Post by ruhaimaromana22 on Nov 5, 2024 4:41:51 GMT
Urgent need for a chatbot: the number of requests has increased 6 times!
Many companies have faced the fact that the number of requests has increased sharply. This has affected online stores with imported goods and pharmacies the most.
In this article, we will consider what to do if the social media marketing service number of requests and orders in an online store has increased sharply and significantly.
Chatbots: their types and capabilities
This tool is designed to reduce the workload of operators. Operators are freed from repetitive questions that do not require human intervention: find out the order status, work schedule, delivery time, return conditions, etc.
The classification of chatbots is quite broad, but first of all, they differ in the algorithm of action: limited and self-developing.
Limited is a simple bot that interacts with clients according to a pre-prepared scenario. Usually, it answers the most frequently asked questions of the client, thereby reducing the workload of operators.
Self-developing ("smart") is an artificial neural network that "understands" the meaning of the conversation. Conversation with such a chatbot is more realistic and the relevance of its answers increases over time.
The company chooses a bot depending on its needs. The most common type of bot is a consultant. According to our analytics, it helps to relieve operators by an average of 40%.
Chatbot capabilities
Optimization of work. The bot answers common questions from site visitors, transferring them to specialists only for solving non-standard tasks.
Customer consultation 24/7. The chatbot can answer questions at any time of the day or night, regardless of the day: holiday, weekend or working day.
Increase sales. You can set up a bot so that it can not only answer questions from site visitors, but also offer the opportunity to securely pay for an order without leaving the dialog box.
Elimination of the human factor. The chatbot does not depend on mood and work experience. Each of its answers corresponds to the tone of voice set by the company and contains specific information.
Analysis and systematization of results. Upon request, the system will provide you with analytical information and figures on the results of the work performed (number of requests per day/week, quarter, etc., service satisfaction analytics), systematize the sales process. By installing the bot, you will get a personal assistant who will relieve you of routine tasks.
Example of using a chatbot
For example, one of our clients from a large pharmacy chain faced the fact that the number of customer requests in March increased 6 times compared to the previous month! Moreover, during the first wave of the pandemic, traffic increased by only 40%.
A chatbot helped the company cope with such a huge load. Employees quickly took into account the changes in the scenarios and updated the chatbot, adding answers to the most pressing questions. Now, on the pharmacy chain's website, the first person a visitor starts a dialogue with is the chatbot. The client quickly receives answers to their questions, relieving the company's employees, and if only a representative of the pharmacy chain can give an answer, they are transferred to an operator.
Thus, the company managed to cope with a large number of orders and customer requests without resorting to increasing the number of operators. Customers still quickly receive the information they need and remain loyal to the company.
Our other clients faced a similar situation. In one day, the number of customer requests increased 10 times. The company acted quickly and brought in more employees during peak working hours.
Many companies have faced the fact that the number of requests has increased sharply. This has affected online stores with imported goods and pharmacies the most.
In this article, we will consider what to do if the social media marketing service number of requests and orders in an online store has increased sharply and significantly.
Chatbots: their types and capabilities
This tool is designed to reduce the workload of operators. Operators are freed from repetitive questions that do not require human intervention: find out the order status, work schedule, delivery time, return conditions, etc.
The classification of chatbots is quite broad, but first of all, they differ in the algorithm of action: limited and self-developing.
Limited is a simple bot that interacts with clients according to a pre-prepared scenario. Usually, it answers the most frequently asked questions of the client, thereby reducing the workload of operators.
Self-developing ("smart") is an artificial neural network that "understands" the meaning of the conversation. Conversation with such a chatbot is more realistic and the relevance of its answers increases over time.
The company chooses a bot depending on its needs. The most common type of bot is a consultant. According to our analytics, it helps to relieve operators by an average of 40%.
Chatbot capabilities
Optimization of work. The bot answers common questions from site visitors, transferring them to specialists only for solving non-standard tasks.
Customer consultation 24/7. The chatbot can answer questions at any time of the day or night, regardless of the day: holiday, weekend or working day.
Increase sales. You can set up a bot so that it can not only answer questions from site visitors, but also offer the opportunity to securely pay for an order without leaving the dialog box.
Elimination of the human factor. The chatbot does not depend on mood and work experience. Each of its answers corresponds to the tone of voice set by the company and contains specific information.
Analysis and systematization of results. Upon request, the system will provide you with analytical information and figures on the results of the work performed (number of requests per day/week, quarter, etc., service satisfaction analytics), systematize the sales process. By installing the bot, you will get a personal assistant who will relieve you of routine tasks.
Example of using a chatbot
For example, one of our clients from a large pharmacy chain faced the fact that the number of customer requests in March increased 6 times compared to the previous month! Moreover, during the first wave of the pandemic, traffic increased by only 40%.
A chatbot helped the company cope with such a huge load. Employees quickly took into account the changes in the scenarios and updated the chatbot, adding answers to the most pressing questions. Now, on the pharmacy chain's website, the first person a visitor starts a dialogue with is the chatbot. The client quickly receives answers to their questions, relieving the company's employees, and if only a representative of the pharmacy chain can give an answer, they are transferred to an operator.
Thus, the company managed to cope with a large number of orders and customer requests without resorting to increasing the number of operators. Customers still quickly receive the information they need and remain loyal to the company.
Our other clients faced a similar situation. In one day, the number of customer requests increased 10 times. The company acted quickly and brought in more employees during peak working hours.