Support agents are spending alot of time answering the same routine questions how can CRM help ?
j
jack woo
started a topic
almost 3 years ago
Here are some of the features CRM systems offer to help deflect routine questions.
1) Knowledge base using Chatbots with AI - routine questions and answers are stored as solution articles . You enter the question and answer into the knowledge base . When the customer is on any chat example , Facebook, WhatsApp or company web chat the customer types in a question on the chat conversation for the Chat bot to answer . The chat bot searches the knowledge base using AI & machine learning to find the correct solution article for the customer in the Chat conversation with the Chat bot. No need to speak with a live agent .
2) Customer Portal on your company website - CRM systems have ready to use customer portals that have the knowledge base and solution articles available to the customer on the website they type in a question and AI & machine learning finds the correct solution article.
Create a customer ticket - The customer does not have to speak to an agent if they need help they can create a customer ticket on the portal and an agent will respond to them within a reasonable time .
Forum - they are community forums where other customers are asking questions and agents responding so you can connect and get help there.
3) Omni route - Some CRM systems allow the customer inquiries by email , chat , phone to be assigned t the relevant - group & agent automatically based on , skill level of agent , territory , ticket load using Automation and AI technology . Thus maximizing the human resources effectively to directing contact with the right person to support the customer fast to improve customer experience . Customers don't have to be transferred several times and repeat themselves before getting to the right person to discuss their issue.
jack woo
Here are some of the features CRM systems offer to help deflect routine questions.
1) Knowledge base using Chatbots with AI - routine questions and answers are stored as solution articles . You enter the question and answer into the knowledge base . When the customer is on any chat example , Facebook, WhatsApp or company web chat the customer types in a question on the chat conversation for the Chat bot to answer . The chat bot searches the knowledge base using AI & machine learning to find the correct solution article for the customer in the Chat conversation with the Chat bot. No need to speak with a live agent .
2) Customer Portal on your company website - CRM systems have ready to use customer portals that have the knowledge base and solution articles available to the customer on the website they type in a question and AI & machine learning finds the correct solution article.
Create a customer ticket - The customer does not have to speak to an agent if they need help they can create a customer ticket on the portal and an agent will respond to them within a reasonable time .
Forum - they are community forums where other customers are asking questions and agents responding so you can connect and get help there.
3) Omni route - Some CRM systems allow the customer inquiries by email , chat , phone to be assigned t the relevant - group & agent automatically based on , skill level of agent , territory , ticket load using Automation and AI technology . Thus maximizing the human resources effectively to directing contact with the right person to support the customer fast to improve customer experience . Customers don't have to be transferred several times and repeat themselves before getting to the right person to discuss their issue.