Business Efficiency Communication Quality Improvement Customer Satisfaction

Let’s improve the customer support CX in cooperation with the Chatbots and FAQs that play a key role in web customer service

Initial Post Date : October 31, 2018

Chatbots are "mobile friendly" and are suitable for the smartphone age

As you know, Chatbot is a tool that utilizes virtual characters that can conduct chat conversations, and support information that you want to know or are having trouble with. One of its major features is that it can be used simply and intuitively with the same operating procedures as LINE and the message tool used by many smartphone users.

Survey results show that half of the Internet users are trying to use it through smartphones (LINE Inc. 2018 survey) as their screens are much smaller than a PC. For consumers who want to solve their concerns, easy-to-understand communication methods like Chatbots are effective.

How is it different from FAQ? Can AI learn on its own? Simple questions about Chatbots

Chatbot is a tool for solving problems and questions that you want to know in a conversational way, but basically it has the role of “taking the customer to the place where they can address the things they want to know / do”.

In other words, the Chatbot does not know anything and answer immediately on the spot, but after the Chatbot performs a certain conversation leading to a page (such as a product page or FAQ content) containing information that the customer wants to know, or provide guidance to the inquiry window reception.

For customers who are not good at opening an FAQ site and want to search for an FAQ based on a lot of information, or for customers who do not understand what can be done on the Web and what should be the contact point, Chatbot can simply answer by providing a shortcut for problem solving and support to fulfill the customer’s satisfaction.

Chatbot Flow Design
However, surprisingly, there seems to be some doubts and misunderstandings from the fundamental parts. Let me introduce some of the voices of companies considering to install Chatbots that I have actually heard in the last few months.

We support the improvement of web support such as FAQs, Chatbots, and the installation of tools, but some of our clients have the idea that if you use Chatbots, FAQs (sites) will become unnecessary. Certainly, a Chatbot can have FAQ information, but even if it is a conversation interface, if you suddenly display hundreds of thousands of FAQ information on the Chatbot’s screen, the customer cannot read them all. There is no doubt about it.

Rather, Chatbots will be positioned as a navigator for appropriate information, thinking about how the customer’s needs can be covered by the “entrance”, and the actual problem-solving and procedures will be carried out with FAQs, content pages, and my pages etc. If you use it, you can say that it makes use of the characteristics of each field.

In addition, although the FAQ site makes each content get a search hit using an external search engine (becomes the SEO of its own site), the Chatbot itself does not generally get search hits using the external search tool. In that sense, it is better to think of the form of “coexistence”, FAQ serves as the company site guide, and the Chatbot is the customer site navigation.

You will often be asked this question, but it’s not completely wrong, but at least for now, AI does not analyze the data and generate conversational content. You need to organize your needs, assemble chat content as a conversation scenario, decide where to lead, link, etc ., and you need to do some work on modifying the content. However, there are cases where the AI engine is effective in the analysis part, such as what kind of keyword search content for the customer is not enough, or which content is likely to come out during a conversation. It seems that some Chatbots have a function to dynamically display the content of clicks and the question selection on the top.

Possibility of using Chatbots in CX

The biggest feature and attraction of Chatbots is that virtual operators and characters provide a conversation-like interface that guides you to the information you want to know. The FAQ site has the aspect that the information becomes flat in the system’s structure, but the Chatbot can be used to place them in positions like “web customer service” or hospitality by making use of its features.

Many of you looking at this column will be involved in contact centers and customer contacts, but that is why when we consider using Chatbots, we will incorporate the essence of customer support in our contact centers, not just as an information guidance advancement, but I would like to think it is also about utilization as customer service

When we propose the use of Chatbots, it emphasizes customer satisfaction as a response, and FAQs are tools based on their uses in different evaluation axes, such as resolution and reduction of inquiries, and tools that meet the aims of conducting installations in every company. We support tool selection, installation, and evaluation improvement. If you have installed Chatbot but cannot use it, do not know what settings you want to adjust, but would like to hear the Case Studies, we would like to hear from you.

Chatbot Utilization Summary