More IT workers can be made available to focus on customer service and more complex tasks and tickets. This way, customers will find the resolution for routine needs comes quickly, without waiting in a queue for someone to walk them through resetting their passwords.
Consumers with more complex issues will find their wait times diminished with more employees available to help. This can also provide an opportunity to spend a bit more time on the relationship side with customers.
From the customer side, it’s all about their objectives when contacting the business in the first place. They want the quickest path to the solution for their particular issue. They want to feel that the provider of the service cares about their satisfaction and wants to help them through the shortest route to understanding their issue and resolving it. They want to feel their time isn’t wasted and that the messaging they get is consistent and positive.
A friendly chatbot experience
As a cautionary tale, think about early (and some current) Interactive Voice Response (IVR) systems. It was very difficult to be understood, and repeating the same phrase louder and slower didn’t always work. Without sentiment analysis, there was no way to measure a user’s frustration as he or she looped endlessly through a labyrinth of increasingly obscure options trying to find one that might match the category of his or her particular issue.
Those systems could waste vast amounts of the user’s time. In response, websites began to spring up that documented the most efficient ways through menuing systems — or the best way to get to a person with the fewest touch-tone entries. Customer satisfaction wasn’t high.
The same frustrations and pitfalls can be created with a poorly designed chatbot.
Design is everything: Your chatbot needs a purpose. In this blog, learn how to ensure it results in a great user experience.
On the other hand, I had a very positive chatbot experience recently while interacting with the Department of Motor Vehicles (DMV). (I know. I was surprised, too).
In the state where I live, you need to pay your yearly property taxes before you can renew your registration. This involves a little dance when you first buy a used car: getting a temporary plate, then a real plate with a temporary sticker, then a tax bill and, finally, a registration sticker good for a year.
Upon logging in to the DMV site and clicking the Pay My Taxes link, I was dropped into the chatbot interface. I admit I’m a tainted user, with a little more sensitivity to chatbot technology and capabilities than perhaps someone with less interest in the field would have, but I had an unexpectedly painless experience. The chatbot greeted me and immediately set about gathering the information needed to fulfill my request.
The personality of the bot was muted but cordial (not over-the-top friendly but colloquial enough to feel like a real conversation). The interface provided a mix of text and clickable links to guide me down the right path.
When the bot asked for information, it always confirmed that information before proceeding to the next step (see Figure 2). I was able to look up my tax bill by license plate, confirm my identity, pay my taxes by debit card and get the receipt sent to my email in about three minutes.