Seek balance between agent productivity and customer delight
Our findings show that after a three-year slump, organizations are upping their customer experience game to meet sky-high customer expectations. Meaningful, personalized interactions are taking precedent, signalled by the downward trend of canned message use.
There is still room for improvement given chat’s accessibility, flexibility, and personalized service model. Co-browsing has proven to take the load off of agents while still being a popular tool with customers, evidenced by short sessions and high customer satisfaction.
Optimize your customer experience strategy to take full advantage of all of live chat’s capabilities. You’ll deliver better service to your customers and equip your agents with the tools they need to offer above and beyond experiences without breaking the bank.
Mobile means more channels
More and more customers are making the shift to mobile and while organizations may think channel and device, customers don’t. They need to step up their customer experience game and create seamless, consistent, omnichannel experiences that support all the channels powered by mobile. Similarly, organizations need to optimize their mobile chat experience for a truly successful live chat strategy, or risk compromising service for over half of their customers.
Comm100 rolled out SMS support in early 2019, and we’re planning to add support for more channels throughout the year. Based on the growth of mobile in general we expect to see quick and consistent adoption. Come back next year to see if that happens!
AI and humans working better together
While some prognosticators may be claiming that 2019 will be the “year of bot backlash”, we here at Comm100 predict otherwise. Bots’ reputation to date stems mainly from poor design and lack of intelligent escalation to human agents, not because the technology doesn’t work or because consumers don’t want to use them. To the contrary – there are lots of statistics that point to the growing acceptance of bots by consumers, such as this one: 78% percent of Benchmark Report 2019 30 consumers are comfortable with a human being not being involved when interacting with a company under a variety of circumstances (Interactions study, December 2018). Or this one: 58% percent of respondents said they would use AI if it helps them save time by taking over some tasks (Gartner Consumer AI Perceptions Study, 2018).
All things being equal, bots still need humans behind them for the sake of the customer. When done right they can actually enhance the human agent experience by fielding boring, repetitive questions and leaving the agent to handle the more complex queries.
Organizations need to strike a balance between bots and humans by properly defining bot scope and clearly communicating its capabilities to their customers. Scoping bots correctly and implementing an escalation process that provides a positive customer experience will help organizations avoid the “backlash” while maximizing chatbot ROI, a win-win for everybody.