Article

Enhance your call centre with chatbots

Part 1: What's wrong with calling us?

Introduction

In this 4 part series, we explore some of the challenges faced within call/contact centres and how chatbot technology can help alleviate some of these challenges and provide additional customer insight and increased customer satisfaction.

One challenge realised by many organisations, is how to provide a scalable, high quality service to their customers whilst balancing the need to keep costs under control and call wait times at a minimum. Often the solution is seen as being quite simple, add more agents to your contact centre team or alternatively do the best you can to manage call volumes with a limited call centre team and increased demand on their time and resources.

There are multiple ways to improve this situation both for yourself and your customers: do more with less or do less with more.

What problem are we trying to solve

Let's begin by breaking down why we have a problem in the first place - our customers want to contact us. Fundamentally, this is our challenge - but equally our opportunity to understand the issue in more detail.

Customers are trying to call us for various reasons, perhaps because they have a query about a product or service and were unable (or unwilling) to find the answer on our website, or in some cases they are contacting us because they have to, e.g., they have a problem with our product or service and require us to resolve it. Both scenarios lead to the same issue, but influence the sentiment and willingness of our customers to engage with us.

Optimising Customer Support with Chatbots

If you would like to find out more about how we can help you enhance your call centre - please get in touch.