Chatbot kuuluu jokaisen asiakkaistaan kiinnostuneen yrityksen toimenkuvaan vuonna 2020. Chatbottien käyttö on kasvanut viime vuosina, kun yritykset ovat alkaneet ymmärtää sen merkityksen. Facebook julkaisi oman raporttinsa FB Messengeristä yrityksille. Facebookin oman tutkimuksen mukaan yritysten ja asiakkaiden välillä lähetetään 2 miljardia viestiä kuukaudessa. 56 prosenttia ihmisistä ottaa yhteyttä mieluummin asiakaspalveluun viestillä kuin soittamalla ja 53 prosenttia tekee mieluiten kauppaa yrityksen kanssa, johon he voivat ottaa yhteyttä ensin viestillä.
Vaikka FB Messenger ei sinänsä ole chatbot, voidaan sitä ja muita livechat-palveluita hyödyntää asiakaspalvelussa. Esimerkiksi Finnairin asiakaspalveluun saa yhteyden nopeammin Messengerin kuin ”virallisen” asiakaspalvelun kautta. Olen itsekin asiakkaana yhteydessä yrityksiin mieluiten chat-palvelun kautta, olipa minulla kysyttävää mahdollisena uutena asiakkaana tai ongelmia vanhana asiakkaana.
Nopea ongelmanratkaisu viehättää
Asiakkaat käyttävät chatbotteja ja viestipalveluita eri syistä. Niiltä kuitenkin halutaan molemmilta samoja asioita; nopeita vastauksia kysymyksiin, nopeita ratkaisuja valituksiin tai ongelmiin, lisätietoja ja yksityiskohtaisempaa tietoa asiakasta mietityttävästä asiasta ja helppoa tapaa löytää asiakaspalvelija auttamaan ongelmassa.
Chatbot voidaan ohjelmoida keräämään asiakkaalta tarvittavaa ennakkotietoa, jonka avulla chat-robotti pystyy yhdistämään oikean ongelman tai kysymyksen oikealle asiakaspalvelijalle. Tällainen ohjelmointi säästää myös kustannuksia ja turhia työtunteja, kun ihmisen ei tarvitse kysyä samoja kysymyksiä joka kerta. Kun chat-robotti kysyy rutiinikysymykset, voivat asiakaspalvelijat keskittyä ratkomaan oikeita ongelmia ja palvelemaan asiakkaita heidän asioissaan. Myös myyjät hyötyvät tästä, kun chatbotti kysyy ennakkokysymykset ja ohjaa sen jälkeen liidin oikealle henkilölle.
Ennakkokysymysten avulla voidaan ohjata myös asiakkaita oikeaan suuntaan. Joskus asiakkaat eivät tiedä, mitä he ovat hakemassa tai mitä he tarvitsevat. Ehkä he ovat vain virtuaalisilla ikkunaostoksilla. Kysymällä kohdennettuja kysymyksiä chatbot pystyy palvelemaan asiakkaita ja opastamaan heitä oikeaan suuntaan – ja tarvittaessa suoraan asian osaavan asiakaspalvelijan pakeille.
Anna UKK-osio chatbotille
Chatbotin automaattiset kysymykset vaihtelevat tietysti yrityksittäin. Parasta on ottaa käyttöön usein kysytyt kysymykset ja ohjeistaa chatbot vastaamaan niihin. Kohtelias chatbot osaa myös kysyä, haluaako asiakas asiakaspalvelijan paikalle yritettyään ensin auttaa itse (tai kertoa, että keskustelu yhdistyy nyt asiakaspalvelijalle). Mitä suuremmasta kokonaisuudesta on kyse, sitä monipuolisemmin chatbotin voi opettaa vastaamaan kysymyksiin ja etsimään sen, mitä asiakas tarvitsee.
Chatbot ei koskaan nuku, vaan asiakkaat saavat apua 24/7, vuoden jokaisena päivänä. Chatbot pystyy auttamaan asiakkaita UKK-tyyppisissä ongelmissa silloinkin, kun ihmisasiakaspalvelijat nukkuvat tai ovat vapaalla. Tämä edesauttaa asiakkaan kokemusta siitä, että asiakaspalvelu on tavoitettavissa aina, kun edessä on ongelma tai jotain kysyttävää. Chatbot pystyy antamaan linkkejä tarkempiin ohjeisiin tai oikeisiin sivustoihin, joissa asiakas pystyy selvittämään asiansa itsenäisesti. Aina ihmisasiakaspalvelijan väliin puuttumista ei edes tarvita, jos chatbot on ohjelmoitu hyvin.
-SuperAssari Maarit
______________________
SuperAssarit ovat Wannadon aikaan ja paikkaan sitoutumattomia työelämän vapaustaistelijoita ja ongelmien ratkaisijoita. Multityötä tekevä Wannado Oy on Irina Viitalan ja Anna Degerholmin yhdessä, vuonna 2011 perustama SuperAssariyhteisö, johon kuuluu yli 50 markkinointiviestintään, tehtävien digitalisointiin, tapahtumatuotantoon ja sihteerin työhön erikoistunutta ketterää tekijää. www.wannado.fi #SuperAssari
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