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Batman and Robin, Bat-Woman and Bat-Girl, Ironman and War Machine, Aquaman and Aqualad… even some of the greatest superheroes need their sidekick!
You’ve seen it happen far too many times before–a villainous visitor who strays from normative buyer behavior–asking you or your team loads of irrelevant questions, so bad that it would almost be the same exact scenario if they just went to their local bank and ordered a cheeseburger with fries and now they want to know where the ketchup is–they have either come to the wrong page, or their intentions may be more sinister if they want to waste your time for fun, who knows? Whatever the reason, to an online store hero this all translates to a lot of wasted time, money, and resources that you cannot afford to lose if you want to give the online world a brilliant webshop experience that does not let good visitors and potential buyers down (or miss valuable sales opportunities, for that matter).
You know best: managing an online store can in itself be a heroic feat. We understand that you are weary from the daily webshop fight within your quest to offer great products at fair prices on your awesome online store. It is your heroic calling every single day to make great online sales while also making the world a happier and more comfortable place. Having the right sidekick on the job can mean mission accomplished or mission failed–and for this reason, we’ve given Smartsupp’s **chatbot **Smarty a new superpower that allows your chatbot sidekick to take action as the first filter of your customer care team–a clever buddy in action that you cannot be without to help save precious time and resources.
Chatbot as a first-line filter
So, what is your trusty chatbot sidekick’s new ability? Simply put, it acts as a first-line reception for visitors, instantaneously offering a menu of button options the visitor must select in order to eventually direct them to the live chat with human assistance. The moment your visitor attempts to engage in live chat, your chatbot will step in to greet your visitor and offer a variety of options, one of which the person must select. Once they select an option, this action takes them closer to the products they are likely looking to buy; the next button option thereafter brings them to other viable possibilities offered within the chatbot’s button menu display–essentially, it helps guide and assist your visitors in their buyer journey to the goods they are looking to purchase. If the visitor runs out of viable chatbot options to select for their needs, he or she will then be redirected to a live chat with a human on your customer service team. At this point, there are better reasons for a human customer care person to step in and assist your visitor, who now is also more likely to be a potential customer and not just someone who unnecessarily will occupy you and your team’s time and energy.
Better quality visitors via Chatbot
How does this help deliver potential customers of better quality to my webshop, you ask? If you spot a time-consuming FAQ trend that is constant and predictable, one which you can create automated button options for that will be offered by the chatbot; or, if the person has their needs immediately taken care of simply via the chatbot’s options and responses; or maybe, even if the visitor wants to directly engage a human being on live chat to rant or waste your time, they first must go through a series of the chatbot sidekick’s questions and options. Your valiant sidekick will either help give swift and quality customer service to potentially good visitors, who in turn become loyal customers simply through the chatbot’s intervention and guidance. Or, at the very least, it helps dissuade trolls and buys your team time so that they can take care of quality potential customers, or get to other online shop assistant tasks they may have. In this manner, your team can get down to business with ease by starting with a chatbot reception, and closing with a sale via chatbot or human. Your chatbot and the human customer care touch will join forces to create a superpower combination of human-bot to facilitate your daily task of making the world of online shopping a better place, all while saving you valuable time and money, as well as helping deliver quality visitors with more purchase potential to your customer care team.
Chatbot used with Teams of Agents
And for all of you Smartsupp Pro Package heroes out there, you can also use the Teams of Agents feature with your chatbot to route the chat options or questions to a specific agent (person on your Customer Service team) or group of agents that specialize on a particular topic. This can be particularly useful for multilingual websites so that your questions can be directed to the corresponding team of agents needed to cater to the specific language of a particular visitor. Similarly, if your webshop is selling a large variety of products specialized for multiple different needs and customer groups, you can get your chatbot sidekick to help you redirect visitors to the right team of agents. Lastly, if you are using Smartsupp on multiple websites and have different agents on each, the chatbot is able to route your requests to a different page, allowing your superhuman-bot powers to work virtually anywhere in the online universe.
So, there you have it, webshop superheroes! With this new superpower that the Smartsupp team added you can use the chatbot as the perfect sidekick of your customer care services by: First, having the chatbot act as a first-line filter for visitors on your site. Second, letting the chatbot greet the visitor with a menu of helpful options to guide them in their shopping journey. Third, as a way to attain better quality visitors that have a higher likelihood of purchasing products–you can deliver a chatbot reception and close the sale with a human or chatbot. And, fourth, it can be used as a powerful Teams of Agents add-on to help you create a smoother online shopping experience across specialized customer care services.
No matter what, your daily battle to make the world of online shopping a better place will be facilitated greatly with these new chatbot sidekick capabilities, helping you make the most of your online webshop investment. Chatbot sidekick to the rescue–saving valuable time, money, and resources!
If you have questions or are struggling with getting your new chatbot sidekick up-and-running, have no fear, we provided a Help article with a step-by-step setup guide. We have also built a template so that you can see how the chatbot works in practice.
We would love to hear your feedback on this added chatbot functionality. So, don’t be shy, write to us and let us know if you found this new capability helpful, and feel free to tell us how you are using your new human-chatbot dynamic duo combination.
Stay tuned for part 2 of our heroic chatbot blog, we will show you a few more ways how you can make the most of your chatbot sidekick.
Till next time, Smartsuppers!