As support automation empowers companies and customers to better serve them, the global help desk industry is expected grow to $11 million by 2023. Companies automate repetitive tasks and FAQs so that employees have more time to focus on human tasks, such as building relationships and earning revenue.
Customers also value self-service options. Chatbots enable customers to address their concerns quickly and easily from anywhere, at any hour of the day. However, a human touch will always be helpful.
These are three ways you can humanize your support automation.
Chatbots that respond thoughtfully to questions will feel more human.
Your brand should give your bot a name, personality and personality.
Your bot is an extension to your company. It is likely that it will be the first interaction a customer has with your app or website. This is a great opportunity to show your customers the things they want. The chatbot should be able to introduce itself and have a name that is consistent with your brand. Think about the tone of voice that your company uses across all channels. This will help you to incorporate it into the chatbots' scripting. You can include jokes and emojis, but only if they match the brand voice.
A chatbot that responds thoughtfully to questions will feel more human. A chatbot powered by AI can ask more questions than a few standard options, freeing the user from having to answer a limited number of generic answers. The bot should name the customer and let them know if it is searching for an answer. Your chatbot will feel more human and distinct if you create a comfortable conversation.
Your bot should be able to respond to written expressions. It should clarify any questions or answer customers' questions. These guided conversations make customers feel heard and understood. Customers and potential customers will be more likely to keep the conversation going if you have a natural voice and a personality that is consistent with your brand.
Get help from a human being who is knowledgeable
Chatbots should be able escalate problems to human experts and ask follow-up questions. Chatbots that are not capable of solving problems are not the best. Customers will feel less valued if they believe you have replaced human service with a chatbot.
