{"id":2705,"date":"2018-01-22T16:15:00","date_gmt":"2023-10-18T16:15:57","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=2705"},"modified":"2023-10-18T17:35:46","modified_gmt":"2023-10-18T17:35:46","slug":"chatbot-customer-service-success","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ca\/blog\/chatbot-customer-service-success\/","title":{"rendered":"How To Set Up A Chatbot For Customer Service Success"},"content":{"rendered":"\n

When a new customer service agent gets hired and joins a customer service team, there\u2019s often a grace period of sorts where they\u2019re not necessarily expected to do everything perfectly. They might even get paired up with a more senior agent whom they \u201cjob shadow\u201d for some time until they\u2019re up to speed.<\/p>\n

It\u2019s a little different when a chabot becomes part of the customer service team.<\/p>\n

For starters, chatbots don\u2019t get the same kind of \u201ctraining\u201d that an agent would get — it\u2019s more a matter of feeding the system with the right data to ensure the information it offers and searches for is accurate and up to date. While chatbots may hand off particularly big issues to a live agent, meanwhile, they aren\u2019t job-shadowing anyone as part of their first day or week on the job. More to the point, chatbots represent a new way of interacting with customers in addition to making phone calls or sending an email.<\/p>\n

As a result, there\u2019s no grace period or room for error when you\u2019re using chatbots for customer service. The technology will work, of course, but there are ways to optimize the customer experience around the technology to ensure you meet expectations and maybe even deliver a few \u201cwow\u201d moments along the way.<\/p>\n

Much as you might use journey mapping in marketing to plan out how your brand will engage with a customer as they move from awareness to decision, you need to think through what\u2019s going to happen once customers discover chatbots as a service channel — and what may turn them off. Remember that this is still a relatively new dynamic for many people, so you want to create the best first impression possible.<\/p>\n

Skip The Generic Greeting And Offer Real Options<\/h3>\n

Some companies may have walked through the business case for chatbots in customer service so thoroughly that they assume it will be obvious to the outside world as to why they\u2019ve deployed the technology. It\u2019s not.<\/p>\n

If a customer dealing with an issue arrives on your site and sees the chabot window or text box for the first time, what happens when they see something as basic as, \u201cHi, Can I Help You?\u201d<\/p>\n

Although it may work well as a greeting from a human being, these are just a few possibilities that may be running through the customer\u2019s mind:<\/p>\n