Customer service today has become highly automated and for good reason! When businesses use tools to automate tasks, it helps resolve problems quickly and meet consumer expectations.
Customer service is better with automation due to multiple reasons. It assists in providing support round the clock, irrespective of their location, or how they connect. With email and other messaging automation, users can engage existing customers as well as new clients in a better way.
Introducing Smart Responses
ThinkOwl's Smart Responses are preset standardized responses to common questions. Smart Responses let you send personalized messages to each individual - from new visitors to repeat buyers. It saves all the time that goes into typing each message.
When you have customers, all asking the same set of questions, you respond to them faster simply by inserting a smart response instead of having to type all the details while replying.
ThinkOwl learns to suggest the best/most accurate plausible responses to customer tickets. The built-in Artificial Intelligence (AI) engine understands the correlation between questions and possible responses. With its deep machine learning capabilities, the system learns with every customer interaction and supports service agents by suggesting suitable responses while they are communicating with customers.
Users can customize the Smart Responses by specifying the appropriate communication, channels, and languages. You can create customized smart responses depending on the desks which receive the tickets.
Smart responses are desk-specific. So, if you have multiple helpdesks, configure smart responses for the relevant desk in ThinkOwl.
Look at how Smart Responses can help your business:
- Direct customers to your website or landing page through suitable CTA embedded in the smart responses.
- Offer immediate follow-up.
- Advertise your product at a lesser cost via drip marketing.
- Send personalized messages to customers when certain criteria are met, along with attachments up to 15 MB.
- Automate actions when a smart response is triggered and saves time by avoiding manual effort.
How do Smart Responses Work?
Scenario: Let’s take the example of an e-commerce company that has an international presence and sells practically everything. An organization of this scale receives lots of messages from customers related to various products, inquiries, complaints, refunds, late delivery complaints, etc.
Let’s say that this company is unable to deliver merchandise to shoppers owing to a transporters’ strike and shipments will be delivered after a 48-hour delay. This issue can affect millions of customers at a time.
The company can make the most logical decision and issue a nationwide communication to its customers informing them of the delay and apologizing for the inconvenience caused.
With ThinkOwl’s Smart Responses the e-commerce firm can select a preset communication that is customized according to the country where the communication is addressed to. Factors like language, the channel of communication, the validity of the case are all considered before users can create preset communication that is customized based on the above-mentioned factors.
Scenario: Let’s say the e-commerce firm is facing a transporters’ strike in Malaysia. Smart responses can be sent to all customers where language settings can be adjusted to ensure communication is sent out in Malay, English, Mandarin, Tamil, and other languages which are localized and most understood.
Suppose a customer writes to the service desk wanting to return a shirt and seeks a complete refund. However, he has passed the product return and exchange window.
In this case, the system can send a message conveying that the return of the product is not possible because he has not met certain criteria.
Smart Responses can be customized and triggered when certain actions need to be taken within a time frame. It can be the expiration of the product return window. Users can create a smart response that will be automatically sent to the customer if they initiate a return after 14 days from the date of delivery.
Smart Responses help you customize your response based on preset conditions. For example, if a similar strike hampers the company’s functions in France, a French variant of the Smart Response can be created. ThinkOwl helps you understand and resolve problems not just on predetermined criteria, but also the context of the problem.
Look at various functions users can perform with Smart Responses
- Create smart responses from existing categories or use cases using the duplicate feature.
- Create variants based on language or country as criteria. For example a Japanese variant, German variant, or French variant, etc.
- Users can search, filter, deactivate, and even delete smart responses.
- Communicate with customers through context-driven smart messaging.
One issue may have multiple resolutions, subjective to every customer’s and business’s needs. With contextual messaging, no customer queries go unattended, and customers get the right answers which impact your business positively.
Smart Responses help you get the best out of your customer support teams with minimal supervision and effort. The context-driven nature of the messages ensures your brand always stays relevant to the customers. Personalization increases customer engagement and retention. Smart Response helps you drive up your customer satisfaction score with thoughtful, contextual, and timely messaging.