Contact centers across industries and verticals suffer from those few issue types that create massive backlog, oftentimes accounting for the majority of overall ticket volume. These issues might be related to returning a product, recovering an account, or checking on an order status. One common way to address these routine issues is by bolstering self-service options. Yet knowledge articles usually can only offer advice on how the customer can take the next step, as opposed to autonomously taking action. This is where customizable bots can really add value.

By building specific bot workflows through a decision-tree structure, brands are capable of not just automatically responding to tickets, but automatically resolving them.

Additionally, if bots can autonomously handle these routine issues, it reduces workload for agents and frees them up for dedicating their time and energy towards those really complex tickets.

This is win-win: agents will be more engaged at work, and customers will be thrilled to have their issues resolved almost instantly. Here are some example use cases of high-volume ticket generators that can be resolved entirely through bot-based interactions.

1. Returns

Even if a brand offers “free returns” — it’s usually not actually free. It requires time and energy for both the customer and the agent to sort through and fulfill the return. One way to greatly diminish this cost is by automating the entire return process. A bot can collect all the necessary information about the order, create a return shipping label, and provide further instructions on how to complete the return by mail.

2. Account Recovery

Whether this is referring to players who are locked out of a mobile game, or users that are locked out of a banking app, it should not require human assistance to be able to provide authorized access. A bot can ask all the necessary security questions and confirm their accuracy, validate the user identity, and then unlock the account and issue any additional next steps.

3. Scheduling Appointments

Sometimes issues cannot be resolved virtually and require a person to come out for repairs or maintenance — technical issues might require a telecom repairman, for instance. Well scheduling an appointment should be easier than waiting around for a representative or even filling out a form-based calendar. A bot can easily integrate with a calendar program and offer available appointments, and then go on to book them accordingly in a conversational manner.

4. Quote Generators

There is some great quoting software available on the market today. In order to receive a quote though, these programs generally require prospective customers to fill out a lengthy form which can easily scare them away. Bots can similarly collect the information in a non-invasive manner, and integrate with the software in order to provide an equally accurate quote.

5. Order Status

When customers have a question about an existing order, they are oftentimes directed towards an external tracking page or a representative, which takes them away from the brand’s web page or mobile app. Customers should be able to stay in the brand web or app experience in order to continue engaging with the brand, and using bots as a way to provide status updates is low-hanging fruit that keeps customers around longer.

These are just five examples of use cases for bots, but bot workflows can be set up to address a wide range of queries. To learn about the Helpshift suite of customizable bots, request a demo here.

Published July 10, 2018
block background image