Support, the main differentiator of a good CCaaS solution provider

To design a high-performance chatbot that is able to provide the best possible customer experience, the most important thing is to make sure it is well-supported. By mobilizing a wide array of skills and professions, you can ensure that your conversational agent is part of a global journey that nurtures its ability to understand natural language (NLU).

In the context of omnichannel CX, where consumers expect a seamless contact experience, companies turn to consumer-centric approaches to put clients back at the heart of customer service. To adopt such approaches, it is necessary to improve customer knowledge to automate the resolution of simple queries and offer personalized paths.

Though the phone channel is still the preferred mode of communication, the chatbot is the future. The conversational agent has become a channel in its own right. To ensure it is integrated in line with your customer relationship strategy, the key is to get the right support.

In 2019, the cloud will be a must in all sectors of activity. The evangelization phase has borne fruit, but a number of obstacles to migration remain. The challenge then becomes to support companies in this major change.

Why properly designed chatbots are still a tool of the future to provide the best possible customer experience?

Equipped with unique personalities, chatbots use speech and playful content to entice with their conversation and instill a sense of comradery with consumers won over by self-service... at least in theory! Today, the time has come to confront promises with reality.

Customer demands have increased exponentially because customers interact more frequently with businesses. They want their interactions to be convenient, timely, efficient, and, above all, tailored to their needs.

While, companies differ tremendously in both the diversity of customers served and the number and nature of the offerings to market, those who are succeeding in meeting, or exceeding, Millennial expectations have a channel-less approach to engagement and look to deliver excellent conversations in ways that seamlessly traverse the right channels at the right time.

If you want customers to love your brand, your employees must love it too.