vol.2 All automated? or by manual? Think about the best operating system for your company!

Have you install the chat with your favorite design? The design of the chat is very important and it would increase inquiries, or can express sophisticated image. It would mean a lot if you try out numerous design patterns.
(Previous article) Set your favorite chat by customizing chat design freely.

In this page as vol.2, it would explain how to operate the chat.

3 purposes to install the chatbot

There are three purposes to install chat system and the chatbot.

• First, it would decrease cost and increase effectiveness by customers solving their own problems using the chatbot automatically responding to frequently asked questions.
• Second, it would increase the contacting point with customers visited your homepage, and to connect to asking for document, service guide, and sales activity.
• Third, to operate inquiries inside the company and share knowledge

All automated and hybrid

Let's think about the operation method depending on purposes!
Chatbot and chat system's operations are usually All automated and Hybrid which is to send automated message first and would change to manual in the middle of the conversation. There is a chat system which operates all manually, however, if you prepare frequently asked questions in advance, it would be used three times more than when nothing was there, so the method Hybrid is becoming popular now.

Urge customers to solve their problem on their own and decrease cost and increase effectiveness

When you want to urge customers to solve their problem on their own with the chatbot, All-automated method is best suitable. All-automated method is chosen often because it would not need operators so no personnel cost. However, All automated method's auto responses would not answer to all  questions from customers. If you want to flexibly answer to customer's questions other than fixed phrases and give a more personalized support, you can respond with the Hybrid method. Hybrid method would automatically respond to frequently asked questions with the chatbot and it cannot answer, the agent will reply to customers directly. You can gradually improve the accuracy of chatbots by identifying questions that could not be answered automatically and editing the chatbot scenario based on the history of chats with free word.
When you want to operate with the full-automated method, we recommend you to prepare the chat window with a form in case auto responses were not enough to respond to all customer's questions. The customer satisfaction rate when using the full-automated method would go up by 15% on average depending on the content of service and when you prepare email form when auto response did not solve the problem.

When you want to increase contact point with customer and connect to sales activity

When you want to increase contact point with a customer,we recommend to use the live chat method. However, in this case too, it is better to prepare [Frequently asked questions] because it takes too much time if the agents are answering to all questions from customers. Then, when only frequently asked question did not solve customers questions, they can switch to a discussion with agents, which we call Hybrid method.
In case agents cannot be prepared, or when you just want to get inquiry, you can operate with the Full automated method.

When you want to operate inquiries internally and share knowledges

When you want to operate inquiries within the company and share knowledges Full-automated or Hybrid method are usually used in this case, and further more, AI chatbot system is often used.
AI chatbot cannot respond questions with 100% accuracy, so it is still early to use towards customers, however, if it is for internal purposes, the convenience trumps the risk of not answering the right question. Other than that, chatbot is being used for system inquiry, work flow/manage conference room and creating manuals through API.

Settings

We will explain here the settings for the [Full-automated] method and the [Hybrid] method.

Settings for full automated method

Settings for hybrid method

We will dedicate an account to the chatbot, use the chatbot when offline, delete text area etc.. Traditional homepages (which do not have chat window) are just like catalogs or bending machines where customers look through products and buy. By setting up a chat window, you can directly communicate with your customers. Therefore, the homepage becomes a store with a customer service.
The chat enables to understand needs fully and make a use of it for company's better service. You can also make a connection point with a potential customer, so it would increase conversions even more than the full-automated method.
It is better to use agents to manually respond to customers unless it is a business like bending machine and you want to maximize chat function.
Many people think:
[We do not have skills to install a chat]
[If we receive phone calls, email and chat at the same time, wouldn't it put more weight on us?]
We understand your concern if you have not used a chat tool before.
However, we recommend just to try first.
The chat is a new communication tool but it is not difficult at all. Anyone can do this once used to it like phone calls and emails. The cost of customer service would cut to half because it can be responded more lightly and faster than calls and emails, so customers after using a chat as customer service would usually stick to chat service instead of calls and emails.
How many agents you need? Just one is fine. It is exactly same as phone calls.
When installing a chat window, initial response time is very important.
In order to respond fast to a chat, other than automatically respond with the chatbot, you can use the functions below.
・Know when the chat came with notification app
・Respond with fixed phrase fast

When you are using the chatbot and live chat at the same time, before connecting to agents, use automated responses for questions which can be answered automatically to minimize work for agents or you should line up frequently asked questions.
The main purpose of installing a chat window is to decrease support cost. Inquiries are difficult to manage after a certain point, but you cannot neglect customer support. The chat would decrease inquiry cost compared to calls and emails, and increase customer satisfaction substantially, so more companies are installing the chat support. There are high needs from help desk internally or customer support in BtoC business to decrease cost with chat and want to create full-automated chatbot. It is not so easy that AI can automatically respond to all questions. Free word conversation by AI is still developing and most of products is just expanding FAQ so it would not solve anything except FAQ questions. And the maintenance costs so much money to make AI learn data, so it would not solve problem of decreasing cost. It would also be a cause of risk when using AI free word chatbot to customer service outside the company.

Defensive chat

When you are using the chatbot and live chat at the same time, before connecting to agents, use automated responses for questions which can be answered automatically to minimize work for agents or you should line up frequently asked questions.
The main purpose of installing a chat window is to decrease support cost. Inquiries are difficult to manage after a certain point, but you cannot neglect customer support. The chat would decrease inquiry cost compared to calls and emails, and increase customer satisfaction substantially, so more companies are installing the chat support. There are high needs from help desk internally or customer support in BtoC business to decrease cost with chat and want to create full-automated chatbot. It is not so easy that AI can automatically respond to all questions. Free word conversation by AI is still developing and most of products is just expanding FAQ so it would not solve anything except FAQ questions. And the maintenance costs so much money to make AI learn data, so it would not solve problem of decreasing cost. It would also be a cause of risk when using AI free word chatbot to customer service outside the company.

• Full-automated response selection type
• When the chatbot did not solve the problem, switch to chat with agents or offline form

You can respond to customers when offline

With ChatPlus, you can respond to customer's inquiries automatically even offline. Other than chatbot, you can receive inquiries with email form and hide the text input field.

Automatic response settings

You can add new automatic responses. You can also set to combine multiple rules. After editing, click [Update].

(1) Open ChatPlus's setting screen and click [Chat]>[Functions]>[Chatbot] on the left side of the screen.

(2) Click [Add an auto reply].

(3) Enter in the empty field [Thank you for visiting. Do you have any questions?].

(4) Check in the box [Add questions] and leave the box checked, and click on [Add choices], make it two.

(5) Enter in each field added in (4), [I want to know the business hours] and [Chat with an agent].

(6) In the section [Display rule], click [Time elapsed time after displaying the page] from the pull down.

(7) Enter [20] in the empty box.

(8) Click [Save] and
1．Check if the rule is added to the list
2．Check if [ON] is switched.

(9) Click [Add an auto reply].

(10) Enter in the empty field [Our business hours are Monday-Friday 9:00-18:00].

(11) In the section [Display rule], click [Match with the visitor's remark] from the pull down.

(12) Enter [I want to know the business hours] in the empty field.

(13) Click [Save] and
1．Check if the rule is added to the list
2．Check if [ON] is switched.

Inquiry reception when offline

You can manage inquiries when offline with tickets.

It is difficult to distinguish whether the inquiry is solved or not when receiving it by email, but with ticket function, you can share it with task method and manage it, so you would not miss out unsolved inquiries.

Set agents

With ChatPlus, multiple people can login with one ID. In addition, with the chatbot, you can automatically respond to many questions. We explain here how to set agents.

With ChatPlus, you can add multiple agents.
If you prepare multiple agents, it would be possible to login with different ID and distribute chat to each agent.
For example, create a common agent and login with his ID, so  when a customer asks questions, the agent available at this time can respond.

(1) Click the setting button on the upper right of the management page.

(2) Click [Agents] on the left side of the screen.

(3) Click [Add an agent] at the top of the screen.

(4) Enter agent's information and click [Update].

(5) Check if the agent registered in (4) is added.

ChatPlus is a tool to increase inquiries and customer satisfaction. However, all services and companies has the same operation system. You can create your own operating system based on the know-how described in here according to your service content and needs.