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.

Chat system's effective operation method would vary according to contents or installation purpose, system, and personnel system etc of the service to install. In Chat Plus, it has numerous option functions, so you can set to match your service.
In this article, it would introduce purposes of when installing the chatbot and the setting of operation, and do the setting of the chat to match your business.

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.

The customers with almost no result after installing Chat Plus is mostly the case with receiving chat with free word which is a default. It is important not to cost money, however, it would mean nothing if the chat is not increasing inquiries. If you set [Frequently asked questions], it would increase inquiries by three times more.

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 the questions from customers. If you want to flexibly answer to customer's questions other than fixed phrases and the high maintenance service with customizing, you can respond by Hybrid method. Hybrid method would automatically respond to frequently asked questions and if it is not answered, then the operator will reply to customers. Based on the history of chat with manual operation, bring up the unanswered questions by auto responses, and fix the chatbot based on that, it would increase quality of the chatbot even more.
When you want to operate with all automated method, we recommend you to prepare 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 All 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, it is recommendable to do the manual method. However, in this case too, it is recommendable to prepare [Frequently asked questions] because it takes too much time if the operators are answering to all questions from customers. Then, when only frequently asked question did not solve customer's question, it would switch to the operators, which we call Hybrid method.
In case the operators cannot be prepared, or when you want to just take an inquiry, you can operate on All automated method.

According to Google and Neilsen, most of users (90%) visited to a home page would leave the page within 30 seconds. So even though you create a home page perfectly and do the advertisement, most of the users are leaving your page within 30 seconds. Considering the case, we recommend to make a chatbot which talks to customers 15-20 seconds after they displayed a page. By doing that, it would attract customers to stay on the page and increase conversion. Other than that, you can increase conversion by making them ask for documents and get information of customers through chat.

When you want to operate inquiries inside the company and share knowledge

When you want to operate inquiries inside the company and share knowledge All automated or Hybrid method are usually used in this case, and further more, AI Chatbot is used often.
AI Chatbot cannot respond to questions with 100% accurate, so it is still early to use towards customers, however, if it is for inside the company, 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.

Setting

Do you know your purpose to install the chatbot and its operation method?
In here, it explains the setting method of [All automated] and [Hybrid] method.

Setting of all automated Chatbot

  • Set site and operator

Create a site and operator, and assign operators to a site. Make the operator account a chatbot specialized account.

  • Set priority processing of the chatbot

Set the chatbot priority account from [Setting]>[Chat]>[Chatbot] and prioritize the chatbot instead of offline form.

  • Set initial message of the chat

Register initial message of when starting a chat from [Setting]>[Chat]>[Function]>[Initial message].

  • Set to automatically talk to customer by the chatbot

Talk to customer with [Frequently asked question] 20 seconds after displaying a page from [Setting]>[Chat]>[Chatbot]

  • Delete text area

Delete the text area from [Setting]>[Chat]>[Menu]

  • Prepare the chatbot to offline form

Make parts of offline status from [Setting]>[Chat]>[Chatbot+].

Setting of hybrid method chatbot

There are few ways to set the chatbot for hybrid method. In here, it would explain how to switch to operators from the site above (All automated site).

  • Add operator to a site
  • Create an operator to manually chat with customers and assign them to a site. Set business hours and chat reception limit in advance.

  • Set priority processing of the chatbot
  • Set the chatbot specialized account from [Setting]>[Chat]>[Chatbot] and prioritize the chatbot instead of offline form.

  • Set initial message of the chat
  • Register initial message when starting a chat from [Setting]>[Chat]>[Function]>[Initial message].

  • Set to automatically talk to customers by the chatbot
  • Chatbot automatically talks to customers [Frequently asked questions] 20 seconds after displaying a page from [Setting]>[Chat]>[Chatbot].

  • Delete text area
  • Delete the text area when chatbotting or when offline from [Setting]>[Chat]>[Menu].

  • Prepare the chatbot to go to chat with operator
  • Make parts to forward to operator and make the status online from [Setting]>[Chat]>[Chatbot+].

  • Prepare the chatbot to go to offline form
  • Make parts to make the status offline from [Setting]>[Chat]>[Chatbot+].

Make a chatbot specialized account, leave the check from chat response, use the chatbot when offline, delete text area etc.. The traditional home page (which does not have a chat window) is just like a catalog or bending machine where customers look through products and buy. By setting up a chat window, you can directly communicate with your customer. Therefore, the home page becomes a store with 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 all automated method.
It is best to use operators to manually respond to customers unless it is a business like bending machine and you want to maximize chat function.
Frequently asked question to us is
[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 touched anything with chat.
However, we recommend you to just try first.
The chat is a new communication tool but it is not difficult at all. Anyone can do this if you become 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 operators you need? Just one is fine. It is exactly same as phone calls.
When installing 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 utilize functions below.
・Know when the chat came in with notification app
・Respond with fixed phrase fast

In Chat Plus, it has an app that will notify you when the chat came. Please utilize it.
・Windows app
・Mac app
・iPhone app
・Android app
・Chrome notification (it is the most outstanding one)

By installing an app, you can get notifications when the chat came.
You can set it by clicking on [Notification setting] which appears when you click at the top right of the screen.(※Browse⇒Notification app Browse notification

In Chat Plus, it has a function of fixed phrase to help operators enter text.
It is the initial response time that directly connects to customer satisfaction, which means the speed is important when replying for the first time.
Therefore, if you register frequently asked questions and up the speed of response, it would increase customer satisfaction.
For reference, the answer to frequently asked question is shown below.
Thank you for visiting.
Do you have any questions?

(※Refer to⇒Register fixed phrase Knowledge base

When you are using the chatbot and manual operators at the same time, before connecting to operators, automatically respond to questions which can be answered, of use the chatbot to minimize work for operators or you should line up frequently asked questions.
One and main purpose of installing chat window is to decrease support cost. Inquiries is hard 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 to use chat support. It has a high needs from help desk inside the company, customer support in BtoC business where they want to decrease cost with chat and want to create all 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 the product are usually just expanding FAQ and search in it, so it would not solve anything which customers asks question outside fixed phrase and FAQ. And the maintenance fee cost so much money to make AI learn, so it would not solve problem of decreasing cost. It would also be a cause of risk when using AI freeword Chatbot to customer service outside the company.

Defensive chat

One and main purpose of installing a chat window is to decrease support cost. Inquiries is hard 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 to use chat support. It has a high needs from help desk inside the company, customer support in BtoC business where they want to decrease cost with chat and want to create all 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 the product are usually just expanding FAQ and search in it, so it would not solve anything which customers asks question outside fixed phrase and FAQ. And the maintenance fee cost so much money to make AI learn, so it would not solve problem of decreasing cost. It would also be a cause of risk when using AI freeword Chatbot to customer service outside the company.

  • All automated response choice type
  • When the chatbot did not solve the problem, switch to chat with operators or offline form

It has a high needs of all automated response with the chatbot.

You can respond to customers when offline.

In Chat Plus, you can respond to customer's inquiries automatically even when offline. Other than chatbot, you can receive inquiries with email form and hide the text area.

Automatic response setting

You can add new rules of auto response. You can also set to combine multiple rules. After editing, click on [Register].

In here, it explains the setting method of contents below.
・Send a message [Thank you for visiting] 20 seconds after displaying a page.
・Send a message [Do you have any questions]
・Give choices like [I want to know about the business hour] or [Chat with the operator]
・Send a message [Our business hour is Monday-Friday 9:00-18:00] when a customer asks [I want to know the business hour]

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

(2) Click on [Auto response setting]>[+Add auto response].

(3) The screen [Register auto response] will be shown, enter in the box right next to [Greeting when starting a chat], [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 choice in (4), [I want to know the business hour] and [Chat with the operator].

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

(7) [〇 seconds after displaying a page] will be shown below the pull down in (6) and enter [20] in the empty box.

(8) Click on [Register] and
1.Check if the registered rule is added below [Register auto response]
2.Check if it is [ON] on the right of the set rule.

(9) Click on [Auto response setting]>[+Add auto response].

(10) The screen [Register auto response] will be shown, so enter in the box right next to [Greeting when starting a chat], [Our business hour is Monday-Friday 9:00-18:00].

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

(12) [Match with 〇] will be shown below the pull down in (11), so enter [I want to know the business hour] in the empty box.

(13) Click on [Register] and
1.Check if the registered rule is added below [Register auto response]
2.Check if it is [ON] of the set rule

Inquiry reception when offline

You can manage inquiries when offline with tickets.

For more information about setting of business hours, please refer to Set chat reception hours (business hour).

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

For more information about ticket, please refer to Use ticket function.

Set operators

In Chat Plus, you can log into one ID of an operator from multiple people. In addition, with the chatbot, you can auto respond to many questions. Here, it explains how to set an operator at first.

In Chat Plus, you can add multiple operators
If you prepare multiple operators, it can login with different ID and you can distribute chat to each operator.
For example, create a common operator and log into it with multiple people, when a customer asks questions, an operator who can respond to that can respond.

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

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

(3) Click on [Add operator] at the top of the screen.

(4) Enter operator's information to add and click on [Register].

  • Display name to a customer
    Enter names of the operator which will be displayed to the home page.
  • Operator's name
    Enter names for the company which will be displayed in the chat management screen.
  • Email address
    Enter email address (it will be the ID when logging in).
  • Password
    Enter password when logging in.
  • Site
    Check in the box which you want the chat to be shown.
  • Authority
    Check in either manager or normal.
  • Chat
    When the chat is automatically distributed, you can set whether to respond or not when a customer started a chat. When to respond, it will be distributed until it reaches the maximum limit of connection at the same time. When a user started a chat but the limit was exceeding, the new user will be on stand-by until the operator is free to respond.
  • Reception time
    You can choose when to be online.
  • Receive email
    If you check in the box [Daily mail], the report email will be sent out every day.
    If you check in the box [Ticket mail], the email of the ticket content will be send out when issuing the ticket.

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

In the thumbnail of the operator has ★mark, he/she is super manager (user who can set payment), and with key mark, he/she is a chat manager.

Chat Plus 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.

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