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How to Anticipate Customer Needs (With Examples)

When was the last time you heard a story about exceptional customer service? Or an innovative way a company figured out how to meet customer needs?

You know the kind: An observant hotel employee rescues a beloved stuffed animal. The considerate customer service agent sends a gift card to apologize for a shipping error. A software company sees you’re having trouble with their platform and sends you a private video walkthrough.

These are all great examples, but what really makes a difference day after day is simply anticipating customer needs before they become problems.

Some companies seem to have an uncanny ability to get ahead of their customer’s issues. But it doesn’t just happen. Exceptional customer service is designed with dedication and built into company cultures.

We get it. Sometimes merely meeting customer needs is a struggle. Anticipating them? Now that seems daunting. After all, you can’t read minds.

The good news is that your customers don’t expect you to. (In fact, they often find it creepy when you know too much about them.) But they do want you to anticipate their problems and help them reach a resolution as quickly as possible.

For all of the work it requires to make anticipating customer needs happen, the payoff is well worth it. Let’s take a look at how to anticipate customer needs and what it means to your customer service.

What will you gain by anticipating customer needs?

In a word: loyalty.

We’ve touched on customer loyalty before, but we can’t stress its importance enough. In a digital-first age, customers have endless choices—and you need to make them choose you. Winning their loyalty has become more important than ever.

Customer service has become a major competitive advantage. According to Microsoft, 90% of customers say customer service is important to their brand choice and loyalty to that brand.

And should those customer service expectations fall short, 58% of customers show little hesitation in severing the relationship. The days of implicit loyalty are long gone.

While customer loyalty should be enough of a draw, here are some more benefits to anticipating customer needs:

  • Increased revenue. When your customers feel taken care of, they’re more likely to come back. They’re looking for easy, frictionless experiences and will frequent the businesses that give them that.
  • Less strain on your customer service team. You read that right. Making things simple for customers will have a direct impact on your customer service team. Even when you provide more customer service, it’ll still be better for your agents. Customers will have fewer questions, there will be less urgency in their questions, and they’ll be less frustrated overall.

Start by identifying customer expectations.

You’ve probably heard of the surprise and delight customer service strategy. It suggests that the best way to retain customers is to keep them guessing. Following its doctrine, you should go above and beyond the normal call of duty to give the customers something they weren’t expecting. The examples in the introduction are all great cases of using surprise and delight.

While it works when customers are already pleased with your company, it probably won’t make an angry customer come back. And since 55% of customers expect better customer service year over year, according to Microsoft’s Global State of Customer Service report, simply meeting expectations is often a struggle.

Hubspot’s Annual State of Service Report shows even greater numbers. 88% of respondents agreed that customers have higher expectations than in the past, and 79% said customers are smarter and more informed.

So what are customers’ needs? What do they expect from today’s businesses?

Simplicity.

They want frictionless experiences, easy-to-navigate interfaces, and fast solutions to their problems.

But you shouldn’t just take our word for it. The best way to figure out what your customers want is to ask them. More and more businesses are conducting post-purchase surveys to ensure customer satisfaction, loyalty, and more. According to Hubspot, 70% of businesses report they are tracking customer satisfaction/happiness—a jump from 60% in 2020 and around 55% in 2019.

Similarly, a majority of respondents—85%—say customers are more likely to share positive or negative experiences now than in the past.

While CSAT and other surveys can help you improve customer service, expand your research to include those that don’t buy from you. Ask why they didn’t purchase, and dive deep to figure out which of their needs weren’t met—and see how you can meet them in the future.

Give customers convenient service.

Regardless of whether they’re shopping for a vacation getaway, office supplies, or looking for subscription-based fashion, your customers expect convenience and fast service.

When you walk into a store, you expect orderly displays and friendly staff ready to serve you. When you visit a company’s website, you expect the same: A streamlined digital presence, complete with an easy-to-use website and customer service agents at the ready.

Just how fast? According to Hubspot’s Annual State of Service report, 90% of customers rate an “immediate” response as important or very important when they have a customer service question—which customers define as under 10 minutes.

Here are a few ways to give customers fast, convenient service:

  • Make customer service digital. Customers don’t want to interrupt their day to call customer service, wait on hold to speak to a representative, or spend days waiting for an email response. These slower communication methods are helpful in a pinch, but customers now want something more. They want digital customer service.

You don’t need a crystal ball to see that consumers are using mobile devices to communicate. Implementing business messaging to reduce wait times, deflect calls, and provide faster assistance disrupts and resets the consumer expectation that contacting a company for help is slow and inconvenient.

  • Be easily accessible. It sounds easy, right? If they found your website, surely they can find your customer service contact info hidden on your help page, which is hidden in your footer, or beneath a menu in your header. Yes, customers can probably find you, but make the process easier by being available to them wherever they are.

Have a web chat (also known as live chat) box on your website so customers can instantly chat with a customer service agent—no matter how far down your website rabbit hole they’ve gone.

Don’t stop there. Are your customers on Instagram? What about Twitter? The more places you’re available to answer questions, the happier your customers will be. They won’t have to go searching for help, and you’ll always have someone there when they need you.

Offer proactive customer service. Heading off a problem before it happens is almost always better than waiting for them to come to you. And customers agree— more than two-thirds want an organization to reach out and engage with proactive customer notifications, according to Microsoft.

Being proactive can be as simple as sending tracking links to limit “where’s my order?” inquiries. Consider collecting top customer questions and sharing them during the purchasing process, or feed answers to a chatbot for quick customer service response times.

At Quiq, we help our clients provide convenient ways for customers to engage with a brand and allow consumers to reach out to companies on their terms. Communicating with companies via messaging is still pretty new, and we’ve seen so many consumers respond with surprise and delight at the ability to text a company for help.

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Stop communication inefficiencies before they start.

Many customer needs examples revolve around their time. As we mentioned above, inefficient communication just adds to your customers’ frustrations. You’ve likely experienced the struggle of having to navigate IVR systems (those interactive voice response systems that use automation to collect customer information and point them in the right direction). Whether you’re waiting on hold or waiting for an email response, that’s time you can’t get back.

During those moments of need, the last thing your customers want is to interrupt their day. Customer loyalty is won (or lost) in these critical moments.

Anticipate customers’ needs by working within their schedules and workflows. Here are a few ways to get started.

  • Make communication asynchronous. The biggest frustration when calling help centers is that you must put your day on hold to do so. Don’t force your customers to conform to your service center’s schedule. Instead, offer asynchronous messaging.

Communication methods like web chat and voice are helpful for getting answers to more complex questions, but they also require customers to block out their time and respond immediately. Asynchronous messaging, however, lets customers respond whenever they’re available. As a bonus, your customer service agents can handle multiple interactions at the same.

  • Take advantage of chatbots. Chatbots are the key to giving customers the immediate responses they crave without overwhelming your customer service team. They’re always available to provide simple answers to questions or, at the very least, acknowledge the customer’s question and let them know when an agent will be available to chat.

You can also use chatbots to help you anticipate customers’ needs by having them prompt customers with messages as they navigate through your website. Start with a welcome message, offer product suggestions based on browsing history, or provide answers to FAQs during checkout.

  • Eliminate repetitive tasks. Speed up redundant tasks by creating pre-build responses for common questions. Not only will you be able to speed up response times, but you’ll also ensure customers get the same accurate and helpful information no matter which customer service agent they talk to.

Imagine how your customers would perceive your brand if they were able to text a question to your contact center and get immediate help and resolution. No interruptions to their day, no inconvenience or waiting involved.

Aligning your people, processes, and technology to reduce effort and streamline communications will do wonders for your customer service. With each positive interaction, customers will anticipate great service well into the future.

When your customer expects to be taken care of, they can engage with your company without feeling that they have to play offense, which leads to more pleasant interactions for both sides.

Empower CSAs to make the right decisions for customers.

Sometimes, anticipating customers’ needs means understanding that you can’t predict them all. Problems come up, mistakes get made, and website bugs happen. The trick is coming up with a plan to handle things that have no plan.

How do you do that? Empower customer service agents to take action to solve customer issues.

Unfortunately, right now, not everyone has that power. Around 20% of service agents say their biggest challenge is not having the ability to make the right decisions for customers, according to Hubspot. But it’s likely that many more face this issue on a regular basis.

Ensure your customer agents have the authority to do things like:

  • Offer discounts when customers encounter problems.
  • Expedite orders when shipments are lost or damaged.
  • Take as much time as they need to solve customer issues.

Without the authority to make these decisions on their own, agents have to wait for approvals or miss out on opportunities to surpass customer expectations.

Equip your team with the tools to meet future needs.

While you can’t predict every need that pops up (unless you found that crystal ball), you can ensure your customer service is always on point. Set your team up for success with the right tools to meet customer service needs now and into the future.

Regardless of the issue, the one thing you can anticipate is that your customer wants resolution in the fastest, most pain-free way possible. Quiq helps companies across multiple industries do just that with our Conversational AI platform.

Let customers talk to you the same way they chat with their family and friends. Whether a customer needs to text you to ask about an exchange or new car loan, needs assistance via chat in finding and buying the perfect gift, or wants to schedule a service and pay for it through Apple Messages for Business, Quiq messaging powers your customer connections.

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How Messaging Helps Hospitality Get Personal

The hospitality industry is, by nature, a very human business. Whether you’re in hotel and lodging, travel and transportation, food and beverage, or recreation, hospitality is all about creating a unique and personal experience for your guests. Have you considered how technology like SMS hospitality messaging can actually make guest experiences more personalized?

While technology has changed the game, it can sometimes feel antithetical to the warmth the hospitality industry is beloved for. However, when messaging tech is used correctly, it helps you do what the hospitality industry has always done best: Make human connections.

SMS hospitality messaging connects you to guests on their terms.

It’s exactly for this reason that messaging can help transform the customer experience by giving service providers a way to connect and engage with guests in an easy, convenient, and preferred way.

There are major opportunities to leverage SMS hospitality messaging in a way that doesn’t detract from the human connection—but adds to it. Messaging liberates guests from standing in line, waiting for an email, or sitting on hold.

In this article, we’ll explore how you can use SMS hospitality messaging to connect with customers and personalize the industry.

High tech and high touch.

Providing a memorable guest experience is part physical and observable. What thread count are the sheets? What’s the ambiance of the restaurant (do they have table cloths and sommeliers or barstools and air hockey)?

The intangibles are just as important to the overall experience—the care and attention of the staff, the ease of changing bookings, how payments are handled, etc. These smaller details are often your differentiators and play a big factor in how you make your customers feel.

SMS messaging can make all the difference. Instead of forcing customers to stand in lines, wait on hold, or hunt down information on in-room pamphlets, you can bring the service to them.

In fact, guests now expect it as a standard part of their hospitality experience.

The COVID-19 pandemic caused major disruption in the hospitality industry.

While travel is starting to return to 2019 levels (along with occupancy rates and room revenue, according to Accenture), it has permanently influenced customer expectations.

There are fewer business travelers, more local vacationers—and more digital nomads. This is reshaping the hospitality industry in everything from loyalty programs and digital amenities to a demand for SMS booking.

And customer service has only increased in importance.

Accenture’s Life Reimagined report says 53% of consumers think customer service has become more important than price—and 54% of consumers believe it will continue to be so over the next 12 months.

Transparency, clarity, and simplicity have become top decision drivers. More than half of customers who have reimagined life due to the pandemic say they would switch brands if the brand doesn’t create clear and easy options for contacting customer service, according to Accenture’s report.

For hospitality, text messaging is a natural step toward delivering high-touch experiences. Customers are already using their mobile devices to find fun things to do (70%), research destinations (66%), and book transportation or airfare (46%).

With so much emphasis already placed on mobile, a move to messaging is a natural and organic option that customers are likely already looking to do. Continuing to use customers’ mobile devices throughout their stay just makes sense.

In fact, messaging can enhance the customer’s experience across the entire guest journey.

Tap into the power of SMS hospitality messaging.

Messaging allows you to connect and engage with guests in a way that is already an important part of how they communicate daily.

SMS text messaging upgrades your customer communications with more than simple text conversations. Rich messaging brings the hospitality experience to your guests long before they reach your doorstep. With rich messaging, you can:

  • Process secure transactions, from SMS booking for hotel rooms and excursions to in-room upgrades and payments.
  • Send reservation reminders, confirmations, and up-to-the-minute notices.
  • Increase guest excitement with content like images, GIFs, videos, and more.

Easy ways to start using SMS/texting in hospitality.

Getting started with hospitality text messaging may seem overwhelming at first, but there are many ways to introduce it into your existing customer journeys.

Here are some examples of ways you can use SMS hospitality messaging to elevate experiences in hotels, restaurants, and recreational activities.

SMS for hotels.

  1. Answer pre-booking questions. While your website is a great booking tool, nothing beats one-on-one conversations. Your guests may have simple questions about things like early check-in or room preferences. Messaging helps you address these questions quickly and secure the booking right from your customers’ text messages.
  2. Use SMS booking. Schedule stays and process payments right from SMS/text messaging using rich messaging features. Your guests can book their trip right from their phones without ever having to make a phone call or wait on hold.
  3. Get guests excited about their stay. Your guest experience begins before they even arrive. Build the anticipation with a welcome message, semi-personalized itineraries, and local sites and events. If you know guests are there with children, send them itineraries that include amusement parks, a trip to the local zoo, or some family-friendly live shows. For couples on a romantic getaway, suggest date night ideas, local spas, or more secluded beaches. Sending a text message with these personalized touches will go a long way to build excitement and make guests feel welcomed.
  4. Streamline the check-in process. While we love vacations, traveling to get to them is another story. And it’s only gotten worse in the last few years with travel restrictions, fewer flights, and more crowds. When travelers finally reach their destination, they’re tired, frustrated, and likely want as little interaction as possible before reaching their beds. (In other words, they’re 3 of Snow White’s 7 dwarves: Grumpy, Sleepy, and Bashful.) Have guests complete the check-in process through SMS messaging so that all they have to do when they get to their destination is pick up their key. Digital keys are also becoming more popular and complete the contactless check-in experience.
  5. Handle in-room requests. Instead of forcing guests to decide between the front desk, guest services, maid services, and other departments on the hotel phone (not to mention waiting on hold), centralize in-room requests via SMS/text messaging. Quiq’s clients, including those within the hospitality segment, have found that servicing customers via messaging has reduced service costs and work time and increased customer satisfaction scores by 5–10 points.
  6. Close out stays with a bang. Offer a contactless checkout, removing the last bit of friction guests face as they leave your hotel. Plus, give them one final reminder of the excellent service and attention they received with a thank you message.
  7. Ask for reviews. If you’ve given the guest a memorable experience, they may be enticed to share it with others and become your brand ambassador.

Today, reviews are a critical part of the buyers’ process, and word of mouth can build or block that path to purchase.

Not only is this a great opportunity to instantly address any negative feedback, but you can also send exclusive offers and discounts to encourage guests to come back.

You can also encourage guests to share their positive comments about your business with their social networks.

SMS for restaurants.

  1. Accept reservations. Use rich messaging features to schedule reservations right from your guests’ mobile phones.
  2. Send reservation reminders. Help customers remember the reservation they made (especially if you’re booked out for weeks) with a friendly reservation reminder. A text message won’t get lost in junk mail, and you’ll decrease no-shows. SMS hospitality messaging to the rescue!
  3. Enable easy cancellations and rescheduling. Instead of holding a table for no-shows and missing out on potential revenue, give guests an easy way to cancel or reschedule their reservation ahead of time. They’ll be happy with the streamlined customer experience, and you’ll be able to fill those seats with last-minute reservations and walk-ins.
  4. Provide directions and parking information. Sure, everyone has Apple Maps or Waze, but parking can be a beast if you live in a high-tourism city. Add a link for directions and parking information to your appointment reminder to ensure your guests make it to your restaurant.
  5. Streamline take-out orders. Take-out has grown in popularity over the last few years. Since the COVID-19 pandemic, even fine-dining restaurants have jumped in on the action. 54% of adults say purchasing takeout or delivery food is essential to the way they live, including 72% of millennials and 66% of Gen Z adults, according to the National Restaurant Association’s 2022 State of the Restaurant Industry report. Use SMS/text messaging to confirm you’ve received an order, that it’s ready for pickup, or that it’s out for delivery.
  6. Ask for reviews. Restaurants live and die by their online reviews. Encourage guests to leave feedback on a popular review site and offer them an incentive. If you’d rather collect feedback directly, send them a link to a survey and be sure to answer any questions and address concerns quickly.
  7. Get the opt-in. SMS marketing is a great way to connect with customers, and the open rate for text messages often far exceeds that of email.

Ask for permission to send marketing messages, then craft a strategy that personalizes offers and earns repeat business.

SMS for recreational activities.

  1. Book through text messaging. Rich text messaging is a simple way to answer questions, book a reservation, and securely collect payments all in one place.
  2. Take special requests. SMS/text messaging is a convenient and private way for guests to ask about special accommodations like wheelchair accessibility, assistance for people who are hard of hearing, or private tours.
  3. Send links to helpful information. Don’t send guests hunting for information on your website. Send them links to details, like what type of attire participants should wear, dos and don’ts, parking information, and more.
  4. Send reminders. Email reminders get lost in all the itinerary bookings (and junk email) your customers are likely dealing with. Send reservation reminders and any up-to-the-minute notifications via text messaging.
  5. Suggest their next adventure. SMS messaging is a great marketing tool for small business operators, like tour guides, but it’s also easy to scale for larger operations. Once your guests have finished their activity, use text messaging to suggest their next adventure.

If they took a ghost tour of downtown, offer suggestions to other haunted hotspots. If they went on a guided hike, suggest kayaking or another outdoor activity. Personalize messages and include timely discounts to increase the next booking.

Disrupt with SMS hospitality messaging or be disrupted.

The time for hospitality text messaging is here. There’s endless opportunity for hotels, resorts, restaurants, and others within the hospitality segment to simplify and personalize the customer experience.

With new expectations born from the pandemic and an ever-increasing number of millennial and Gen Z travelers, it’s even more critical for the hospitality industry to embrace text messaging.

At Quiq, we help companies in the hospitality industry (and others) engage with guests in personal and meaningful ways. Our Conversational AI Platform makes it easy for customers to connect with your business, so you can provide the information they want in the way they want to receive it.

Connect with customers—and let them connect with you—using Quiq.

Comparing Live Chat and Chatbots

How often do you interact with brands online? In-person?

Brand interactions now happen online more often than they do in-person. Salesforce projected that in 2022, 61% of company interactions would be online, and only 39% would be in person. That number has been steadily increasing since 2020.

With more people spending more time in front of their screens (whether mobile or desktop), customers need a convenient place to connect with your business.

And your website is a good place to start.

Live chat (also known as web chat) is the simplest way to connect with your customers online. It usually involves a chat feature that lives on your website where customers can instantly start a real-time conversation.

So, where do chatbots come into play? We get it—with all the jargon thrown around, it can get confusing. (What happened to the days of customer service by phone or email, right?) While live chat is the method of communication, chatbots are the ones doing the communication.

Let us explain.

Say you need to contact an e-commerce company to return an ill-fitting shirt. (Too long, too tight, too orange…whatever the case may be.) Even though it’s a simple transaction, you still need to request a return label. So you go to their website, open the live chat box and type in your request.

You’ll likely get a chatbot responding to your inquiry and helping you through the process.

Chatbots, like the AI-powered ones we implement for our customers, often stand in for live agents when interacting with customers.

But it’s not as simple as implementing live chat, finding a low-fidelity bot, and putting it to work. It takes careful planning and, above all, a fierce customer-first approach to successfully implement a chatbot strategy.

Continue reading as we compare live chat to chatbots, when to use each of them (or both), and how to navigate the customer service experience.

Why live chat is a must.

Where phones used to be the easiest and fastest way for customers to reach you, live chat is quickly replacing it. Live chat is a communication channel where customers can get immediate answers to their questions.

Now, 42% of customers prefer online chat (another name for live chat in this instance) over other communication methods, according to Salesforce’s State of the Connected Customers Report.

Compared to other forms of customer service, live chat frequently performs better, with faster response times, higher CSAT scores, and quicker resolutions.

Plus, your customers are more likely to return to a website that offers live chat, according to 63% of respondents, reports SaaSworthy.

Why should you use chatbots for customer service?

Customer expectations are increasing. While at the same time, your customer service team is asked to do more with less. Something has to give. Or does it?

Chatbots build a bridge between your stellar customer service team and your customers. When comparing live chat and chatbots, don’t think of them as adversaries. Chatbots aren’t replacement tools for human interaction but merely extensions of your customer service team.

  • Here are just a few things chatbots can do:
  • Answer customer questions.
  • Troubleshoot common problems.
  • Gather customer information.
  • Determine the department to route customers to.
  • Move customers into an agent’s queue across channels.

In fact, 48% of U.S. customers believe AI should make life easier, according to Zendesk’s CX Trends Report. For people ages 25–39, that number jumps up to 80%.

How to make your chatbot stand out using live chat.

The biggest problems you’ll face when implementing a chatbot strategy for customer service are perceptions and expectations.

On one side of the spectrum, many people have high expectations for AI. Pop culture has skewed public perception, making them think AI can do nearly anything seamlessly without much work on their part.

On the other side, some people simply hear (or see) the word “bot” and dismiss it as stupid and useless. (Probably from previous bad experiences with low-end, faulty bots.)

There’s currently a long way to go before AI-powered chatbots meet customer expectations. Here are a few ways AI chatbots are failing customers—and how you can use this information to make your customer service stand out.

Accuracy is everything.

The stat: 47% of consumers report not getting accurate answers, according to Zendesk.

As an extension of your customer service team, customers need to be able to trust the information they get from your chatbot. Customers who don’t trust your chatbot quickly lose faith in your business.

While we like to think that AI is infinitely intelligent, chatbots are only as good as the information you feed them. Just like you have to spend time straining your customer service agents, you need to spend time inputting information, writing scripts, and QA-ing your chatbot.

How to fix it: Ensure your chatbots have access to all the information your customer service agents do, including product databases and customer data.

Speed still matters—even if your agents’ time isn’t at stake.

The stat: 56% of customers say it takes too long for the bot to recognize it can’t help solve their issues.

It’s like listening to the five-minute interactive voice response (IVR) menu before realizing you need to talk to a representative. Forcing customers to answer too many questions or go through too many routing menus is an easy way to frustrate them. Especially when 48% of surveyed consumers in the U.S. believe chatbots should save time when contacting a company.

How to fix it: While it’s a good practice to use chatbots to collect information before connecting with a live agent, keep them as few as possible.

Also, consider measuring chatbot performance, much like you would a live agent. Are they resolving issues quickly? Are they able to solve problems with just one interaction? That way, you can identify weak spots and continue improving.

Don’t make customers repeat themselves, ever.

The stat: 44% of customers say the most frustrating thing about working with a chatbot is when they have to start all over again with a human agent.

We know customers hate to repeat themselves. It’s one of the things they hope AI-enabled bots can prevent. According to Zendesk, 49% of surveyed consumers believe AI should keep people from having to repeat themselves.

How to fix it: When combining live chat and chatbots, make the handoff from bot to agent seamless. Use the information collected by the bots to auto-populate your conversational platform and give agents access to the conversation so they don’t miss anything.

Be transparent and give them a choice.

The stat: 44% get frustrated that they don’t have a choice between speaking with a human or a bot at the beginning of a conversation.

Think about IVR systems. They (almost) always give you an option to connect directly with a live representative, and it’s easy to tell when you’re talking to a live agent.

But it’s not as easy to identify over live chat, and customers can feel deceived when they think they’re reaching out to a person. And when they’re having a hard time explaining their issue, walking through it with a bot can just add to their frustrations.

How to fix it: Name your bot, and have them introduce itself as a robotic assistant. Include an option to connect directly with a live agent (when available) in that welcome message. While you want to encourage customers to interact with your bot in order to reduce the burden on your live agents, you don’t want to force them. Give them a choice.

Infuse bots with brand personality.

The stat: 47% of surveyed consumers believe AI should improve customer service quality.

Admittedly, you’re battling a perception when introducing chatbots into your customer experience. When customers hear “chatbot,” they immediately think of robotic, monotone voices. For web conversations, that translates to personality-less text or poor attempts to sound “human” that end up sounding… fake.

The easiest fix is to create a chatbot experience that matches your brand’s personality, whether that’s enthusiastic, fun, empathetic, or straightforward.

Our client Daily Harvest, a popular meal kit delivery service, knew they needed to create a chatbot to help alleviate their overburdened customer service team. But they wanted to ensure customers got the same excellent customer experience the brand has become known for. They partnered with Quiq to build a custom AI chatbot that not only solved common customer issues but could also interpret customers’ language and syntax, their food preferences, and more.

They ended up with Sage, Daily Harvest’s digital care guide. Besides reducing call volume by 60% (a huge win in its own right), they optimized the customer experience and improved their already extraordinarily high CSAT rate.

Read more about Sage and Daily Harvest here >

Make live agents and chatbots part of the same team.

With the right planning (and the right partner), chatbots and live agents can work seamlessly together to serve your customers.

According to Zendesk, only 38% of businesses use both bots and human agents for live chat. That means there’s a big opportunity for improvement.

Since 83% of customers expect to connect with someone immediately when contacting a company, according to Salesforce, you need to pool your resources to meet (or exceed) customer expectations.

Start crafting your chatbot and live chat strategy by taking these preliminary steps:

  1. Collect customer issues by volume. What questions do you get the most?
  2. Organize them by complexity. Are they simple “where’s my order” questions, or do they take several steps and individual problem-solving?
  3. Identify which can be solved with bots or which needs a live agent.
  4. Figure out how bots and humans can work together to solve problems.

Don’t think of live agents and bots as working in silos. The best tactic is to use them both together at various times in the interaction.

Use a bot to collect information and troubleshoot problems upfront. Then, tap in a live agent when the problem gets complex. You can also pull in a bot at the end of the conversation to close out transactions, ask for feedback, or talk about the next steps.

Empower your customer service team to embrace chatbot interactions, and work in tandem to deliver the best customer experience.

Leverage live chat and chatbots with Quiq.

Quiq’s AI-powered chatbots work just like your live agents. With our Conversational Platform, you can combine native Quiq customer service chatbots, bots developed in third-party frameworks, and human agents any way you like.

The question is no longer if you should choose between live chat or chatbots, but how you can use both to deliver the ultimate customer experience.