2. Utilize Chatbots
Chatbots are automated programs that deliver information in a conversational way, like a human agent. Unlike a human agent, chatbots can handle countless requests simultaneously with almost instantaneous response times.
Chatbots can step in for agents experiencing over-crowded queues and quickly resolve basic requests — like scheduling appointments, collecting feedback, troubleshooting an issue, or answering the age-old question: “What is my order status?” But don’t think chatbots are simply used in place of human agents. Think of it as chatbots alongside human agents.
It’s true, chatbots, in many cases, can resolve customer inquiries without the intervention of a human agent but chatbots can be introduced at any point in the conversation to augment the work done by humans. For example, a chatbot could greet customers and collect important information prior to handing the conversation over to a human agent.
In another scenario, the human agent could transfer a conversation to a bot to collect information in the middle or end of a conversation. Once the bot has completed collecting information, the conversation is transferred back to the human agent. Bots can quickly handle the routine and repetitive tasks, like collecting order information, freeing up human sales, and service resources to focus on the more high-value tasks.