Use AI to Keep Up With Increased Volume
Although organizations are revising websites and sending emails with updates, customers still have questions – a lot of them! They are calling you for answers to questions and the good news is that most of these questions do not have to be handled by a person. Because so many questions are repetitive and the answers are fairly straightforward, chatbots are a great way to offload inquiries. Using advanced AI technology made specifically for customer service operations, these bots are an ideal solution for answering basic questions and keeping call center agents focused on higher priority conversations.
A chatbot can be deployed in less than 24 hours to help customers find answers to frequently asked questions.
One company deployed a chatbot to keep customers updated regarding their cleaning measures, using thoughtful prompts and thorough explanations to help customers self help. For a real-time demonstration of this, interact with Quiq’s business disruption bot.
Messaging Makes Agents 7x More Efficient
Quiq’s messaging platform makes it possible for your agents to handle multiple simultaneous conversations. Agents can handle up to 7x more conversations concurrently.
For example, an online service provider and longtime Quiq client used messaging prior to the COVID-19 pandemic to handle conversations about refunds, review disputes, delete accounts, and update preferences. Instead of handling these inquiries one phone call at a time, agents are able to handle three messaging conversations at once.
Information about COVID-19 is quickly overwhelming email inboxes, newsfeeds, and our collective sense of certainty. As a result, organizations in both the public and private sector are seeing extraordinary call volumes. One large online and big box retailer recently contacted Quiq because call volumes reached an unprecedented level of 250% over normal.
It’s impossible to add additional staff fast enough to meet that kind of demand. Now is the time to do more with what you have. With messaging, you can boost the productivity of your current agents as they work from home.