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YOUR GUIDE TO SALESFORCE CHAT BOT

Salesforce ChatBot
YOUR GUIDE TO SALESFORCE CHAT BOT

Manmeet Kaur and her husband Sagar Thapar of South Delhi run a successful web-based artisanal grocery business.  They sell all types of produce from cured meats to imported soft cheeses to delicious fruits, from across the world. Their small team has been leveraging technology and its myriad tools effectively to get their business up and running successfully. They have salesforce as their Customer relationship management (CRM) for some time and its tools have made their life easier, smoother and optimize work & funds.  They have now been looking at ways to improve their customer engagement to ensure customer delight. One way they had heard was through chatbots. They had often heard of chatbots from their social circle and even did a bit of study on it. Here is what they learned about chatbots.

Chat bots are computer programs who mimic human interaction either via the popular chat interface or even at times phone calls. These chatbots interpret the user’s words and dish out instant pre-set answers to specific questions.  Therefore instead of interacting with a person (via chat option on website or calls), the customer is interacting with a bot.  Salesforce has its own version of chatbots – Einstein.  The bot has been aptly named after the legendary Albert Einstein, the late German-born physicist. Chatbots are now becoming a part and parcel of customer interaction especially if you have a website, which now is a first step in running a business. By now, all of us have interacted with these chatbots when visiting a website is it for a tourism company or an FCMG multinational or an artisanal product site run by a family.

Listed below are some benefits of using chatbots such as Salesforce Einstein for the business of any nature:

Quick replies – They can immediately and effectively answer customer queries on basic stuff such as retail locations or hours of work and so on. This leaves the customer happy.

Supports customer relations – The chatbots effectively handling basic and mundane questions free up the small or stretched customer care team to focus their attention and energy on the fewer cases which are logged for them to handle. These cases are usually a bit more complex and need human interaction.

Lesser waiting time – With these chatbots taking over the chat interactions, the waiting time for customers is reduced. The customers get quick replies through the medium of a chat window, instead of waiting for replies to emails or phone calls or any other channel.

Efficient redirects – Branded welcomes are used to greet customers and then they can be redirected to the concerned department for effective as well as focused communication.

Smarter service- These chatbots are smarter than email or communication methods. Hence you ace your customer satisfaction levels quite a bit

So you can see from the above list of reasons, why a company must invest in chatbot option for the growth of the company. If they don’t have one, then is time they did. Well in the case of Manmeet and Sagar, they did see the advantage of investing in a good chatbot such as Salesforce Einstein. Just as thousands of business firms across the length and breadth of India.

Most laypeople assume chatbot = artificial intelligence. This is not true. Not all are linked to AI and not all of them are smart.  Natural languages processing (NLP) or natural language understanding (NLU) are technologies that enable the chatbots to deliver human-like as well as smarter replies. This NLU technology is present in Einstein, which makes it a superior product as compared to others in the market. NLU technology enables bots to provide better replies as compared to out-of-track replies given by those chatbots which don’t have it.

Anyone can ask for a chatbot for their business, and anyone can install one. It’s no rocket science. However, this is where the novice and the experienced hands get separated.  The good chatbot needs planning and expertise. We feel you or anyone should get their chatbot process setup through a good company with experience and knowledge or don’t get one at all. There is no point going for a bad chatbot which will only lead to customer bitterness or bad experiences.  So you should set up a meeting with a good company where your requirements are communicated in an effective manner leading to a specially curated chatbot who will deliver outstanding communication on your behalf.

 

Research has shown that over 70% of people surveyed feel that chatbots have or will change the customer experience as well as transform their expectations from any brand. Chatbots such as Salesforce Einstein is the future of the business. They are here to change the whole customer experience.  Let us know your experiences of dealing with chatbots by email. Write to us and update us.   Cheers to all of you!

 

About the Author

author
RS Maan

RS Maan is a Saleforce certified business consultant with 18 years of experience in Business Development, Account Management, Market Research, Sales & Strategy Development, Leadership & Operations in the IT software industry.

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