Month: September 2021

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Dialogflow is a natural language processing platform, which can be used in various languages and platforms to build conversational applications and experiences for clients of one company.

According to Wikipedia: Dialogflow is a Google-owned developer of human-computer interaction technologies (formerly Api.ai, Speaktoit) based on conversations in natural languages.

Who uses Dialogflow?

The AI platform for Google Dialogflow includes the following companies: KLM Royal Dutch Airlines, a Netherlands-based Aerospace and Defense organization with 34,872 staff, with revenues of $10.34 billion, Domino’s Pizza, Inc.

DialogFlow is a straightforward platform with minimal coding efforts to create rapid chatbots. It can quickly process errors in natural languages and integrate them with various media.

Trending Bot Articles:

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Learn to create a simple shopping bot using Quickwork

If you want us to create a video on a specific application simply tweet your request and tag @quickworkco or use hashtag #builditupquickwork

You can also refer to:

Dialogflow ES

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Dialogflow? It’s Easy If You Do It Smart was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

In today’s technologically advanced business landscape, companies can offer customers many services via various channels. However, with a customer satisfaction rate of above 85%, live chat channels are becoming the most compelling place to start.

That’s simply because live chat allows your business to engage with website visitors and customers in real-time. This helps you increase customer satisfaction, win their loyalty, and thus boost your revenues.

To make it even more powerful and drive the most value, your live chat software should offer specific features. Some of these are discussed in the next section.

Top 9Features to Include in Your Live Chat Software Solution

1. Seamless Chat Routing to Teams

To develop a positive client-centric relationship, your customers need to have the right people to answer their questions.

The team routing feature helps you prioritize and route your incoming chats to the right executives and teams based on pre-set rules and conditions. By transferring the customer queries to the right team, you’re assured that your customers will get the right answer and speak to someone who can best assist them. This takes it up a notch higher than just transferring to anyone. For example, it won’t be the best experience for the customer if they have a product delivery-related query and speak to a sales representative.

2. Canned Responses

Incoming chats in the live chat tool can be overwhelming at times, where all customers want instant responses, and rightfully so. However, most customer queries are repetitive, and it can get exhausting and even mundane for agents to type the same responses repeatedly. Canned responses or Saved Replies is hence, an essential feature. This allows agents to store replies which saves their time in typing personalized responses. These replies can be a greeting message, message for cancellation policies, booking procedures, etc. Any process that remains the same for everyone can be typed and sent quickly from the library of saved replies.

3. Chat Management

With so many customer conversations happening on the live chat, some basic features make it easy for agents to manage the conversations internally.

Notes: Internal Notes in the chat can help agents to coordinate, especially when working in shifts. They can help agents remember crucial information about a particular customer conversation.

Labels: When enterprises have many customer conversations, it becomes essential to categorize them. Labels help you do just that. Using labels, you can group your chat and manage them based on regions, type of queries, type of customers, etc. Typically intended for small and large teams, such grouping lets you streamline your customer interactions and processes.

Visitor Status: Visitor status shows you who’s online at any given time. It helps your agent know who’s on the page so that they know when to start a conversation with them.

Trending Bot Articles:

How Conversational AI can Automate Customer Service

Automated vs Live Chats: What will the Future of Customer Service Look Like?

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Chatbot Vs. Intelligent Virtual Assistant — What’s the difference & Why Care?

4. SLA Timer

A live chat manages multiple conversations at once; hence, they need to track the time frame in which the responses are delivered. A Service Level Agreement timer slider across every chat helps agents know how much time they have to reply to customers. In addition, it works in conjunction with your company policy. For example, if you set an SLA timer to 10 minutes, the timer notifies the agent. This ensures that the agent doesn’t exceed the standard time to reply, and every customer gets a reply according to the company’s customary time.

5. Attachments & File Transfer

Another feature you should look for in your live chat software is the ease of transferring files between you and your customers. This can help save valuable time for both team members and your clients.

It essentially means that you can quickly receive images of the issues that your customers are facing, view receipts, and obtain the necessary information that can be hard to type out, like serial numbers and registration numbers.

For instance, consider the scenarios below:

a. A customer encounters some error when trying to complete a process. This feature can allow them to easily upload and transfer a screenshot of the error message to the executive.

b. To resolve a customer issue, you need to share either a PDF or send audio to the customer for testing. The integration of file sharing in your live chat means that you will be able to send documents like PDFs along with audio files, videos, and images. These attachments can be instrumental in providing information and resolving customers’ issues.

Since 41% of customers prefer to reach out over chat, you will want to have the ability to exchange media with them. A file-sharing option can be invaluable when customers attempt to solve a query, and an executive requires more information.

It allows the customers greater freedom to express their queries and provides executives with a powerful way to transfer media. Specific live chat applications also allow you to set permissions for sending and receiving files.

6. Geolocation Tagging

One of the main components in knowing your visitors is identifying their location. Your Live Chat tool needs to have a window that showcases visitor properties and their location to make it possible for you to derive statistical information about your customers’ regional demographics. Giving identities to anonymous live chat visitors can help you personalize your conversations to new heights.

In terms of research and analytics, you will have a better idea of where your customers are located and where you can expand your operations.

There are multiple ways you can use this information to offer them better services. For instance –

• Seeing the customer’s local time allows you to use appropriate day or night greetings when chatting with them, making the conversation more personalized.
• Looking at the pages the customer visited, and how long they stayed on each, you can decide how to help them via a live chat.

7. CSAT Ratings

If your live chat does not have automated feedback loops, you could be missing out on a lot of growth potential. This is why automatic feedback loops are an essential feature in your live chat software. Knowing your consumers’ opinions regarding your products and services puts you in a better, more informed position to holistically understand your customer’s needs.

Most live chat software solutions available today offer the means to obtain customer feedback automatically after a conversation through Customer Satisfaction ratings. In the future, you can consider this feedback to improve the customer experience.

Once you have a feedback loop in place, you can study this data better to understand customer preferences and trends in business operations.

8. Integration With Third-party Software

The best live chat software doesn’t just stop offering high-quality functionality of its own but improves the overall experience by seamlessly integrating with other channels and web services.

Modern live chat software integrates with many third-party apps like Salesforce, email marketing, social media, Dialogue Flow, Slack, Google analytics, CRM/CMS tools, ticketing software, and many other sales tools. You can place chat buttons directly into social media platforms or personalized emails, making it easy for customers to reach out to you.

Some of the examples of such integration are listed below –

• WotNot’s integration with chat services allows executives to send customer information directly to Salesforce, thus adding new leads without leaving the chat application.
• Ticketing Software integrations with live chat software enable your visitors to quickly raise help desk tickets for faster query resolution and keep your support tickets in a tool you already use.

9. Report And Analytics

This is another essential feature to have in live chat software. With this, you can monitor significant volumes of data such as customer chat histories, operator activities, conversion tracking, average time spent on chats, visitor details, and much more.

Among the ways this can help your business include –

• Offer you insights on how can you improve your customer service.
• It gives you detailed reports about the productivity of your agents.
• Provides data of missed chats to make sure you are not leaving any customers empty-handed.
• Give insights into keeping your customers happy by tracking customer satisfaction with your team and individual agents.

These data points can prove instrumental for determining effective strategies and areas your business can improve in.

Key Takeaway

When it comes to improving customer experience, live chat software is a best-practice solution. It has arrived as a fundamentally innovative way to interact in real-time with customers and provide them with support.

However, choosing the right live chat software solution can be an overwhelming task with so many options available today. Before you choose a live chat solution for your business, make sure to check all the above usability factors and features. WotNot offers all these factors that can aid you in providing better customer support. Additionally, to get the most out of a live chat solution, you can also closely analyze your live chat data on WotNot to continually improve the user experience.

Don’t forget to give us your 👏 !

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Top 9 Features You Need In Your Live Chat Software was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

User Experience (UX) Design at its core, ux is about considering the needs of the people who will be using the product (website,app, etc ).

User Experience Design (UXD or UED) is a design process whose sole objective is to design a system that offers a great experience to its users under the theories of a number of disciplines such as user interface design, usability, accessibility, Human-Computer Interaction, etc.

What is UX design and why is it important

User experience (UX) design is the process design use to create products that provide meaningful and relevant experiences to users.

So, during this process user experience is important because it tries to fulfill the user’s needs. It aims to provide positive experiences that keep a user loyal to the product or brand.

What are the most important skills in a UX designer

1. UX research

many of the decisions UXers make are not just plucked from air but are deep thought out, studied and researched.

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2. Wireframing and UI prototyping

App prototyping is a great way to understand key functionality of your design before being built by developers.

3. UX Writing

Writing is the unsung hero of UX. Coding is a skill that shouldn’t be dismissed, but writing is a talent that can be nurtured over less time to create brilliant users experiences.

4. Interaction design

It’s one thing to create an aesthetically pleasing design but it’s another thing to understand how users will interact with that design.

Does UX design require coding ?

Most UX designers have at least a little understanding of code, including HTML, CSS and Javascript. It is best to leave coding to the experts, but knowing code is a great asset for toolbox and makes more marketable.

Don’t forget to give us your 👏 !

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What is User Experience (UX) Design was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

When I was a young student and short on cash one Summer, I got a job with a lesser-known comparison line. My job was to take phone calls from the irate British public and convince them to change their telecoms package. You would think that this would be difficult, especially as they were normally coming from your main brand providers and all my company had to offer were companies that, up until that stage, I had never heard of, nor the customer. Well, it turns out that it wasn’t, when people want to leave a company, they really just want to leave.

What surprised me though was that most of the callers had been with their provider for a long time and up until this stage had been happy with their service. And, their reasons for leaving were normally easily fixable on the part of the provider. Now if you consider that I was working for a much smaller competitor (really — much smaller), this makes you wonder, how many customers are these guys actually losing each year? And from their perspective, how can they prevent it from happening?

When people want to leave a company, they really just want to leave.

Lost customers are called “churn”. It is difficult to go into a strategy meeting without hearing the word. No matter how great your sales team is, how captivating your product, your business model is failing if you don’t keep on top of your churn. Clients leave for a multitude of reasons, some are unavoidable (especially with the current COVID situation) but identifying the customer’s motivation for leaving allows you to predict and prevent churn.

With my job at the comparison line, most people complained to me about long wait times and bad customer service. If this had been recognised and measures such as extra team members at busy times and additional customer service training put in place then the company could have saved millions in churn. So how can you identify these factors as early as possible?

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Our team looked to create a project analysing 7043 current and former customers of a telecoms provider in order to better understand what types of people are most likely to cancel their contracts.

With the intention of showing how this might be done (and easily reproduced) our team looked to create a project analysing 7043 current and former customers of a telecoms provider in order to better understand what types of people are most likely to cancel their contracts. On top of this, we also wanted to know whether there is anything the telecoms provider could do to motivate their customers to stay.

We found a dataset from Kaggle containing 26 variables including the customer’s type of internet service, whether they had churned or not and their monthly charges. We used these variables as factors to create a clustering model using Graphext — a platform for conducting complex data analytics without writing any code.

At this stage, our goal was simply to see the churned customers and to understand them better, so we coloured the graph and filtered it so that we only had the data points for the customers that had left. Then, we used the Graph to zoom in on the 4 communities of churned customers in the dataset in order to further discover the characteristics of these customers.

Cluster 1

Cluster 1 stands out as it is an outlier in the graph and includes only a very small minority of customers. This group were only using a phone line and weren’t paying for internet or TV. They had a low tenure, or to put it more precisely, they had been in the company for only a short period of time. Looking closely at the characteristics of this group, they seem to reject any firm ties to the company. They were on a month-to-month contract, they pay by cheque and their monthly billings are very low.

Cluster 2

Cluster 2 has a little bit more going on and at the very least they have broadband at home. It’s DSL though — if you remember those days. They are equally paying by monthly cheque and they also don’t have any TV packages. Once again we find that these churned clients are on a month-to-month contract and only stayed with the company for a short period of time. Moreover, they opted out of tech support in their package.

Cluster 3

Cluster 3. We are beginning to see some patterns emerging. These customers are our first cluster with fibre optic but once again we see that the majority are paying by monthly cheque and are mainly on a month-to-month contract, and still no tech support. These customers have been with the company for longer.

Cluster 4

Cluster 4. Our youngest cluster seems to have a better package with TV streaming and monthly spending a bit higher. However, we still see them without tech support, month-to-month contracts and once again, paying monthly by check. Furthermore, they churned quickly having spent a relatively short amount of time with the provider.

All this clearly indicates that the three characteristics common to all of our churned clusters are; paying by check, month-to-month contracts and no tech support. Once these are identified it is much easier to gather solutions that could help you retain these customers. Despite the fact that there are communities of customers that didn’t churn also possessing these characteristics, the prevalence of these features inside churned communities is significant.

Once you identify why customers are leaving you, it is much easier to take appropriate action.

I have since moved on from my job with the comparison line but still, this analysis exposes clearly ways to mitigate this volume of churn no matter which sector you are working in. Taking into account the reasons these customers abandoned their contracts, the company could start offering add-ons to directly combat the movement of these customers away from their business.

Offers such as free tech support in the first year, discounts for direct debit payments and strategies such as up-selling those month-to-month customers and getting them on year-on-year rolling contracts with exit fees would be relevant and informed action that the company could take.

Understanding churn is a crucial method of stopping money from draining out of your business. It seems counter-productive to spend time developing new campaigns and targeting emerging markets when you can’t keep the customers that you already have. This kind of trend is cyclical and downward. It needs attention and action. Analysis tools like Graphext allow you to quickly find where your strategy is leaking and identify the appropriate tools to plug those holes. This kind of analysis is no longer as hard as it once was and can make the difference between red and black accounts.

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Preventing Customer Churn with the Right Kind of Data Analysis was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

Source: Customer Success Metrics You Need to Track in 2021 — Blog Banner (canva.com)

Customer success is the measure of how much your product offers value. Take an example of a SaaS software company that builds custom software for a logistics firm. The number of successful delivery orders fulfilled will be an indicator of the success of the software company.

According to a survey, 93% of respondents believe that customer intelligence is the secret to customer success, while 70% of site data capture challenges to be massive. So, you need a reliable analytical solution for all your customer intelligence needs.

Since the pandemic impacted the world economy, businesses are trying to offer resilience to economic downslide. However, there is no denying the fact that customer success can be critical in times of uncertainty. So, you will have to configure a way to optimize resources for tremendous customer success.

If you want to maximize conversions and help improve customer success, monitoring key performance indexes or KPIs is essential. However, you will have to pre-define each metric that needs monitoring before analysis. So, here we are with some of the top customer success metrics that you need to track.

#1. Monthly Recurring Revenue (MRR)

Monthly Recurring Revenue is a basis of how much revenue your organization earns each month. This is a crucial metric to measure not just for financial purposes but also to improve the conversion rates. MRR allows organizations to leverage financial forecasting, planning of revenue sources, growth measurement, and momentum.

Take an example of planning a B2B sales appointment setting. It is a fundamental activity for any organization’s sales team, yet calculation of MRR can help them understand the need for an increase in the intensity of efforts.

You can calculate MRR by,

Monthly Average Revenue per User (ARPU) X Total Number of Monthly Users = MRR

It is a business-performance metric that helps measure the product’s ability to impact customer success through revenue generation. However, MRR is dependent on the average revenue per user or ARPU.

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#2. Average Revenue Per User(ARPU)

ARPU or Average Revenue Per User is also known as the Average Revenue Per Unit. It is a measurement of how much revenue an organization generates from each user. SaaS-based organizations, telecommunication companies, and digital media firms use ARPU as crucial customer success metrics.

ARPU can help you gain essential data regarding,

• Capacity to generate profit
• Customer needs
• Forecasting financial gains
• Competitor analysis

Calculation of ARPU depends on specific factors like total revenue, time for which the sale is considered, and an average number of user interactions.

Total Revenue / Average Users = Average Revenue per User

Here, for calculation of ARPU, many organizations consider the time monthly due to the subscription model of revenues. ARPU also relates to the churn rate, considering the average number of users for calculations.

#3. Churn Rate

Customer churn rate is the measure of how many users you have lost. These customers don’t use your services and products anymore. This is the reason why it is also known as the customer attrition rate. Churn rates are one of the most significant customer success metrics.

According to a report, a SaaS company can have a churn rate of about 5–7% annually; at the same time, a small business may have to deal with 58%. There are several indicators to an increase in the churn rate,

• Subscription cancellation
• Accounts getting closed
• Recurring value loss
• Contractual losses for recurring business

If you want to calculate the churn rate for your business, you need to divide the total number of customers churned during a specific time by a total number of users.

Total churned customers/total no. of all customers = Customer Churn Rate.

Churn rates are closely associated with the detractors and promoters, leading to another vital customer success metric- Net Promoter Score(NPS).

#4. Net Promoter Score

NPS is a business metric that helps you gauge customer relationships. When you want to measure NPS, there are two types of customers: a detractor and the other is the promoter. A detractor is an unhappy customer that is unlikely to buy or experience your product again. At the same time, a promoter is a loyal customer.

Source: 15 Business Metrics Essential to Your Growth (appsumo.com)

However, some passive customers may or may not rebuy your product. To calculate the net promoter score, you need to subtract the percentage of detractors from promoters. It will help you understand the level of customer attrition and the reasons for higher numbers of detractors. Another critical factor that can help you determine detractors and promoters is customer satisfaction.

#5. Customer Satisfaction Score (CSAT)

NPS is a measure of how your customers may or may not promote your services; at the same time, a customer satisfaction score can help you understand how satisfied they are. It is one of the easiest customer successes that you can track through several touchpoints across the user’s journey. In addition, it offers feedback on parameters that you need to improve on for customer satisfaction.

For CSAT, you can use short surveys that offer ratings from customers regarding your product or services. The survey can be sent through different channels of interactions like emails, chats, social media messengers, etc.

First, you need to divide the positive responses by the total number of responses you receive and then multiply by 100 to get the rate in percentage.

All these customer metrics are a great way to understand the bottlenecks in your products or services. However, once you find these issues, there are several ways to improve on them. One of the most effective approaches is to use a chatbot. A chatbot is a computer program that can help you mimic the human to human conversations for enhanced user experience and customer interactions.

Chatbots are a great way to simultaneously improve your content marketing efforts and business performance through users’ rich experience. For example, you can employ chatbots that target customers based on their position in the sales funnel and improve conversions. This way, it can enhance your CSAT, reduce the churn rate, and increase NPS.

Conclusion

Customer success is a major aspect of any business performance. It means that your customer’s success is directly proportional to your organization’s performance. Tracking these metrics will help you gather vital data related to product performance which you use to improve your offerings.

At the same time, advanced technologies like chatbots, Artificial Intelligence and Machine Learning can help you aggregate customer success data, analyze it, and offer intelligent recommendations.

Don’t forget to give us your 👏 !

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Customer Success Metrics You Need to Track in 2021 was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

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