Top 5 Reasons to Implement a Digital Customer Service Platform
By: JP Simbandumwe | 2 minute read
Our top 5 reasons to implement a digital customer service platform, including a conversational interface platform (chatbot)
If implemented thoughtfully and managed carefully, a digital customer service platform that includes a chatbot can help meet your organization's communications and program delivery goals by:
Reducing overall program delivery costs by diverting simple and repetitive inquiries away from more costly channels (in-person, email, or call center).
Allowing your staff to respond to the most frequently asked questions quickly, accurately, and efficiently with consistent messaging and language across social media platforms.
Facilitating efficient and timely intervention to quickly correct misleading or inaccurate information.
Providing the mechanism to quickly move some conversations from public to private channels where appropriate, so that small issues do not become big headaches.
Automating the seamless transition from a conversational artificial intelligence (a chatbot) response to a call center agent to address more complex issues.
The 5 signs that your organization should invest in a digital customer service platform (and a chatbot)
In our experience, there are specific situations where investment in digital social care and implementation of a chatbot will likely achieve some or all the goals described in the “top 5 reasons” above:
Your program’s online service is a complex series of steps with potential wait times for processing between steps and the potential of client inquiries on the status of their applications or case.
There is “room for interpretation” and potential exceptions on which rules apply to specific situations for eligibility or categorization of online services provided.
The rules of your program or process are subject to change (with potentially little notice), based on external events.
Your program provides services to hundreds of thousands or millions of citizens (who actively communicate with you).
There are time constraints, external urgencies, or deadlines for your staff to provide services for your constituents to complete an application process.