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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 had Salesforce as their Customer relationship management (CRM) for some time and its tools have made their life easier, and smoother and optimized 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 thanks to their Salesforce platinum partners. 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 via the Salesforce platinum partners.
Chatbots are computer programs that 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 the website or calls), the customer is interacting with a bot. Salesforce has its 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 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 business of any nature:
Quick replies – They can immediately and effectively answer customer queries on basic stuff such as retail locations hours of work and so on. This leaves the customer happy say Salesforce platinum partners.
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 that 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 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 the 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 confirm Salesforce platinum partners.
Most laypeople assume chatbot = artificial intelligence. This is not true. Not all are linked to AI and not all of them are smart. Natural language processing (NLP) or natural language understanding (NLU) are technologies that enable 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 that don’t have it.
Anyone can ask for a chatbot for their business, and anyone can install one. It’s no rocket science say Salesforce platinum partners. However, this is where the novice and the experienced hands get separated. A good chatbot needs planning and expertise. We feel you or anyone should get their chatbot process set up through a good company with experience and knowledge or don’t get one at all. There is no point in 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 that 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 are the future of the business. They are here to change the whole customer experience according to Salesforce platinum partners. Let us know your experiences of dealing with chatbots by email. Write to us and update us. Cheers to all of you from Salesforce platinum partners!
About the Author
RS Maan
Maan joined Salesforce Ecosystem in 2008 with entry of Salesforce in APAC region. He worked on many of the underlying Salesforce Products & it’s functionality, including Heroku, Chatbots, and Einstein before leading Codleo Consulting - Leading Partner of Salesforce.com & Salesforce.org. In his spare time, he immerses himself in travel, books and spirituality.
