With an influx of volume and unpredictable spikes, there are good options to better operationalize your agents in Khoros Care. This article highlights immediate automation opportunities and offers some strategy and guidance on how to proceed.
We are also hosting a webinar on Thursday, March 19 to discuss this topic.
Before more advanced chatbot and automation use-cases, you should consider auto-responding when you are not staffed and setting engagement expectations when you are. Be transparent, and although customers may wish you to respond all the time, they will feel better knowing you’ve heard them and will get back to them. If there is a spike in volume, letting them know it might be five minutes until an agent is available will help keep them from getting as frustrated as fast.
If you have already integrated your own chat-bot into Khoros Care, you may be doing this today with our Automation Framework and Current TAR api. You should have your bot set expectations when it hands over to an agent about when the agent will be able to engage.
If you do not yet have a chatbot, Khoros has been planning to add the ability to configure “Simple Welcome Responses” in our platform. And because of the current situation, we are accelerating this work.
“Simple Welcome Response” will allow you to send an auto-response when customers initiate new private conversations with you. This will be a free feature and we are starting its Early Access program today with the ability to have auto-responses by language, work queue, and business hours. At the moment, Khoros will need to manage the configuration of the Welcome Responses for you and we expect self-service capabilities by mid-May.
To participate in the “Simple Welcome Response” Early Access program and request configuration changes, please contact your Khoros representative.
Beyond basic welcome messages, relatively simple chatbots can also have a profound impact on your customers’ experience. We recently released Khoros Bot, a chatbot intended for triage and FAQ deflection, but note that it does take at least a few weeks to put a new bot in place. Please contact your Khoros representative if you’d like to learn more.
The key is to always make sure the chatbot is not getting in the way of the customer getting help from a person. The chatbot can gather information to help an agent be more effective quickly, or if it can deflect frequently asked questions away from an agent to give them more capacity.
It is worth highlighting again, that a chatbot needs to get out of the way quickly if it doesn’t understand or a customer wants an agent, especially in these times of emotional stress.
With an influx of conversations occurring directly or indirectly about COVID-19, update your tagging, routing, and prioritization rules to account for the additional volume. Additionally, configure shared dashboards to analyze the impact and measure the utilization of your agents.
If you are an admin that needs help enacting the below best practices, our product coaches are here to help.
Click here to book 1:1 time with a product coach to help you manage your increased volume.
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