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Virtual agents
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Your
website is a critical extension of your business.
You must deliver a unique and satisfying customer
experience in order to gain customers and
sustain relationships over time. Superior
customer service on the Web will increase
your sales conversion rate, create customer
loyalty, and lower your overall support costs.
eGain ChatBot™
is a lifelike, conversational agent providing
a unique, interactive and personal way for
users to get answers and assistance on your
website, 24 hours a day, 7 days a week. A
user simply chats with your assistant, and
the assistant acts as your agent, providing
answers, processing data, and solving customer
problems. eGain ChatBot provides the frontline
support so your customer service staff can
concentrate on more complex tasks.
Save time and money
Every agent knows that some questions get
asked more often than others. This phenomenon
is commonly referred to as the 80/20 rule:
A small number of questions account for a
large majority of call volume. Why pay an
agent to answer those common, simple questions?
Why impose a lengthy queue when only 20% need
live assistance? eGain ChatBot dramatically
reduces support costs, shortens queues and
improves the customer experience—all
at the same time!
Self-service customers really use
A polite and engaging employee is a valuable
asset at a retail store. On a website, customers
feel more comfortable conversing with an employee
than typing words in a search box. eGain ChatBot
can be as engaging and as valuable as a human
employee. An assistant can have the personality
and character of a human representative—providing
users with support and entertainment; and
evoking trust, commitment and loyalty. Customers
interacting with assistants have a similar
reaction to people who are watching TV. They
tend to suspend their disbelief and treat
the assistant as if it were a real person.
To reinforce and leverage your brand, you
can modify the appearance, tone and personality
of your assistant to best reflect your company's
message and style. eGain ChatBot projects
a consistent image for your company and can
aid in integrating your brand and identity
into your customer communications.
Upon installation, your virtual agent will
be able to: |
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Greet users
on your site |
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Take users
on a tour of your site |
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Answer frequently
asked questions (FAQ) |
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Conduct surveys |
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Escalate issues
to a live agent it doesn't know the
answer |
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All you have to do is teach your agent the
specifics about your company, products, and
services.
Provide customers with the answers when
they want them
Customers can visit any website they want.
If you want them to make spending decisions
at your site, you must assume responsibility
for their satisfaction. Shoppers demand information
and assistance any time of the day or night.
They don't want to struggle with a search
engine or wait for an email response to a
simple question. eGain ChatBot provides a
fast, interactive way for your customers to
find what they want, when they want it. In
providing an assistant on your webite, you
are ensuring their satisfaction. The assistant
tells your customers: Don't worry, I can probably
solve your problem right here and now, And
if I can't, I'll get someone who can. Your
agent even recognizes when it doesn't have
the right answer, and escalates the user to
a live agent through chat or email. Satisfied
customers will show their gratitude for your
service by shopping at your website.
Learn from customer visits; keep customers
coming back for more
Some companies believe that you can have a
"relationship" with customers by
analyzing how they click through a website.
If you want to know what is in your customers'
minds, just ask them. But don't expect them
to fill out a form. Ask them during a natural
conversation—when the customer pays the
agent a compliment, expresses satisfaction,
or asks a personal question. eGain ChatBot
remembers the sequential visits of your customers
and can prompt users based on prior conversations.
Because your agent always asks permission
to gather information, your customers' privacy
is assured. eGain ChatBot has a reporting
tool that allows you to follow your customers'
thought processes and identify ways to enhance
the site to better meet their needs. Reporting
provides real-time access to all customer
dialogs, and a query tool for generating graphical
reports showing how your customers are responding
to survey questions. This data can be shared
within your company to ensure your site (and
company) is truly customer-focused.
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