Chatbots Can Quickly Improve Customer Support Metrics

Customer Support Metrics

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Chatbots Can Quickly Improve

The Basics We live in a highly competitive world today. One mistake from a business or brand, especially in offering support to an existing customer, and he/she will especially in the case of customer support or running a contact center.

Talking specifically about customer support, 50% of the customers are no longer bothered whether they are interacting with a human agent or an AI bot.

What they want is answers to their queries in the shortest possible time. The use of Al chatbots enables businesses to offer better assistance and support at various touchpoints in a customer journey.

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switch to a competitor. This is how fierce the competition has become,

Do You Know?

78% of customers back out of making a purchase due to bad customer experience.

39% of customers will avoid a business or brand after having a bad customer experience.

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1/3rd of the customers would consider switching a brand or business after a single incidence of poor customer service.

Ticket volume Average resolution time First contact resolution rate Customer churn Net Promoter Score Customer satisfaction rate Ticket backlog Customer Effort Score Average ticket handling time

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Essential KPI Metrics That Matters

Delivering seamless and responsive customer support: With an AI bot, 24 × 7 × 365 availability is possible.

Unlike regular contact centers that can provide support only during business hours, AI bots can assist customers without any limitation.

Chatbots can respond to all customers, no matter the time zone or geographical location.

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AI chatbots can help improve the overall customer support experience.

Instant & Faster Resolution Customers hate long queue time and get really frustrated if they are made to wait.

By interacting with AI bots, customers get resolutions without the need to interact with the human agents directly.

With AI bots, the number of tickets that require attention from a customer support agent is reduced.

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The use of next generation AI bots can handle an infinite number of queries and concerns from customers.

Better AI chatbot support=Happy contact center agents=Happy Customers: The number of calls that a call center agent has to handle is really high which results in a high attrition rate.

Unhappy and stressed agents ultimately impact the productivity of the customer interactions.

Also, businesses again need to invest in training new employees which means more expenses and loss of time.

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One of the biggest challenges that call centers face is agent burnout.

Conclusion For businesses to improve their customer support metrics and cater to customers better, a next-generation AI bot like Cisco chatbot can provide a wide range of benefits.

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The use of Al chatbots has completely transformed the way businesses offer support to customers. Chatbots have reduced operational costs as well as improved the efficiencies of contact centers.

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