Designing conversational experiences
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From Customer Success Summit 2017 - John Forrester, CMO at Inbenta, discusses "Designing conversational experiences". Learn more about Customer Success Summit: http://customersuccesssummit.com Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success. Learn more at www.totango.com.
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Designing conversational experiences
- 3. PRODUCED BYPRODUCED BY Everyone is disrupting the old, and bringing in the new.
- 4. PRODUCED BYPRODUCED BY How are you disrupting traditional customer service?
- 5. PRODUCED BYPRODUCED BY You’ve launched self-education portals.
- 6. PRODUCED BYPRODUCED BY Deployed online chat.
- 7. PRODUCED BYPRODUCED BY Optimized your call center.
- 8. PRODUCED BYPRODUCED BY Then your company grows.
- 9. PRODUCED BYPRODUCED BY You might experience budget cuts affecting staff.
- 10. PRODUCED BYPRODUCED BY Customers are overwhelming your operations.
- 11. PRODUCED BYPRODUCED BY What do you do?
- 12. PRODUCED BYPRODUCED BY Hide online chat, hide phone numbers, hide forms.
- 13. PRODUCED BYPRODUCED BY But your customers want to talk to you. Really, they do.
- 14. PRODUCED BYPRODUCED BY Chat offers the highest satisfaction level (73%). -Econsultancy
- 15. PRODUCED BYPRODUCED BY But can you afford to have your chat agents working 24x7? Are your agents trained enough to answer complex questions? Are you monitoring staff and ramping new ones? What’s your average response time? 1-2 minutes…more?
- 16. PRODUCED BYPRODUCED BY How do you scale?
- 17. PRODUCED BYPRODUCED BY Chatbots are here.
- 18. PRODUCED BYPRODUCED BY Answer questions immediately, anytime. Even when your team isn’t working.
- 19. PRODUCED BYPRODUCED BY Natural language processing understands the meaning behind questions. International shipping policy Cruises in southern Europe
- 20. PRODUCED BYPRODUCED BY Hybrid chat functionality will connect your customers to agents when needed.
- 21. PRODUCED BYPRODUCED BY Approach to launching an enterprise chatbot Integrations: CRM, CMS, Search, Mobile Chatbots • Customer Support • Pre-sales / E-commerce • Facebook & APIs Natural Language Lexicon & Customer Knowledge Base
- 22. PRODUCED BYPRODUCED BY Companies who have deployed the technology.
- 23. PRODUCED BYPRODUCED BY Speaks over 25 languages. Basque Catalan Chinese Czech Danish Dutch English Finnish French Galician Hungarian Italian Japanese Korean Norwegian Polish Portuguese Romanian Russian Spanish Swedish Turkish
- 25. PRODUCED BY Q&A