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By Dan S.

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The answer, in part: Chatbots and Live chat.​


Businesses have started implementing chatbots in their operations to meet the extended round-the-clock chat support capability it offers. Customers now use Chatbots for one purpose only: to get real-time answers to all their questions and automate the task they ask of the business. 


Based on a recent study, 90% of customers shared that the live chat button gave them the assurance that they can get help whenever they need it and that 63% of customers are more likely to go back to a website that has a live chat feature.  


They’re easy to set up and can help reduce operational costs while also increasing conversions because no customer falls through the cracks. Businesses can cut operational costs by reducing the time and effort that employees spend to respond to inquiries, or by having global teams equipped with the right technology. Bots should be part of an automation workflow program that can, not only provide answers, but complete an entire task simply by asking the bot to do so. 


Before you get ahead of yourself, it’s worth noting that chatbots are more than just instant automated tools that reply to your customers. You may set one up using a messaging platform to say that your company is present, but the question is: will they help or annoy your customers? 


Chatbots need to be designed with your customers' needs in mind.  



Here are 6 steps to avoid losing your customers with chatbots: 

1. Define your chatbot’s purpose

Whether it's to answer after-hour inquiries, increase the number of leads, or to manage an influx in allowing a customer to completely self-serve an order change, it’s best to define why you need a chatbot and weigh the benefits of having one.​

2. Define your chatbot’s purpose

Rule-based chatbots are defined by a decision tree or a flow chart you will design. With rule-based bots, the possible conversation is already mapped out.  


AI-powered bots are really changing the game in self-service interactions and process automation. Whether webchat or voice, the same AI bot is able to understand the context of the request even if they don’t fit a tight script or menu of choices. They can even detect the age and tone of a customer’s voice and direct them to the appropriate team or workflow without having to go to an agent. They even learn about what you already know to provide direct answers rather than simply provide a link to an FAQ.​


3. Design the decision tree and map out the Intentions (Topics) and Utterances (Responses or Answers) to be achieved in an 

Episode (Customer Interaction)

What are the frequently asked questions of your customers? What answer will they get if they click on one of the choices? These are some of the questions that your decision tree should be able to answer.  


One mistake that businesses make is that they tend to dump information in the decision tree in hopes that whatever answers their customers are looking for will be there.  


Avoid info-overload! Don’t just send information; customers look for specific answerto their specific questions. Design your user flow based on frequently asked questions by your customers. 


What happens if they deviate from the happy path? Make sure that your decision tree won’t be tedious and repetitive! The key is to let customers know what they should do next or direct them to a live agent complete with the customer context to avoid the dreaded Q&A dance again. 

4. Craft the right tone of voice and messaging

Since interactions with customers are digital-only, another common mistake that businesses make is that their chatbots sound robotic and repetitive. This poses red flags to customers because they’ll feel misunderstood or unheard. The more human-sounding and personalized your chatbot is, the better!

This makes customers feel like they’re having two-way conversation.​

5. Identify the best platform for you and your customers

Once you’ve designed the decision tree you want to implement, it’s time to determine what channels you can best use to converse with your customer. Are they mostly on your Facebook or Messenger page? Or is your main driver your website? Maybe use WhatsApp or even a simple SMS chat. Never forget the same principles now apply to voice. Gone are the days of the old menu-based IVR (Interactive Voice Response) system. AI IVR should provide the same self-service experience as modern as your chatbot.​

6. Have a well-trained live chat specialist team as a back-up

Many businesses have realised the importance of adding live chat in their brand-to-consumer communication. Live chat can ensure that your customers’ inquiries will be answered by a live chat agent who are equipped with the know-how and personal touch when conversing with customers. There is often an unhappy path in which the bot can’t complete. Having both live chat and chatbots provides a seamless experience where you won’t miss any request or potential leads. It’s important to remember that your agents should have good grammar skills to understand the nuance of this new written form of support!​

What's next?

Still at a loss on how you can set up an always-on customer support using chatbots? 

No worries! Groworx can help you design, implement, and manage a 24/7 chat support system that is specifically designed for your company using live chat and chatbots.  


We can have a Contact Centre and chatbot up and running for you in a matter of days! 


Speak with our chat experts today to learn how we can leverage advanced contact centre technologies and our global teams to meet the demand of this digital-dominant world. 

Weekly News Roundup with Curiosity Worx (October 5 to 9 2020)​

If there’s one thing that this pandemic has taught businesses and their leaders, that is to adapt to sudden changes and rise above adversity. Staying on top of current trends and news can make huge impact in decisions that can affect businesses in the long run. For this week, we’ve rounded up some notable news about transforming businesses with the use of AI technology, improving brand-customer communication using chatbots, and designing customer-centric journeys and experiences.​

Weekly News Roundup with Curiosity Worx (July 6 to 12, 2020)​

Just recently, Prime Minister Scott Morrison raised awareness of months-long 'state-based' cyberattack on Australia’s government, education, health, and business sectors. This wake-up call follows on the heels of a cyberattack on Lion that forced the beverage manufacturer to temporarily cease production. Australian businesses need to look to ensure that the technology their businesses employ must o stay updated with the latest developments in their industry. Adapting to automation, the demands for new capabilities and skills, and sweeping industry trends and forecasts can give businesses the edge over their competitors.  Conquering the Centre  1.  Upskilling the Contact Center: Planning for Your Agents’ Future in an Era of Uncertainty The pandemic has necessitated a shift to a digital only business world and to more prevalent automation for businesses. According to The World Economic Forums’ “Future of Jobs Report”, that by 2020, 54% of all employees will need significant upskilling. For the contact centre industry, automation should gradually take over rote tasks such as collecting customer information. Contact centre employees must learn how to use these programs and software but at the same time, there will be a demand for soft skills.   The demand for soft skills has already been on the rise with tools like chatbots automating menial tasks. The ManPower Group’s report showed that while 38% of organizations find in-demand technical skills difficult to teach, 43% said that training employees in the soft skills that they need is even harder. If digital tools take over simple tasks, contact centre employees need to improve communication skills, problem-solving skills and relationship building. The human touch has been and will continue to be a major differentiating factor for customer engagement and contact centres.    2.  How to build trust in an increasingly automated business world Despite customers and businesses not only accepting new technology that automates customer experiences, but the human touch also makes or breaks an experience. “We increasingly want to do business with people that we trust rather than just another faceless brand,” Aurangzeb Khan writes in an article about how to connect better with their audiences when automation takes over what were once points of interaction between businesses and their customers.  Unlike taking to a person, automation technologies like chatbots lack conversational markers like the tone of one’s voice and body language. 90% of human communication comes from nonverbal cues and these are lost when interacting with machines. Solutions like video conferencing can help improve both CX and EX by providing face-to-face interaction even on a digital platform.  At Groworx, we create creative CX strategies that address ever-shifting business needs and translate them into action. We’ve helped businesses leverage new technologies and capabilities like Live Chat to connect the human and the digital. Talk to us today to learn how we can help you.    The heART of CX  1.  5 Tips to Engage Remote Staff During Lockdown Good EX and good CX go hand-in-hand. After all, employees are a business’ frontline when dealing with customers. Keeping employee engaged despite them working remotely means staying consistent with the organisation’s culture and communicating. Provide employees with the tools and resources they need to continue excelling at their role. At the same time, businesses must also implement structure, processes and policies to maintain order and security.   At Groworx, we also like to show our appreciation for our employees and give them a chance to bond with each other. For example, we hosted a virtual pizza party. When businesses take care of employees, they can become brand ambassadors with customers. were able to shift to remote working in just 48 hours thanks to our agile teams and global ways of working. Let’s chat today and we can tell you how to keep your employees safe and productive when working from home.     2.  We’ve reached the Age of Customer-Centricity. But what DO customers really want? Communication is the most important aspect in the business-customer relationship. Getting it right, especially during a crisis is critical. Recently, brands have been sharing the actions they’ve taken in response to the COVID-19 pandemic. From using hospital grade disinfectants on commonly touched surfaces to talking about remote work arrangements and social distancing. This line of communication opens itself up to questions like, “Why aren’t you already doing these things to protect customers and employees?”  As the new policies and processes become part of the new normal, brands need to look more at how to properly show care for their customers, employees and communities. Our Associate Director of CX, Shelley Beeston talks about caring for customers in her blog. She describes how businesses that show care will rise above the competition. Consult with Shelley today and learn how we create brilliant strategies and turn them into great performance with our CX in Action service.    IMO (Innovate. Modernise. Operate)    1.  Eliminating Bias in Recruiting through Artificial Intelligence Recent events have highlighted how discrimination disenfranchises marginalized groups. For businesses, forming diverse teams adds insight and skills that make a difference. Can AI, which is considered free from human bias and error, help businesses in the recruitment process and build more diverse teams? Amazon seems to prove this wrong as they retired their recruitment AI in 2018. But their experience is not the fault of the AI, but the algorithm they used. Their algorithm was modeled based on data from the past ten years, but in the past ten years, majority of resumes sent to Amazon were from men. Thus, the AI ended up favoring men over women.   However, AI platforms like Pymetrics gamify the recruitment process and assign categories to candidates so that talent acquisition teams can easily sort through thousands of job applicants. AI tools like Pymetrics should not be the only way to sort through candidates, but it can help significantly speed the process of reviewing resumes. In the end, human judgement still plays a massive part in the recruitment process, but advanced technologies can help make this process easier, faster and less biased.    2.  Building an Agile Enterprise Starts with Culture and Technology At Groworx, we believe that the world has become agile. Customers demand instant responses and engagement and technology forces businesses and even entire industries to innovate and adapt. Digital transformation starts with company culture and business technology platforms. Instilling a modern, agile culture in an organisation encourages employees to respond to new demands and gives them the tools to act instantly but not haphazardly.   Even with an agile culture, a business will not be able to keep up with the competition without leveraging advanced technologies. Technology accomplishes two important things: taking over menial tasks to free up employees to do more complex work and make opportunities visible across the entire enterprise. Whether it’s a CRM tool or a chatbot to help answer customer queries, technology plays a large role in empowering employees to do their work and to do it quickly. At Groworx, we believe in the power of technology to transform. Groworx Technology Solutions help businesses co-create, implement and manage advanced technologies. Talk to us today to find out how we can help your business adapt to today’s agile world.     Want to get the latest news about cool new tech and CX innovations? Subscribe to our newsletter and stay updated with Curiosity Worx.​


Bots Are Not Band Aids

6 Steps to Prevent Chatbots from Losing Your Customers

Every business and its customers are enduring the frustrating and sometimes debilitating impact of the pandemic on how they engage with each other. To be successful, this important symbiotic relationship relies on a minimum level of transactional capability for the relationship to be a fruitful one. Businesses want to sell and serve while customers want to buy and be taken care of. These highly personal experiences are two sides of the same coin for which our life and personal economies rely. 


Despite digital capabilities being pervasive for over a decade, many businesses are still in the early stages of their digital transformation. But businesses have always had a failsafe - the ability to provide in-person assistance to serve customers, which has slowed under the cloud of the pandemic.  


At the centre of the problem is the transition from in-person contact with a business, to a digital-only or digital dominant connection. This has seriously impacted businesses and their ability to cost-effectively provide a good sales and service episode to their customers.  


While the speed of this transition has accelerated many digital agendas, there are some strategies and tactics that can connect the digital business with their customer in a personal way. 


Think about this for a moment. With everyone staying at home or working remotely, the days are longer and the line between work and personal lives are increasingly blurred. The notion of a work day and after-hours support is evaporating, flattening the curve of connection between a business and customer. In a digital dominant world, the traditional 5pm close time doesn’t exist. 


So how does a business provide for the surge of an always-on sales, service and operations capability with limited resources? 

The Official Blog of Groworx