vol.2 All automated? or by manual? Think about the best operating system for your company!

Have you install the chat with your favorite design? The design of the chat is very important and it would increase inquiries, or can express sophisticated image. It would mean a lot if you try out numerous design patterns.
(Previous article) Set your favorite chat by customizing chat design freely.

In this page as vol.2, it would explain how to operate the chat.

3 purposes to install the chatbot

There are three purposes to install chat system and the chatbot.

• First, it would decrease cost and increase effectiveness by customers solving their own problems using the chatbot automatically responding to frequently asked questions.
• Second, it would increase the contacting point with customers visited your homepage, and to connect to asking for document, service guide, and sales activity.
• Third, to operate inquiries inside the company and share knowledge

All automated and hybrid

Let's think about the operation method depending on purposes!
Chatbot and chat system's operations are usually All automated and Hybrid which is to send automated message first and would change to manual in the middle of the conversation. There is a chat system which operates all manually, however, if you prepare frequently asked questions in advance, it would be used three times more than when nothing was there, so the method Hybrid is becoming popular now.

Urge customers to solve their problem on their own and decrease cost and increase effectiveness

When you want to urge customers to solve their problem on their own with the chatbot, All-automated method is best suitable. All-automated method is chosen often because it would not need operators so no personnel cost. However, All automated method's auto responses would not answer to all the questions from customers. If you want to flexibly answer to customer's questions other than fixed phrases and the high maintenance service with customizing, you can respond by Hybrid method. Hybrid method would automatically respond to frequently asked questions and if it is not answered, then the operator will reply to customers. Based on the history of chat with manual operation, bring up the unanswered questions by auto responses, and fix the chatbot based on that, it would increase quality of the chatbot even more.
When you want to operate with all automated method, we recommend you to prepare chat window with a form in case auto responses were not enough to respond to all customer's questions. The customer satisfaction rate when using All automated method would go up by 15% on average depending on the content of service and when you prepare email form when auto response did not solve the problem.

When you want to increase contact point with customer and connect to sales activity

When you want to increase contact point with a customer, it is recommendable to do the manual method. However, in this case too, it is recommendable to prepare [Frequently asked questions] because it takes too much time if the operators are answering to all questions from customers. Then, when only frequently asked question did not solve customer's question, it would switch to the operators, which we call Hybrid method.
In case the operators cannot be prepared, or when you want to just take an inquiry, you can operate on All automated method.

When you want to operate inquiries inside the company and share knowledge

When you want to operate inquiries inside the company and share knowledge All automated or Hybrid method are usually used in this case, and further more, AI Chatbot is used often.
AI Chatbot cannot respond to questions with 100% accurate, so it is still early to use towards customers, however, if it is for inside the company, the convenience trumps the risk of not answering the right question. Other than that, chatbot is being used for system inquiry, work flow/manage conference room and creating manuals through API.

Setting

Do you know your purpose to install the chatbot and its operation method?
In here, it explains the setting method of [All automated] and [Hybrid] method.

Setting of all automated Chatbot

Setting of hybrid method chatbot

Make a chatbot specialized account, leave the check from chat response, use the chatbot when offline, delete text area etc.. The traditional home page (which does not have a chat window) is just like a catalog or bending machine where customers look through products and buy. By setting up a chat window, you can directly communicate with your customer. Therefore, the home page becomes a store with customer service.
The chat enables to understand needs fully and make a use of it for company's better service. You can also make a connection point with a potential customer, so it would increase conversions even more than all automated method.
It is best to use operators to manually respond to customers unless it is a business like bending machine and you want to maximize chat function.
Frequently asked question to us is
[We do not have skills to install a chat]
[If we receive phone calls, email and chat at the same time, wouldn't it put more weight on us?]
We understand your concern if you have not touched anything with chat.
However, we recommend you to just try first.
The chat is a new communication tool but it is not difficult at all. Anyone can do this if you become used to it like phone calls and emails. The cost of customer service would cut to half because it can be responded more lightly and faster than calls and emails, so customers after using a chat as customer service would usually stick to chat service instead of calls and emails.
How many operators you need? Just one is fine. It is exactly same as phone calls.
When installing chat window, initial response time is very important.
In order to respond fast to a chat, other than automatically respond with the chatbot, you can utilize functions below.
・Know when the chat came in with notification app
・Respond with fixed phrase fast

When you are using the chatbot and manual operators at the same time, before connecting to operators, automatically respond to questions which can be answered, of use the chatbot to minimize work for operators or you should line up frequently asked questions.
One and main purpose of installing chat window is to decrease support cost. Inquiries is hard to manage after a certain point, but you cannot neglect customer support. The chat would decrease inquiry cost compared to calls and emails, and increase customer satisfaction substantially, so more companies are installing to use chat support. It has a high needs from help desk inside the company, customer support in BtoC business where they want to decrease cost with chat and want to create all automated chatbot. It is not so easy that AI can automatically respond to all questions. Free word conversation by AI is still developing and most of the product are usually just expanding FAQ and search in it, so it would not solve anything which customers asks question outside fixed phrase and FAQ. And the maintenance fee cost so much money to make AI learn, so it would not solve problem of decreasing cost. It would also be a cause of risk when using AI freeword Chatbot to customer service outside the company.

Defensive chat

One and main purpose of installing a chat window is to decrease support cost. Inquiries is hard to manage after a certain point, but you cannot neglect customer support. The chat would decrease inquiry cost compared to calls and emails, and increase customer satisfaction substantially, so more companies are installing to use chat support. It has a high needs from help desk inside the company, customer support in BtoC business where they want to decrease cost with chat and want to create all automated chatbot.
It is not so easy that AI can automatically respond to all questions. Free word conversation by AI is still developing and most of the product are usually just expanding FAQ and search in it, so it would not solve anything which customers asks question outside fixed phrase and FAQ. And the maintenance fee cost so much money to make AI learn, so it would not solve problem of decreasing cost. It would also be a cause of risk when using AI freeword Chatbot to customer service outside the company.

• All automated response choice type
• When the chatbot did not solve the problem, switch to chat with operators or offline form

It has a high needs of all automated response with the chatbot.

You can respond to customers when offline.

In Chat Plus, you can respond to customer's inquiries automatically even when offline. Other than chatbot, you can receive inquiries with email form and hide the text area.

Automatic response setting

You can add new rules of auto response. You can also set to combine multiple rules. After editing, click on [Register].

(1) Open Chat Plus's setting screen and click on [Chat]>[Function]>[Chatbot] on the left side of the screen.

(2) Click on [Auto response setting]>[+Add auto response].

(3) The screen [Register auto response] will be shown, enter in the box right next to [Greeting when starting a chat], [Thank you for visiting. Do you have any questions?].

(4) Check in the box [Add questions] and leave the box checked, and click on [Add choices], make it two.

(5) Enter in each choice in (4), [I want to know the business hour] and [Chat with the operator].

(6) In the section [Display rule], click on [Elapsed time after displaying a page] from the pull down.

(7) [〇 seconds after displaying a page] will be shown below the pull down in (6) and enter [20] in the empty box.

(8) Click on [Register] and
1．Check if the registered rule is added below [Register auto response]
2．Check if it is [ON] on the right of the set rule.

(9) Click on [Auto response setting]>[+Add auto response].

(10) The screen [Register auto response] will be shown, so enter in the box right next to [Greeting when starting a chat], [Our business hour is Monday-Friday 9:00-18:00].

(11) In the section [Display rule], click on [Match with user's remark] from the pull down.

(12) [Match with 〇] will be shown below the pull down in (11), so enter [I want to know the business hour] in the empty box.

(13) Click on [Register] and
1．Check if the registered rule is added below [Register auto response]
2．Check if it is [ON] of the set rule

Inquiry reception when offline

You can manage inquiries when offline with tickets.

It is hard to distinguish whether the inquiry is solved or not when receiving it by emails,
but with ticket, you can share it with task method and manage, so you would not miss out on unsolved inquiry.

Set operators

In Chat Plus, you can log into one ID of an operator from multiple people. In addition, with the chatbot, you can auto respond to many questions. Here, it explains how to set an operator at first.

In Chat Plus, you can add multiple operators
If you prepare multiple operators, it can login with different ID and you can distribute chat to each operator.
For example, create a common operator and log into it with multiple people, when a customer asks questions, an operator who can respond to that can respond.

(1) Click on the setting button on the upper right of the management page.

(2) Click on [Manage operator] on the left side of the screen.

(3) Click on [Add operator] at the top of the screen.

(4) Enter operator's information to add and click on [Register].

(5) Check if the operator registered in (4) is added.

Chat Plus is a tool to increase inquiries and customer satisfaction. However, all services and companies has the same operation system. You can create your own operating system based on the know-how described in here according to your service content and needs.