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Intro – Salesforce CPQ
Intro – Salesforce CPQ Today I am going to give you introduction of Salesforce CPQ. In this I will be primarily focussed...
WhatsApp Chat
This gives a 24*7 customer support with enhanced customer engagement and automates the task increasing the efficiency
Automated software solution designed to interact with users via the messaging platform, WhatsApp. It leverages artificial intelligence (AI) and natural language processing (NLP) to understand and respond to user queries, provide information, and execute tasks without human intervention. It can be integrated with various backend systems to perform operational tasks. It support rich media (images, videos, documents), quick replies, buttons, and lists, making interactions more engaging and user-friendly.Key Features Capabilities
- Interactive UI: Designed for seamless interactions between customers and agents. Enables users to effortlessly submit and discuss any queries in WhatsApp application, providing a convenient and familiar interface for customer support.
- Automated Query Resolution:An initial automated response system is implemented which utilizes a comprehensive database of predefined questions and their corresponding answers. When a user submits a query, the Chabot first attempts to match it with these pre-existing solutions.
- Escalation to Human Agent: When the automated system is unable to resolve the user’s query, escalation process to connect the customer with a human agent via WhatsApp chat is implemented.
- Real-time Analytics: Track user interactions, response rates, and other metrics in real-time.
- User Authentication:Integration with OTP or password-based authentication systems for secure user identification.
- Rich Media Support: Can send and receive images, videos, documents, and voice notes.
Use Cases/ Applications
- Customer Support: A retail company uses a WhatsApp Chabot to handle customer inquiries about product availability, status, returns, and refunds.
- Appointment Scheduling: A healthcare provider implements a WhatsApp Chabot to schedule appointments, send reminders, manage cancellations.
- Feedback Collection: A company deploys a WhatsApp Chat to collect customer feedback after service interactions or purchases.
- Banking and Financial Services: Helps customers check account balances, transfer funds, pay bills, and receive transaction alerts.
Benefits/Value Proposition
- 24/7 Availability: The Chatbots can handle customer queries round the clock, providing instant responses without the need for human intervention.
- Enhanced Customer Engagement: Allows for two-way communication, making it easier to engage with customers and build relationships.
- Real-Time Customer Feedback: Collect feedback instantly after a transaction or interaction, helping businesses improve their services.
- Task Automation: Automates repetitive tasks freeing up human agents for more complex queries.
- Data Collection and Analysis: Gathers valuable customer data used for marketing strategies, improving services, and understanding customer behavior.
Savings/Efficiency
- Automation of Repetitive Tasks: Automates repetitive tasks freeing up human agents for more complex queries.
- Reduction in Labor Costs: Handles a large volume of customer queries, reducing the need for a large customer support team.
- Minimized Error Costs: provide accurate and consistent information, reducing the chances of human error, which streamlines the process.
- Faster Response: Provides immediate responses to customer queries, leading to faster resolution times compared to human-operated support channels and manage concurrent conversations.
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