It's a tough time right now, and you might see more customer conversations as a result. We've written about how you can manage your communications with your customers in a crisis, detailing how you can proactively make it easier for your customers to Latest Mailing Database get the answers they're looking for, and how to handle incoming queries you may encounter. .We're also republishing this Help Center article to help you further reduce the workload on your support team so they can provide your customers with the personal conversational assistance they need. Highlight FAQ content in a timely manner with the Content Showcase app With any spike in support conversations, you'll find that most of the questions being asked are the same.
There's usually helpful content that you can present to your customers upfront to help them find the information they need. This should result in fewer conversations and more free space for your team. You should collect all these questions and their answers in an article, a blog post or on your website. Then add them to Latest Mailing Database the Messenger home screen with the Content Showcase app. Read this article for a complete guide to the Content Showcase app. Sort and respond to conversations with custom bots and the solver bot Custom bots For questions that your FAQ can't answer, such as when you first need to get details from your customer, you can use custom bots to start the conversation quickly and give your team a head start. Custom bots allow you to sort your conversations the way you want. You can: Find out what your customers need and point them in the right direction.
Identify customers who need urgent assistance and prioritize them accordingly. Collect customer information or requests for you to Latest Mailing Database process at a later date. Learn more about sorting conversations with custom bots here. Solving BotResolution Bot can instantly answer common customer questions, so your team can focus on conversations where a human touch is needed. In most cases, Resolution Bot should be trained based on questions you have already received, but in new situations that lead to an influx of questions, you can easily set sample questions for Resolution Bot to answer. To keep responses focused and relevant, you should also set situation-specific trigger words so Resolution Bot knows exactly which conversations to respond to.