A great way to communicate the purpose of your channel is by explaining how it benefits the customer. Customers want ease of communication and want to know that they can reach you when they need to. Your new support channel offers them just this.  

The chatbot lets your customers get answers to questions 24/7, in any language, and on any channel. For those who want to speak to a person, live chat seamlessly lets customers chat with your customer service team.  

What’s also important is to reassure customers that these are not the only channels they can get in touch. If they would prefer to use the phone, that is still an option.  

The solution instead, is helping to give customers a choice in how they communicate and bring services to their fingertips.   

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Microservices:  

Automatic language translations  

• You can share how the support channels are offering a selection of microservices, such as automatic multilingual translations in over 120 languages. This means customers can engage with you in their first language if they feel more comfortable.   

Bookings  

• If you have a bookings system in place, you can share this with your customers as another microservice that is available through the chatbot. Whether it’s booking a call, booking repairs, making a reservation and much more.   

Omnichannel  

• Depending on your plan, if you have other channels such as WhatsApp or Facebook integrated into your chatbot, that might be another microservice which you wish to raise awareness about. This can be a huge win for customers because many customers may find it more accessible or convenient to engage with you via WhatsApp.   

Automating through signposting and self-service  

• Signposting and self-service is also a great microservice which you can shout about! For your customers, it democratises access to information and gives them instant access to information when they need it and wherever they need it, rather than having to search through your website.  It also means, customers don’t have to take the time out of their day to call customer service (which can often take a lot of time!).