For your employees, some key things to communicate may be:  

The purpose of the new channel  

• Communicating the purpose of Futr helps your employees understand its importance and the value it brings to the team. Some of the reasons our customers use Futr is to:  
  • Improve customer engagement  
  • Unify customer communications 
  • Reduce the burden on their service teams  
  • Kickstart digital transformation  
  • Evidence customer experience or digital transformation  

Automatic language translations:   

• For staff, if they are speaking to a customer on live chat who has switched to another language, staff can see the translated question live.  They don’t need to speak a second language to converse with customers, because the system automatically translates what the customer is saying. This broadens the scope for customer conversations and allows your customer service team to have more meaningful conversations with all customers.   

Omnichannel communications:  

• Through Futr’s solution, they can engage with their customers in the channels they are using, all from one platform. So if some customers are using WhatsApp, some are using the website live chat, or some are using Facebook, you can respond to and view conversations from one single place—no need to log  into several different social channels.   

Reduce workload:  

• Customer service teams are often faced with high volumes of calls and emails, mostly asking the same repetitive and transactional questions. By automating most of the repetitive queries through the chatbot, you are reducing the burden on your customer service team so that they can focus on customers that need them the most or have more complex queries.   
• Using live chat also means that they can serve more than one customer at a time, as opposed to telephone which is one person at a time. For your team, this means they can be more efficient and get more done in less time.   

Customer surveys:  

• Your staff can now survey customers in the channels that they use every day, or within a conversational flow. Surveys can be tedious and long! But if you can make them short, more regular, or more conversational, through a chat format, customers are more likely to fill it out. That is a win win for your team and for your customers. For example, you could send out a short survey, which feels conversational, through WhatsApp.