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Customer serviceSeptember 6, 2018

Customer Service Chatbot to Stop the Support Tickets

A 'simple' bot to solve an expensive problem

An international publishing brand of a Fortune100 company had a problem. They produced lovely content and email service, but, people kept contacting them with random questions and asking for help using the website.

They're not a product company, so an army of customer service staff answering questions all day was not an option. In fact, for the international sites (not including the USA) they had just one person responding to customer service tickets. That poor fleshy human.

They needed a way to lower the number of tickets hitting the human's desk. However, what they didn't want is to reduce the quality of the service.

A well-trained machine-human was required.

Intercept and serve

The goal was to build a service chatbot to help users before they hit that 'contact us' submit button. It was to be trained from a niche knowledge base, things like "how do I log in?", "I want to unsubscribe" and "why doesn't my app work?". With this in mind, we didn't want the bot to appear on every page of the website. It was designed to intercept and serve the user on the FAQs, contact and complaints sections of the site.

As both a live-chat pop-up and embedded on-page solution, the chatbot reached out to users when they clicked the contact button or dwelled on-page for too long. The goal was to answer their question immediately, before they created a customer service ticket.

customer service chatbot reduces enquiries by third

It was important the chatbot didn't upset people. After all, not everyone wants to talk to a machine. With this in mind, the chatbot made it very clear how to speak to a human should the user wish to. It contained a triage function where, if they did want to talk to a human, they were asked a couple of quick questions to asses the immediacy of response required.

Real-time service or take a message?

To help lower the service ticket volumes even further, we built a live-chat, human takeover function. The client was able to set 'opening hours' for the bot, times of the day where the bot would facilitate a human-to-human conversation through the chat window. This means the customer service human, when they were at their desk, would be able to help users right away.

ubisend has transformed the way we approach customer service.


Our custom-made chatbot has allowed us to provide our users with an instant service and saved staff resources. ubisend has been with us every step of the way on this journey. They explain complex processes in a jargon-free way, expertly guide how to turn ideas into reality, and are always responsive and approachable when support is needed.


- Catherine M.

Outside of the opening hours, the client could tell the bot to take a message (and gather specific information). It would automatically create a service ticket on Salesforce and prioritise them appropriately, ready for when the human starts work the next day.

Finally, as an excellent customer service team member, the chatbot would follow up with the user a few days later, making sure their problem was solved and checking to see if they needed any more help.

Over the first 14 days of the service chatbot being live, the average daily service tickets fell by almost 48%.

That customer service human got back 48%, almost 4 hours, of their day. She liked the ubisend geeks.


Due to the confidential data we help our clients manage, we often work under hefty NDAs. If you’re interested to know more about this project, get in contact, as we may be able to introduce you to the client for a chat.


SalesMarketingTechnology

Working with Google and Archant

In January 2017, Google partnered with Archant and ubisend to turn over 150 years of newspaper archives into a conversational chatbot.

Read more

"ubisend’s fresh and enthusiastic approach to the task left us in no doubt that we had picked the idea strategic partners to work with"

Chris Amos, project manager at Archant Limited