Ochatbot® - Customer Service Chatbot
Ochatbot® – Customer Service Chatbot with AI
Are you tired of having to constantly monitor your customer service inbox, only to find that the majority of inquiries are basic questions that could easily be automated? If so, then a customer service chatbot might be the perfect solution for your eCommerce business.
With the growth of eCommerce over the last few years, many businesses are seeing an explosion of traffic, and their customer support teams need help to keep up with the demand. For many shoppers, speed and efficiency are what they consider integral to good customer service. Long wait times and ineffective service leave customers with a poor impression of a brand and may send them elsewhere. In order to continue delivering exceptional customer service, online retailers have adopted chatbots to meet the demand.
Conversational customer service chatbots use artificial intelligence (AI) and natural language processing (NLP) to imitate human speech and understand human output. In lay terms, customer service chatbots behave like real-life support agents by responding to and dealing with customer inquiries.
More than 62% of people prefer resolving issues through a chatbot rather than a live agent. If a question can be answered quickly, it makes no difference if it comes from a chatbot or a human. That’s where Ometrics’ Ochatbot comes in.
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AI Customer Support
Ometrics’ Ochatbot is an AI customer service chatbot that offers 24/7 availability, so your customers are never left waiting. When businesses utilize Ochatbot, they get:
- A reduction in support tickets by 25%-45% or more
- Personalized customer support through product recommendations, order tracking, and more
- Troubleshooting solutions to help customers use your product quickly
- Shortened the sales cycle as Ochatbot directs customers to appropriate products
- Add-to-cart – Customers can directly shop within the Ochatbot window.
Revitalize Customer Support
An ideal support team sees human agents and chatbots working in tandem. By automating answers to repetitive queries, a chatbot helps reduce the workload of a human team, allowing those workers to focus on more intensive complex support tickets and avoid burnout. Imagine AI chatbots as tireless workers who act as the first line of defense against repetitive questions and are available during business off-hours. Chatbots ensure that someone is always available to help the customer.
Additionally, Ochatbot may be completely integrated into a live chat system, guaranteeing that a human agent is available to take action when necessary. Ochatbot’s unique AI recognizes when certain questions require human intervention and directs them to an available live chat agent.
Customer Service Features
Ochatbot answers common troubleshooting questions your shoppers have, eliminating the need to go through a human agent.
Embed Videos and Images
If you want to provide shoppers with visual aids, it’s easy to integrate custom images and videos in Ochatbot.
Internal Live Chat and Third-party Integrations
Ochatbot can activate built-in or 3rd party live chat when questions are unique to the shopper’s situation or beyond the AI scope. Ochatbot can also monitor your site and invite the shopper to live chat.
Support Ticket CRM Integration
Ochatbot utilizes Zapier connections to connect to thousands of CRMs. This allows Ochatbot to send leads, customer support tickets, or additions to an email list straight into a CRM all in real-time – keep on top of leads and tickets while adding to an email list.
Support Page Targeting
Ochatbot engages shoppers at the right moment in their shopping journey using a variety of triggers to initiate conversation. For instance, Ochatbot can be triggered to offer help with shipping and returns on the checkout page. Like a helpful human agent, Ochatbot guides shoppers and helps eliminate sales obstacles.
Import Customer Service Handbook and FAQs (Pro and Enterprise Only)
Ochatbot behaves like a customer service agent, so it needs the knowledge of one. Import important FAQs, policies, and guidebooks directly into Ochatbot so it can become a business expert.
Dedicated NLP Engineer (Pro and Enterprise Only)
With a dedicated NLP Engineer monitoring Ochatbot daily, your customer service team will be alerted to any issues within 24 hours of detection.
More Key Features
Direct Purchasing and Cart Addition
Shoppers can ask Ochatbot questions and even ask for product recommendations based on what they are searching for. Inside the chatbot window, Ochatbot displays the product’s price, image, description, link to the product’s page, and the choice to add the item to their cart.
Tracking Orders and Order Status
One of the most often asked questions from customers is “Where is my order??”. Customers may learn whether their item has been sent and when it will arrive thanks to Ochatbot’s Order Status feature which keeps track of orders throughout the shipping process. Ochatbot saves the support team from hours of answering emails and phone calls simply prodiving a customer’s order status. Customer support tickets for one Ochatbot client were cut by 78%.
Recover More Abandoned Carts
Ochatbot cookies users and remembers them for 30 days. Ochatbot will remind shoppers to complete their previously unfinished order by displaying the items left in their cart from the previous session. Ochatbot has a unique trigger that displays the items included in their cart and prompts them to checkout. The Abandoned Cart feature helped increase revenue 34% for this Ochatbot client.
Independent Ometrics AI
With Ochatbot’s built-in Ometrics AI, your chatbot can run independently of Facebook, reducing business risk and allowing customers to shop without having to give up their privacy.
Detailed Analytics and Reporting
A Snapshot Report detailing Ochatbot’s performance is sent out to the admin’s email address every Friday. Ochatbot records a large number of KPIs including revenue, conversions, AOV, order status requests, and much much more. All of these KPIs and conversation transcripts are compiled into a clear report. Inside this reporting, valuable business insights can be discovered to help almost every aspect of businesses.