Automate Customer ServiceNoApp.io

thank rework

How many you from the AI for Business Meetup?

AI + Business

Targeted at businesses and lay people

Who we arePraveen KrishnanCEO, NoApp.ioProduct & Customer Guy

ThileepanCTO, NoApp.ioEngineering Guy

We areNoApp.io - We make your customers happy!

@voxpraveen I love NoApp.io #bots

PraveenBeen an engineer and then product manager, leading product teams at multiple company over the years

ThileeEngineer lead at multiple companies

Together and another partner, weve worked with hundreds of customers over the years, big and small.Led product and customer teams.

When we turned NoApp into a customer service company, we talked to a number of companies and people about what makes great customer service.

Distilled it into 5 nuggets, that we think would be useful to you

Your next 30 Minutes5 must-dos to AWESOME customer serviceHow do you get there?What are BotsState of AIQ&ATalk Notes:

Goal is not simple increase customer satisfaction.

Goal is to WOW your customer!

Interactive session

If you have anecdotes, thoughts, critiques -- speak up!!

5 must-dos for your customer service

How many interact with customers directlyHow many have customer service teams

#1

Talk Notes:

What business is this company in?

What does this company sell?

#1 Goal, not Tool

Talk Notes:

Their business is to let you make a precise hole in a surface.

Internalize that its the goal not the tool and you will be better off right away

Precisely drilled holes

If theres one takeaway from this presentation, it is this..

Internalize the Goal not Tool mantra, especially your employees.

It will color all your interactions with your customers, and turn into one where you are looking at helping the customer instead of helping yourself.They get to their goal and are happy

You know what they say about happy customers...

#2 Be Available & Interact Everywhere

Talk Notes:

Dont just have a presence on all messaging channels, be available to interact on those channels.

Big difference being on a platform and being active on it you need to respond to people on their platforms

Many business are present on Facebook but do not interact there.

Many business do not put a phone number for customer service - mistake...dont hide.

Snapchat api?..

#2 Interact Everywhere

Tools that helpFrontapp.comintercom.iosmooch.io

Few tools to help you.

#3 Be responsive, Like you know..REALLY RESPONSIVE

Talk Notes:

Applies to all channels!

Be super responsive on whatever channel your customer is on.

This will WoW them!

You all know about being responsive, being responsive has changed recently..

Instant gratification

People spend under 10 seconds on a page.

Goal is to get good reviews, not just prevent bad reviews

Snapchat -- How many -- Facebook -- Grandfather --

Snapchat Generation --- Disappearing messages --- Story about iOgrapher

#3 Responsive -- maybe not..

Talk Notes:

Dont offer a chat box and then ask users to wait?!

Be Prompt! Respond right away!

Chat dialogs on websites

Backed by agents

Great -- but be responsive -- don;t make me wait

Phone --- Good but you should answer right away --- No Wait Music --- Credit Card company -- Chase

Email--- Get back in under 19 hours, preferably personalized auto-responder saying you will get back at a certain time.

#3 Responsive -- maybe not..

Give, don't takeTalk Notes:

Its annoying when you ask for form input in a chat window!

Give me stuff before you ask me for my personal info!

Pet Peeve -- dont ask for email and my life history before youve given me something...

#4 Know your S#$#, and admit if you dont

Talk Notes:

Customers are very savvy. They research stuff on Google and YT.

So, dont try to bullshit!

Savvy Customers

Doctors deal with this all the time - Patients go in with a wealth of facts about their rashRead about this study Dont dismiss it..

Say Very Interesting, I mustve missed that somehow. Ill look into it

Its okay to say you dont know that specific issue but say you will get back to them in the next 12 hours.

#5

Talk Notes:

Customers come in all colors

Then there are these customers

These customers, same as others, know how to find and use Yelp.

#5 Empathy pleaseEmpathy PhrasesThank you for being patientI cannot imagine how upsetting this must be... Ugh, I can see your point there ..I can understand how frustrating this is ...

Talk Notes:

Show Empathy ALL THE TIME

Some phrases show empathy

Then there are these customers

# Remember Goal not Tool

My fav tip - that I follow on my own Say thank you instead of sorry

#5 Empathy pleaseEmpathy PhrasesThank you for being patientI cannot imagine how upsetting this must be... Ugh, I can see your point there ..I can understand how frustrating this is ...

Good ReadsRaving Fans by Ken Blanchardmyragolden.com/blogDelivering Happiness by Tony Hsieh

Then there are these customers

# Remember Goal not Tool

My fav tip - that I follow on my own Say thank you instead of sorry

Ideal Customer Service Rep

Talk Notes:

Your ideal CS Rep needs some amazing qualities.

You want them cheap and scalable.

NOT GOING TO HAPPEN!

Qualities

Your company is doing well you have a lot of customers - Now you need a lot of these guys - because they represent your brand

You are focused on Revenue and CS is a Cost Center - so naturally, you look at reducing cost there Cheap

The Reps perspective Bad customers High turnover

So, one way to Keep these high standards and Scale is to Automate

What is the one resource that small companies waste a lot but yet is the most expensive.

TIME

The Bot

Talk Notes:

Bots can give you the ideal CS rep qualities at scale and cost.

You still need Humans but you can offload healthy subset of interactions to well-trained Bot.

Welcome our BOT overlords

Just kidding

Stanley Kubrick Fans??

Past couple of years we seen a confluence of two trends --- Messaging and Artificial IntelligenceBillions of people messagingMajor advances in AI

Allowed the creation of Bots -- software programs that can act intelligently, with natural human input

Now, business dont know what to do with this yet ---- Its a strange block -- arrived, no real purpose

Chat Bots

A chat bot is simply something that you can chat with on Messenger, Skype, SMS or voice. It is not a person but it responds like a person and can do things for you, like a person.

What is a chatbot?

NATURALDIALOGSYSTEM

Talk Notes:

Typical chatbot understands natural language and carries out tasks or retrieves information

Message it, like you message a friend

TAlk to it Siri, demo ---- Hey Siri, send a tweet that people love this presentation

Build a BotDIY Tools ChatfuelMotion.aiFlowXO.comAPI.aiPullstring

Get a ProfessionalNoApp.io :)

Talk Notes:

Lots of ways to build Bots now.

Choose the right tool for the complexity of Bot you need.

Tools are constantly evolving. YMMV.

Artificial Intelligence today

Talk Notes:

They are everywhere!

Siri, OK Google, Google Ads, Uber Cars

Machine learning --

What is coming soon real soon

Talk Notes:

Google Deepmind Demo playing Breakout!

0:160:45 - 2 Hrs of training1:15 - 4 Hrs mins

After 2 hrs of play time

Talk Notes:

AI gets really good.

After 4 hrs of play time

Talk Notes:

AI figures out the winning strategy! Holy Shit!

The End# 5 customer service must-dos: Goal, not toolBe EverywhereNo waitingKnow your stuffEmpathy# Automate with a Bot# Keep your eye on AI (Botheads Meetup)

P.S.Praveen, praveen@noapp.ioThileepan, thilee@noapp.ioNoApp.io

Meetup:meetup.com/Botheads