Creating Effective Customer Service with Freshdesk's AI Chatbot from floatchat's blog

Customer service is an essential part of any successful business. Providing quick, accurate, and helpful support can increase customer satisfaction, build brand loyalty, and grow revenue. Implementing an AI-powered chatbot on your website is one of the best ways to enhance your customer service.

Freshdesk is a popular customer support software that offers a robust yet user-friendly chatbot builder. In this article, we’ll explore what Freshdesk chatbotsare, their key features and benefits, and provide a step-by-step guide on how to create one for your business.

AFreshdesk chat botis an artificial intelligence-powered bot that can automate customer conversations on your website, mobile app, or messaging platform. It uses natural language processing (NLP) to understand what customers are asking and provide instant answers without human involvement.

Freshdesk's chatbotbuilder makes it easy for anyone to create a chatbot and deploy it on multiple channels like your website, Facebook Messenger, WhatsApp, SMS, etc. You don't need any technical expertise. The drag-and-drop interface lets you set up workflows, train the bot with FAQs, and customize it to match your brand voice in minutes.

Key features include:

• Intuitive and user-friendly bot builder

• Pre-built industry templates

• FAQ knowledge base

• 24x7 automated support

• Natural language understanding

• Multi-channel deployment

• Customizable with branding

• Integration with Freshdesk ticket system

• Analytics and reports

Implementing an AI chatbot in your customer service strategy has many advantages:

Chatbots can handle simple queries immediately, providing 24/7 assistance to your customers. Even outside working hours, customers don't have to wait for human agents and can get their issues resolved quickly.

An automated chatbot agent can handle a large volume of routine customer queries, freeing up human agents to focus on complex issues. This reduces staffing requirements and operational costs.

Chatbots deliver consistent, personalized and on-demand support which enhances customer experiences. Quicker query resolution improves satisfaction.

Chatbots resolve repetitive low-level queries much faster than human agents, boosting team productivity and efficiency.

The conversations collected by the chatbot provide valuable insights into customer pain points and requirements. This data can be used to identify opportunities and improve products.

An always-available chatbot can capture more leads and conversions as customers get quick answers to their sales queries at any time.

Freshdesk chat botcan be deployed across platforms like websites, mobile apps, Facebook, SMS, WhatsApp etc. This provides an omnichannel bot experience.

Chatbot systems can easily manage spikes in traffic. Bots scale seamlessly to handle increased volumes during sales, campaigns or peak seasons.

With an understanding of what Freshdesk chatbots are and how they benefit businesses, let's look at how to create one quickly in just 5 simple steps:

Go to Freshdesk.com and click on the "Try it Free" button. Select your plan and complete the signup process. Once done, you'll be redirected to your Freshdesk admin console.

In the left panel, click on "Chatbots" and then click the "Create Bot" button. Choose a name and description for your chatbot. Select your chatbot's language and regions. Click Create.

This is where you design your chatbot's conversations. You can start with a greeting message and then add more blocks like FAQs, qualification questions, buttons, quick replies etc. Arrange these blocks in a logical workflow.

Once your chatbot workflow is ready, integrate it to your website. Freshdesk provides embed codes, web widgets, pop-ups and other options to deploy your chatbot.

Use the Analyze conversations feature to see real conversations your customers are having with your bot. Identify gaps and keep training your bot with more FAQs, phrases and dialogs to improve its accuracy.

And you're done! In a very short time, you can create and launch a chatbot that provides instant support on your website.

Here are some tips to ensure you build an effective chatbot that delivers great results:

• Clearly define the chatbot's purpose and capabilities based on your business goals. Is it for lead generation or for customer support?

• Analyze historical customer conversations to identify frequently asked questions and use these to train your bot.

• Use a conversational tone aligned with your brand persona to engage customers.

• Offer clear call-to-actions like special offers or links to new products at relevant points in conversations.

• Integrate your CRM software so the bot has access to customer data for personalized service.

• Promote the chatbot across communication channels to drive awareness.

• Regularly review chatbot performance reports and continuously improve it.

• Let customers connect to a human agent for complex issues.

Deploying a Freshdesk chatbot can transform the way you support and engage customers. The intuitive bot builder makes it fast and easy to create AI-powered bots even without technical skills. With benefits like instant 24/7 assistance, reduced costs, and boosted CX, Freshdesk chatbots are a valuable addition to your customer service tech stack. Just follow the simple steps outlined to get your bot up and running within minutes. Leverage tips provided above to maximize the business impact of your Freshdesk chatbot.