> Customer Service

Customer Support

Discover the start-to-end customer service experience with Chatvisor
1

Customer has problem

2

Behavioral Rules detect customer problem

3

Chatbot is triggered

A specified chatbot is triggered to engage the customer and offer help.

4

Chatbot engages, customer explains problem

The chatbot covers standard questions to gather context, asking the customer to describe what he’s trying to achieve or what the issue is.

5

Intent-based routing

Based on the problem explanation, a combination of sentiment analysis and other parameters (e.g. current page of the user), Chatvisor identifies the customer intent to find the right available agent for the problem solution.

6

Agent enters conversation

Seamlessly, the agent overtakes the conversation previously led by the chatbot and benefits from the existing conversation history.

7

Upgrade to Co-Browsing

To solve a more complex problem and achieve visual context, the agent can offer to co-browse with the customer.

8

Upgrade to Webcalling or Videocalling

To transition to a more personal, more efficient channel, the agent can further upgrade the conversation by introducing Webcalling (or Videocalling).

9

Problem Solving

Empowered with context, Co-Browsing and Webcalling, the agent can guide the customer to a problem solution in record time. Moreover, the customer will be well-schooled for the future to prevent handle similar situations themselves.

10

Feedback

After the support interaction, the customer will receive the opportunity to provide feedback on the service experience, measuring the net promoter score.

1

Customer has problem

2

Behavioral Rules detect customer problem

3

Chatbot is triggered

A specified chatbot is triggered to engage the customer and offer help.

4

Chatbot engages, customer explains problem

The chatbot covers standard questions to gather context, asking the customer to describe what he’s trying to achieve or what the issue is.

5

Intent-based routing

Based on the problem explanation, a combination of sentiment analysis and other parameters (e.g. current page of the user), Chatvisor identifies the customer intent to find the right available agent for the problem solution.

6

Agent enters conversation

Seamlessly, the agent overtakes the conversation previously led by the chatbot and benefits from the existing conversation history.

7

Upgrade to Co-Browsing

To solve a more complex problem and achieve visual context, the agent can offer to co-browse with the customer.

8

Upgrade to Webcalling or Videocalling

To transition to a more personal, more efficient channel, the agent can further upgrade the conversation by introducing Webcalling (or Videocalling).

9

Problem Solving

Empowered with context, Co-Browsing and Webcalling, the agent can guide the customer to a problem solution in record time. Moreover, the customer will be well-schooled for the future to prevent handle similar situations themselves.

10

Feedback

After the support interaction, the customer will receive the opportunity to provide feedback on the service experience, measuring the net promoter score.

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