Their Chatbot Was Missing the Mark
ECE has always tried to stay on the cusp of technology to provide their clients/applicants with the best level of service. However, they were having difficulty scaling and keeping up with the demand that their service was being faced with.
As a first measure to scale their communications, they took a major leap and changed their system by replacing phone-only support with available agents contactable via live chat. However, that didn’t help to meet the demand fully, it simply changed the channel they were using.
The next improvement and optimization stage was introducing a chatbot to help alleviate the demand on the agents.Typically chatbots are introduced to help site visitors navigate more quickly and easily, and for ECE that was no different.
By implementing a chatbot, they were able to pull the focus away from offering phone-only support and reduce any delays in helping people. Not only that, but ECE was the first in their industry to adopt this digital channel that was growing in popularity in other industries.
As successful as some aspects of the chatbot were, it wasn’t without some challenges. They implemented a chatbot as best they could, but it wasn’t that simple, and they still weren’t getting the results they wanted.
They could see the bot was interacting with prospects and trying to give them what they were looking for, but in the end, the bot could not truly handle the most common customer requests. As a result, in most circumstances, the use of the bot led to the prospects needing to call or talk to a live chat agent anyway.
Even though their chatbot wasn’t performing the way they wanted, ECE knew it had untapped potential. If they could only optimize it to serve the nuanced needs of their audience more accurately. To solve this problem, they turned to LiveChat– an industry leader in the live chat space– to help them craft the perfect bot-centered user journey.
LiveChat immediately recognized the problems that ECE faced and recommended us here at The Chat Shop due to our 10+ years of comprehensive, hands-on expertise in driving results through the art of conversation.