As businesses strive to provide faster and more efficient customer service through live chat and social media, managing and scale these channels, 24/7 can be challenging. Self-service methods can help bridge this gap by empowering customers to find answers, such as creating a knowledge repository. In this blog, we will share practical tips to build a robust knowledge base that can enhance the intelligence of your chatbot and make your self-service customer support strategy AI-ready.
Tip #1: Exploring the Depths of Customer Personas
To provide tailored and relevant support, it's essential to understand your customer personas. Creating content that adds value to them cultivates empathy and strengthens your relationship. Knowing what issues they might face enables your AI bot to answer their questions effectively. Sketch out your customer personas, putting yourself in their shoes to capture behaviour patterns, challenges, and goals. Avoid assumptions and conduct proper research to create detailed personas. Involve your team in creating them for the "wisdom of the crowd" effect. Limit the number of personas to three to five, as making too many can be overkill. By comprehending your customer personas, your AI Bot can formulate efficient support strategies that enrich customer experience and cultivate brand loyalty.
Tip #2: Identifying Customer Problems in Advance
To create an AI-powered support strategy, map out your customer journey and identify potential touch-points where they engage with your product/service. You can list problems your personas may encounter at each touchpoint and generate content for your knowledge base accordingly. Also, you can scan your existing support channels (emails, social media, chat messages) for frequently asked questions (FAQs) and create a repository of questions and solutions mapped under the respective touch-points.This initiative holds great significance for AI bot support as it resolves the cold start problem and educates the bot using pre-existing data. The AI bot's intelligence is heightened by comprehending customer issues and queries, thus enhancing its capacity to offer proficient and successful support over time.
Tip #3: Maintaining Fresh Content to Keep Your Audience Engaged
Keeping your knowledge base up-to-date is essential for effective AI-powered support. With the help of AI and machine learning, your bot continuously learns and updates its knowledge. Outdated content can confuse and frustrate customers, damaging your relationship with them. Create a schedule to review and update your content every three months, triggered by product releases or service updates. Monitor feedback on your articles and make necessary changes to improve the content. Regularly updating your knowledge base can ensure that your AI bot provides accurate, current, and relevant information, improving the customer experience and building trust with your brand.
Tip #4: Measuring Progress and Advancing Forward
Measuring and improving AI bot performance is crucial to ensure it works effectively for customers and your business. Regularly monitoring the AI bot's performance and taking steps to improve it is necessary. To understand the impact of the AI bot on your business, ask questions such as how engaged your personas are with the chatbot, how many questions are being deflected, and whether the AI bot is being regularly trained and groomed. A pro tip for effective AI bot performance is to start training it from the beginning and interact with it as much as possible. This training enables the AI bot to learn how to respond correctly to questions about the product, ultimately leading to better performance and user experience.
Final Thoughts
Structuring content for better discoverability
Create a well-structured hierarchy for your knowledge base content to make it easily discoverable for users and the AI bot. Group content based on customer touch-points, follow a clear structure and map articles with relevant metadata. It helps the AI bot to understand the business context and map it against user intentions for more effective support.
Zooloo's DSM 2.0 offers businesses a customizable solution that integrates with their e-commerce and ERP systems. It allows businesses to create personalized customer engagement, streamline workflows, and improve customer support effortlessly. Contact sales@zooloo.asia to enhance your business operations and customer engagement.
- Discover more about Customer Engagement Strategies
- Find some tips on e-Commerce Strategies
- Looking closer at Omnichannel Support Strategies
Tags: #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
