If a customer has a question about your product before purchasing or has a support issue, where are they going to turn? To your Contact Us page. And what are they going to find? On a typical website, they’ll find a myriad of phone numbers, a lot of email addresses and a not so friendly and perceived slow contact us form. The mobile experience is even worse, driving an increase in costly and unneeded customer phone calls (the only option).
Even the best Contact Us pages require your customers to search through various resources to find the one that meets their needs – and, in our experience, customer questions rarely fit exactly into any pre-defined category. For many customers, this leads to lost opportunities, misroutes, frustration and ultimately, a negative customer experience.
If a customer is on your Contact Us page they want an answer of some kind. This is your chance to make their experience with your company swift and effective – to draw them in, help them out, land a new sale and make them a loyal customer.
What if you could find out what your customer needs up front and either answer the question in real time or immediately direct them to the right place or person for their purpose? No more making your customer spend time filling out a contact us form then waiting for your reply, or calling you and sitting on hold when all they have is a routine question.
A Conversational Chatbot powered by AI and driven by data from your Salesforce CRM, can dramatically increase your lead conversion while improving your level of service.Less time, less cost, less frustration, fewer dropped leads, higher customer satisfaction. A game changer.
Deploy a conversational chatbot using Natural Language Processing (NLP) as your Contact Usquarterback to help your customers get the answers they need. An NLP-based bot using Amazon Lex (same tech as Alexa) recognizes regular text patterns – so your customer can just type what is on their mind – and can learn based on common questions. Using your Salesforce data, the bot can personalize a conversation based on a customer’s history with your company. Virtually all the qualities a human agent possesses without a time limit or pay scale.
In a sales scenario, your chatbot can instantly capture a sales lead and get them to a human agent or create a lead in Salesforce off-hours. Or for support, it will create a case in Salesforce, dramatically cutting down on your average handle time, improving your ROI and personalizing the customer experience.
Adding a conversational chatbot as your Contact Us QB, fielding questions and directing customers, provides you with an interactive sales and service product 24/7.
In addition, your Contact Us page can be a portal to your own Salesforce Community where customers can self-serve, discuss various issues, ask questions or gain insight through thought leadership discussions, training, webinars, etc. Internet chat forums abound around almost any issue. Harnessing this group power maximizes customer engagement and provides the ultimate self-service experience. Check out how Fitbit is using their Salesforce Community to engage customers and build brand loyalty.
Let’s look at the key elements of a Contact Us pages and see how an AI-powered Contact UsPage exceeds expectations – and helps you to capitalize on your Salesforce investment by taking advantage of this untapped opportunity.
The Contact Us page is often overlooked despite being the gateway to customer interaction. New technologies not only meet but exceed current ‘gold standard’ practices and open up a whole new world of possibilities. Explore this potential and join the Contact Us revolution!
Want to see an AI-powered Contact Us page in action? We invite you to visit the NeuraFlash Contact Us page and meet Flash, our new AI-powered service chatbot. Flash is eager to answer your questions and looking forward to your visit.