A year ago we went live with Berend, our chatbot. Although a bot sometimes scares us a bit, it provides a lot of clarity in our chats. Sometimes he gives an answer right away or a reference to part of the manual. But if he doesn’t know, which sometimes frustrates him a bit, he refers you to one of our staff members for personal help. Help from a human, because sometimes, of course, your questions cannot be answered by a robot
Where did we come from?
With the commissioning of Intercom, we started teaching Berend to provide clear answers to our customers. Before Berend’s arrival, we only offered chat support for users in Ubeeo. “Because we wanted to work on digital onboarding, general automation and building a knowledge base in the context of efficiency, we chose this solution,” said Armand Boets, Customer Support Specialist at Ubeeo.
“In addition, this also gave us more opportunities for chatbot development. Something that especially with our growing customer base provided greater efficiency in handling chats. Because we now often receive the right information immediately the moment a chat comes to us, we can help users with their request faster.”
Where do we go from here?
In Intercom, we can also view statistics of our chats and we have a lot of use for that! Does a question come up more often? Then it might be possible to adjust something in the system to eliminate the ambiguity or problem.
It is now also possible for us to view satisfaction surveys; fortunately, we generally get happy smiley faces as feedback, but if this is not the case for once, we will certainly read back to see how we can improve ourselves in this regard. In addition, based on the chats we receive daily, we continuously improve the manuals and sharpen the knowledge base. In this way we keep making Berend smarter, so that he can give better and better answers.
All this to be ready quickly and accurately in our live chat.
Here’s to a great new year of life, Berend!
