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Clustaar

Chatbots and Hospitality: Robo-Powered Guest Services?

By | Chatbot, Clustaar, Customer Support, Saas | No Comments

You might not think of the silicon chip when you think about how best to serve your guests in the people-centric hospitality world, but we do! Unique solutions to age-old problems can come with ease, with chatbots being more accessible, more intelligent, and lower-cost than ever before. As polite as you want them to be, ever present, and ready to listen. These powerful tools are already making waves in sales and customer service, and the hospitality industry is sure to be next. How’s that? Let’s take a look… Bookings and reservations – any time, anywhere 64% of people think 24-hour availability is the top benefit of chatbots (Drift, 2018), and in the hospitality industry, your guests are going to be in different time zones and scattered across the globe. Booking a place to stay for your holiday halfway across the world next month? Chances are your afternoon is their midnight!…

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Websummit 2018 Takeaways

By | Chatbot, Clustaar, Customer Support, Saas | No Comments

This November we had the pleasure of both attending and presenting at the 2018 Websummit in Lisbon. The summit was dense with start-ups, networking opportunities and insights into the future of tech. This was our third consecutive year at Websummit and we would like to share what we have learned.  Opportunities For sales, we found it useful to be able to test our product-market fit across different countries and industries. Through meeting with potential clients we learned that internal application support is a large problem and a pain point for companies. Employees call their IT department for a multitude of reasons that cannot be taken care of by the support team. Through our discussion with B2C and B2B visitors, we think that companies are seriously contemplating customer support automation projects. Conferences The topics during this years talks varied but many were focused on the relationship between technology and humans. Topics…

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Chatbots are not the future, they are the present

By | Chatbot, Clustaar, Customer Support | No Comments

Whether people have noticed or not, chatbots are all around us. Either in applications, messaging platforms or on your favorite websites. Getting information from a business or making personal arrangements is now easier than ever with chatbots. Getting to this point in technology has been a long and arduous road, but the future is bright, and the uses cases for chatbots are expanding at an exponential rate. How did chatbots come about? Artificial intelligence made its presence in Dartmouth Summer Research Project on Artificial Intelligence in 1956, led by John McCarthy in a 2-month research conference at Dartmouth College. It brought about concepts like the machines making use of language to solve problems. The Alan Turing test was used to demonstrate that a computer can be considered an intelligent conversation. But only if it couldn’t be easily distinguished from human conversation. This would be limited to a text-only channel such…

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Web Summit One Year Later: What We’ve Learned

By | Chatbot, Clustaar, Customer Support, Saas | No Comments

Clustaar, a customer support automation platform will be exhibiting at the Web Summit for the third consecutive year. The platform launched last March and now has 1,800 accounts from nearly 85 countries. In the past year, we have invested resources in selling the product and in customer success organization. Many of our clients are anchor clients that have shared key insights with us which allowed us to get key chatbot and automation insights. As we prepare for Web Summit 2018, the largest startup & tech convention in Europe, we would like to take this opportunity to share what we have learned during this past year, and how we see the future of customer support automation. Customer Support Needs Automation Through speaking with potential clients, startups, and investors, at conferences along the way, we have narrowed down our core business use-case. Our conclusion is this: There are two types of convincing use…

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4 Ways FAQ Automation with Chatbots Can Help Your Users

By | Chatbot, Clustaar, Customer Support, Saas | No Comments

Congratulations! You’ve accomplished your goal of creating a great piece of software capable of addressing lots of issues for end users. So why don’t you see higher utilization of your product? Your software team thought of everything as they slaved away to meet every deadline set for them. What could be the problem? Let’s see. When’s the last time you looked at your FAQ page? Yeah, your FAQ. The thing users rely on when they need to see if your product’s compatible with their system or if it’s capable of making all the necessary connections to their data sources. Outdated and Unhelpful If there’s been at least one administration change at the federal level since the last time your FAQ was updated, the chances are that’s a big part of your problem. Think about how much has changed in technology just in the last year alone. How helpful can your…

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 How Fintech companies can Benefit from a Chatbot?

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Customer demands are driving financial organizations – both traditional as well as fintech to adapt chatbot technologies to deliver a more engaging digital experience. It is imperative for fintech companies to adapt and gain an advantage in this digital playground as chatbots become a stepping stone to newer integrated innovations. Financial organizations worldwide play an important role in the economy. Financial institutions like Banks, credit unions and many other similar institutions provide liquidity to the economy and permit a higher level of economic activity. This helps markets and businesses carry out development activities. Technology has been a partner in the finance world as well. However, finance organizations have also had their share of disruptive technology in recent years through innovative fintech companies.   Organizations attempting to make finance processes more efficient through technology are known as ‘Fintech’ companies. They have been at the forefront of implementing innovative technologies. Fintech companies…

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How to Deal with an Increasing Number Messages on Facebook Messenger

By | Chatbot, Clustaar, Customer Support, Product Updates | No Comments

Spoiler alert: You can cope with all your Facebook messages with an intelligently designed chatbot like Clustaar. (If you are into social media marketing and you take the previous statement at face value, please go directly to our Clustaar Integrations page and sign up now.) Have You Heard of Chatbots? Wait. You never ever heard of chatbots? Sure, you have. You’ve seen and used Microsoft’s Cortana and the Mac and Google versions Siri and Alexa. They even made a movie about this guy who falls in love with a chatbot named Samantha. You say you’ve never considered plugging a chatbot into your social media. Why not? Where Are Your Customers? You want to go where your customers are, right? Well, social media is where they are. Statista, a portal for marketing statistics, reports that nearly three-quarters of the US population has at least one social media account. If you’re doing business overseas, in 2018…

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9 Myths About Chatbots for SaaS

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Are you taking advantage of chatbot technology to the fullest? Probably not. Chatbots are creating a buzz in the SaaS world and beyond. Let’s debunk the multitude of chatbot myths and learn how bots can help you maximize efficiency. Software as a Service (SaaS) is a high engagement affair with its users. With the rise in popularity of communication services such as Facebook Messenger, LiveChat, Whatsapp, and others, it has changed the way consumers interact, both in their personal and professional lives. Chatbots are far from new players in the customer service game. The first chatbot was Eliza in 1966 which was a natural language processing program. But with recent advances in artificial intelligence, the abilities of a chatbot has increased exponentially. The updated features available with modern bots include natural language processing capabilities and a built-in algorithm that allows the chatbot to learn from patterns and build upon their…

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Chatbot for Customer Support and Sales: One Team

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Convert Users to Buyers With Customer Support From the bottom line perspective, customer support is usually seen as a cost, rather than a way to drive revenue. It is an essential function, but just below the commercial and customer success teams. With this mindset, you’re probably missing an opportunity to convert more users into buyers. All in one: The Customer Team When it comes to customer success, support is seen as a cost that should be controlled and at times, reduced. But as most SaaS businesses provide a free trial period, things change. Although the user is not yet a customer, they’re using, trying and testing your product and the quality of your support. With the use then buy model, the conversion journey and customer support must be seen in the same business cycle. Here’s why: The frontier between a sales lead and a customer gets thinner The prospective client is buying…

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Why Small and Medium SaaS Companies Should Automate Their User Support

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Why Small and Medium SaaS Companies Should Automate Their User Support The tech community has seen Software as a Service (SaaS) market grow from a niche to a full-fledged market segment. This subset of the Cloud Services market experiences a 20% yearly growth powered by category-killers like Salesforce. The overall market size is expected to double, reaching $75 billion in 2020. The SaaS segment’s growth is primarily driven by small and medium-size companies attracted to the user-friendly interface, affordability, easy setup & training costs associated with SaaS technology. However dynamic the SaaS segment is, it is over saturated and increasingly competitive, with numerous sub-segments dominated by large incumbents (Salesforce, Dropbox). The environment is harsh for smaller SaaS vendors, and far more difficult to get their message across and to recruit new customers. One key element to growth survival is to get a product-market fit position, and then, create an amazing…

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Why SaaS companies need customer support automation the most?

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Rising competition in a crowded SaaS marketplace has increased the cost of customer support leading to higher marketing budgets. SaaS companies are strategically using “Chatbots” to automate customer support, grow customer base and reduce costs. SaaS companies have been riding the global wave of digitization with explosive growth figures projected to touch $76 billion by 2020[1]. Unlike the past, your customers in today’s world are interacting with businesses in new interactive ways and through multiple social channels like Twitter, Facebook, Google and a host of increasing mobile apps on the cloud.

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The Endless List of Business Tasks Chatbots Can Automate

By | Chatbot, Clustaar, Customer Support, Saas | No Comments

Chatbots act as a personal assistant that doesn’t need to eat or sleep. It’s no wonder why chatbots are taking over the digital world. By automating repetitive tasks, it allows you to focus on your business. A chatbot is like an app you message and have a conversation with. It has app-like features and can utilize traditional email marketing techniques.

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FAQ Chatbot, how to do it right?

By | Chatbot, Clustaar, Customer Support, Saas | No Comments

A few weeks ago, we released a feature allowing users of the Clustaar Chatbot Platform to upload an FAQ directly into a chatbot from a CSV file. The idea between this feature was to help people create a working chatbot very fast. In a few seconds, you can have a chatbot able to answer your customers’ recurring questions. Handle with caution This functionnality is extremely powerful, but must be handled with caution. Indeed, if you build a chatbot, it’s to create a new type of customer experience. If you need to automate your FAQ with a chatbot, it’s because, let’s be honest, people don’t read your FAQ. Maybe because it’s too long, or hidden far away in your website’s arborescence. So you create a chatbot, to make it accessible and encourage people to helm themselves befores contacting you. However, even if the information you bring in the chatbot and in…

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Clustaar NLP Engine: born to match!

By | Chatbot, Clustaar, Product Updates, Saas | No Comments

The Reasons Why The choice of creating your own Natural Language Processing (NLP) engine is a tough decision, which cannot be made without good thinking. At Clustaar, we spent a lot of time at the beginning to test existing platforms, and evaluate two major aspects of them: the easiness of use of the bot builder (intents creation, scenarios design) the accuracy of the NLP engine We never found a tool able to provide both; that’s why we worked hard to provide a bot builder with an excellent user experience, and decided to create a NLP engine designed specifically for chatbots. A NLP Engine Designed for Chatbots All the fuss today about Machine Learning & Text Mining provide very interesting tools and algorithms, very powerful to work with very large amounts of data…. but quite weak to work with small datasets. Yet, chatbots are most of the time very small corpuses,…

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How after-sales automation affects customer loyalty?

By | Chatbot, Clustaar, Saas | No Comments

The time when B2C and B2B relationships were ending with a product purchase is far behind us. Every SaaS company knows that returning customer is the best customer! But what makes our clients loyal? Do they stick to our product just because we already persuaded them that it is incredible, or they have some other reasons? Building customer loyalty is a much more sophisticated process than gaining new leads. According to Eric Almquist’s Elements of Value article on Harvard Business Review, among the most popular values that address clients’ functional needs, we can find time-saving, simplification, risk and effort reduction. Excellent customer support should encompass all these traits.

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