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Clustaar

9 Myths About Chatbots for SaaS

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

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

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

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

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

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?

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

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 functionality 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 before 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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Clustaar: easy for support, exciting for IT

By | Clustaar, For developers | No Comments

Great UX Clustaar is recognized as one of the most advanced tools in term of User Experience and ease of use. But what would be the point if our platform was not also full of possibilities for your IT team? When we built our platform, we wanted our clients’ IT team to be able to integrate support bots with all their internal tools & databases in order to build the best experience possible for their users. Webhooks & open source We have placed webhooks at the core of our platform: they allow to totally customize what happens on a scenario step, and to enrich answers with data from our clients’ tools & infrastructure. Building webhooks has been made super easy thanks to our great technical documentation, and the open-source Python framework we built for developers. Feel free to use it, and suggest improvements! Conversation API In some cases, you don’t want to…

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Clustaar: GDPR, and privacy by design

By | Clustaar, Security and Privacy | No Comments

Final users & privacy When we created our Bot Platform, we wanted to improve the experience of the final users, and help them get fast what they could’nt get at all: answers. We have put in place all the necessary mechanisms to comply with the new european rules and provide our customer with a GDPR-compliant service. The final users of the chatbots created on our platform have always been in our minds. We are doing our best to be as respectful as possible of their privacy. The data we store (User IDs and conversation content) is processed with the new regulation in mind. That’s why we help our customers build bots to improve their users’ experience, but only store for them information strictly needed to improve their bots. What do we really know about the final users? Nothing Final users are only represented as a temporary ID, and not associated to…

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Clustaar invites you @Station F to create your first support chatbot for free

By | Clustaar | No Comments

#futureofcustomersupport: Discover the resources of chatbots to automate your customer service. During this 2-hour workshop you will discover the capacities of the Clustaar Bot Platform, and launch your own Chatbot! Clustaar invites you to its workshop: “Chatbots: Future Of Customer Support for Saas”, at Station F, the largest startup campus in the World. When it comes to customer support, continuity of service especially after 6:00 pm and during weekends has become a huge challenge, especially for Saas startups and companies with user bases all over the world. To solve this problem and provide great support, the Clustaar Bot Platform offers an innovative solution that combines operational performance and customer satisfaction. Through this initiation workshop, customer support experts will guide you in your automation projects using three use cases: Customer support for level 1 queries Automated FAQ User acquisition The Clustaar team will sit down with you to help you build…

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Introducing the Clustaar Webchat

By | Chatbot, Clustaar, For developers | No Comments

This is a big day for us, because we are introducing to you the Clustaar Webchat! This is something we have been planning for a while and we have finally been able to put the final touch to our own livechat front. A simple and efficient livechat We already had great livechat integrations, like Intercom, or Messenger. But with the Clustaar Webchat, we allow you to build a bot and plug it to your website litterally in 5 minutes. We can also add that the use of the Clustaar Webchat is included in our Pro and Enterprise plans, so you won’t have to spend another dime on your chatbot. It is made to plug Chatbots built on the Clustaar Platform easily on any website with great features. The features of the Clustaar Webchat are the ones every Chatbot Livechat should have: Insert images or gifs; Use Quick Replies in the…

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Create a chatbot on Google Home

By | Chatbot, Clustaar | No Comments

Some of our users have already seen it appear in our “Channels” tab: after weeks of hard work, we are ready to announce the new integration on the Clustaar platform : Google Assistant. This is a crucial step for us because it means being able to create a chatbot for Google Home, and all devices compatible with Google Assistant (Android phones for example 😊). First vocal integration For many people, text chatbots are just the first step towards vocal interactions with machines. Although we believe text still has a major role to play, it is undeniable that voice activated machines will be preponderant in the life of future generations. The the success of devices like Google Home or Amazon Echo, over 30 million devices sold, is proof that the demand was already here. And as vocal machines get smarter, they will become more and more useful. After launching the platform in…

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