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Automation Archives - Clustaar Chatbot Platform

Experts Share How Chatbots Will Evolve in 2019

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

In recent years we have seen the decline of phone calls and emails as the direct source of communication in daily life, businesses and customer support. With the hype and launch of bot platforms, it has become commonplace to turn to AI to quickly answer customer questions. Thanks to the advancements in NLP and machine learning chatbots have diversified their use-cases. What’s in store for the future of chatbots? Some bot experts weigh in with their predictions.

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Connect Users to your App with a Chatbot

By | Chatbot, Clustaar, Customer Support | No Comments

Your developers likely spent countless hours obsessing over the details of your application’s user interface. They looked at menu placement, what happens when different buttons are clicked and make sure to ensure smooth navigation from any point. So why are visitors not engaging with your application the way you hoped? What is it that you’re missing? The best design in the world can’t make up for the benefits of direct user engagement. Did the idea of a customer service chatbot come up when mapping out your application design? If you did add them, are you satisfied with the ways you’ve been able to adapt them to your business needs? Do you find yourself constantly frustrated by their limitations? Engaging Users With Chatbots Creating the ultimate user experience means looking beyond the placement of different elements around your pages. What are you learning about each visitor once they hit your landing…

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How to Build a Chatbot for your Website for Customer Support

By | Chatbot, Clustaar, Customer Support, For developers, Product Updates, Saas | No Comments

You have just emerged from the best Cyber Monday business rush ever, and your customer service people tell you about all those orders that got away. Those escaping customers were stacked in the waiting queue of pending inquiries, and only the cyber gods how many went to your competition because your customer support system was overloaded. You probably are using some version of customer support automation, and your traditional customer service works fine. That is because your human reps can intelligently process a variety of customer questions, which are rarely simple. For simple questions, your customers go to your website for self-service, or they Google it. Customers want to chat However, not everyone has the same definition of “simple.” There are many customers whose default preference is an online chat, no matter what the question. Today’s e-commerce is centered around instant, or at least quick, gratification. Many customers will willingly…

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Chatbots: The Best Way to Ensure Total Customer Satisfaction

By | Chatbot, Clustaar, Customer Support, For developers, Product Updates, Saas | No Comments

Poor customer service is costing businesses more than $75 billion a year leading to customers switching to competitors. Chatbot automation can guarantee that every customer is satisfied with their service. Whether you are a Business 2 Business (B2B) or a Business to Consumer (B2C) organization, there is always the important element of a customer involved. Frankly, we know, that it is customers who bring in the revenue for all businesses. Good products and services will attract more customers and vice versa. You have to ensure that every customer that encounters your business is a satisfied customer. NewVoiceMedia’s 2018 “Serial Switchers” report reveals that poor customer service is costing businesses more than $75 billion a year. That’s up $13 billion since its last report in 2016[1]. The main reasons for customers are cutting ties with businesses are as follows: Customers do not feel appreciated. Customers are not able to speak to…

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They didn’t put a chatbot on their website and this is what happened!

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

Chatbot’s on company websites have become a social norm. But what about companies that don’t have a bot? What does that mean for them? Let’s take a look.  Chatbots have become the new rage in today’s online marketplace. All businesses are trying to move fast to adapt to new technology. Do chatbots really work? Do they really improve business? Or is it all just hype? Many companies were quick to join the chatbot wave while others remained skeptical and waited for results. The ‘wait and watch’ approach is almost always effective. It is a patient strategy for a business of any size. Unfortunately, customers today have a short supply of patience. Acknowledging this could make all the difference to your business. In today’s competitive world amid the digital competition, it is easy to lose customers and risk lower profits without adapting. This can penultimately result in business failure. The best…

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New Feature Alert: User Attributes, Webchat Customization, Behavior and more

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

Since the platform launched, we have worked tirelessly to understand what our clients and their users are looking for in a chatbot. We have released updates accordingly to have the most relevant bots to fill all possible needs. We are proud to announce our most recent updates to make the end user and business experience easier than ever. User Attributes Through this feature, the bot retains information about a user, such as their name, email, city, country, language, CRM and more. The captured data can be accessed beyond the lifetime of a story. This information can assist with future queries which add to the personalized experience.  Making query resolution quick and easy for end users. Storing this information is useful for companies to collect data about users, respond with personalized answers and provide the best product option for your customers. Making use of this data also helps create specific marketing campaigns…

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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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How Fintech Companies Can Benefit from a Chatbot?

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

Banking is an industry ripe for disruption, with the recent emergence of fintech startups as a sign of this trend. These newcomers are aggressively challenging traditional banks and financial institutions, especially with the way they are providing customer support, making old processes more efficient, and improving the customer journey and experience with innovative mobile technology and new services. Financial organizations and banks have had their share of disruptive technology in recent years as innovative, digital-only fintech companies have made inroads in their traditional markets despite high barriers to entry. Neobanks and online financial services startups now number more than 5000 worldwide as their ranks grow and investors heavily bet on Global Fintech. As of Q2 2018, $46 billion have been invested in more than 380 deals worldwide, with the notable mammoth $14bn investment in Ant Financial, the payments affiliate of China’s Alibaba Group. For many fintechs, a key path to…

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How to Handle an Increasing Number of Facebook Messages

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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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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