Introducing the new Netomi Chat Widget

Written by Mani Makkar  on   Sep 3, 2021

Nearly 70% of consumers expect live chat support and it’s currently the preferred channel for consumers between 18-49 years old1. Over the last few years, live chat has emerged as a must have customer communication channel for sales and support. 

To help companies meet customers on their preferred channels, we’ve launched a new, highly customizable chat widget which can be easily deployed. The Netomi chat widget allows companies to use Netomi’s powerful chatbots for customer service to provide immediate resolutions to over 80% of routine questions in seconds. This immediate support increases customer satisfaction, decreases resolution time and deflects tickets from more costly channels. 


Discover the key questions to ask when scheduling a chatbot demo.


Live Chat Statistics: Why offering live chat is critical

Live chat as we know it today emerged in 1998 as an alternative to phone and email support2. The benefits of live chat are vast: convenient, immediate, synchronous support. It eliminates hold times associated with phone support, and responses from email tickets. 

Just how popular is live chat today? Consider these live chat statistics:

  • Live chat is what people expect and meets the expectations of customers
    • More than 41% of customers expect a live chat window on your website3
    • 51% of customers want businesses to be available 24/74 
    • More than half of all customers prefer to chat with someone in real-time and online, rather than call a company for support5
    • 79% of customers say they prefer to chat with agents purely because of the immediacy it offers compared to other channels6 
  • Live chat is what the kids are doing
    • 63% of millennials prefer to have their basic customer support queries answered via a live chat widget vs. traditional channels7 
    • 61% of customers under 24 admit that they purposely avoid calling companies, and 60% of millennials prefer live chat to traditional media8
  • Live chat can drive repeat business and unlock revenue 
    • There is a 10% increase in the average order value from customers who engage in a chat before making a purchase, than those who do not use chat5  
    • 63% of customers agree that they are more likely to return to a site if they have the possibility of talking to a representative via live chat9
    • 79% of companies report that the presence of live chat has positively impacted their sales, revenues, and customer relations1 
    • Companies that use live chat see there was a 3.84% increase in conversion rates, with a 6% overall lift in revenue5 
  • Your competitors are using live chat 
    • By 2022, about 85% of businesses are expected to opt for live chat support1
    • Live chat is expected to continue to grow by as much as 87% in the next 12-18 months5  

Learn more about companies using chatbots for customer service.


The benefits of Netomi’s chat widget 

The newly launched Netomi chat widget offers companies many benefits, including: 

  • Full customization: The chat widget can be customized to align with brand personality, and look and feel. The color, brand icon, logo, and more can be easily changed within Netomi’s AI Studio. 
  • Seamless UX: The widget features quick replies, buttons, carousels and supports images and video to provide a highly immersive user experience. You can also allow users to make a reservation, book an appointment, and more using embeddable experiences. 
  • Highly accurate AI: Netomi’s chat widgets feature Netomi-powered virtual AI agents. The Netomi AI platform leverages a combination of natural language understanding and deep reinforcement to provide a very human-like experience and fully resolve tickets. 
  • The best knowledge base tool integration: You can connect your existing knowledge base to the chat widget and enable your AI chatbot to surface relevant articles to answer customers’ questions.
  • Information collection: Embed custom interactive experiences such as forms and date pickers, and empower your customers to upload files that can easily be reviewed by your agents. 
  • Ticket creation in agent desk platforms: If a conversation needs to be escalated to a human agent, Netomi will create a ticket within your agent desk and include a chat transcript with contextual details.

Not all support live chat is created equally 

Chat is only becoming a more important channel for support teams. No longer a nice-to-have, live chat support is a key way to provide immediate, personal, and convenient support to customers 24/7. It’s important to not rely solely on human agents for live chat, though. One study found that 1 in 5 customers are willing to stop using a product or service for slow response times via online chat5. What’s considered slow? If a chat isn’t answered in two minutes, consumers will abandon the conversation altogether. Leveraging AI-powered agents on chat can automatically resolve every day, repeatable tickets and ensure human agents at a virtual contact center use their time wisely: on more complex needs. 

Not all chatbots, though, are the same. [See chatbot fails here]. When launching a chatbot, make sure you are using one that relies on sophisticated natural language understanding, not keyword matching, so you can empower your customers to engage naturally in conversation as if it were a human. The result? Happier and more loyal customers, reduced costs, and streamlined operations. 

Would you like to learn more about the Netomi Chat Widget and powerful AI chatbot technology? Schedule a demo. 

For more information, check out: Connect in Real-Time, Through Messaging Apps or Online: The 9 Best Live Chat Software

References

  1. https://99firms.com/blog/live-chat-statistics/#gref
  2. https://blog.olark.com/the-history-of-customer-service
  3. https://go.forrester.com/blogs/13-01-14-forresters_top_15_trends_for_customer_service_in_2013/
  4. https://www.superoffice.com/blog/live-chat-statistics/
  5. https://econsultancy.com/consumers-prefer-live-chat-for-customer-service-stats/
  6. https://www.icmi.com/resources/2015/the-stats-behind-chat-its-popular-and-growing
  7. https://www.whoson.com/ebooks/little-black-book-live-chat-stats/
  8. https://www.emarketer.com/Article/How-Helpful-Live-Chat/1007235

How do you calculate ROI for an AI chatbot and email bot?

Written by Maria Springer  on   Jun 21, 2021

How to know if your company would benefit from adopting AI

Considering creating an AI chatbot or email bot for customer service? Calculating chatbot ROI is easier than you think.

Companies are launching chatbots to work alongside human agents. This can improve customer experience even while controlling headcount growth as volume increases. AI-powered chatbots solve very specific, tangible problems like decreasing resolution time, improving CSAT and other customer service KPIsAfter implementing a chatbot or virtual customer assistant, organizations report a reduction of up to 70% in call, chat and/or email inquiries that need to be handled by live human agents, saving up to 30% of their customer service costs. This is because AI-powered chatbots automatically resolve up to 80% of a company’s everyday tickets like order status and refund requests for retailers, early-check in and flight updates for travel companies, and troubleshooting and account updates for streaming companies. 

How do you know if the cost of building an AI chatbot and email bot is worth it? In this post, we’re diving deep into how to calculate chatbot ROI. 

What contributes to high customer service costs 

Before we dive into how to calculate your chatbot ROI, it’s important to consider why customer service is so expensive. It’s estimated that 265 billion customer support requests are made every year, costing $1.3 trillion. According to Help Desk Institute, the average cost/minute for a live chat is $1.05, and the average cost per chat session is $16.80.  The primary drivers of customer service costs fall into a few categories: 

  1. Agent Salaries:  The ability to rationalize the company’s headcount was the least-often cited impact of bots (about one in 10). However, adopting bots does help companies avoid additional headcount growth as ticket volume increases. The average hourly rate for customer service agents is $21, and when you also factor in employee benefits, capping your out-of-pocket employee salary costs can save hundreds of thousands of dollars depending on your agent team.  
  2. Day-to-day costs: Licensing fees to human agent desk platforms, overhead costs, hardware, paid time off, sick days and more. 
  3. Hiring and Training: Customer service remains one of the top jobs for employee attrition with an annual agent turnover rate of 45%. Recruiting and onboarding / training new employees is approximately $4,000.00.

Calculate your chatbot ROI with our new calculator

Calculating your chatbot ROI is easy with our new tool. You’ll need to know just a few things: 

  • Number of agents 
  • Country of support team (to understand agent salaries)
  • Industry (resolution rate differs among industries)
  • Email and Chat ticket volume (Web, Messaging, and SMS customer service)
  • Average resolution time 

Let’s look at an example. An airline with 50 US-based agents has 5,000 chat tickets and 5,000 email tickets per month, and the average resolution time is 5 minutes. Our proprietary formula takes into account standard AI resolution rates per industry, agent salaries per country, and ticket count / resolution time to determine the expected benefits a company will enjoy with Netomi’s AI. In this case, the airline would save $139,109 in the first year, which would grow to $157,320 in year two and $170,840 in year three as resolution rate increases over time.  With an AI chatbot on the team, this airline’s support team could manage a 7.2% increase in tickets without hiring any additional agents. 

How to get the biggest chatbot ROI 

How can companies increase their ROI using a chatbot platform? There are five key ways: 

  • Solve the right issue: Use AI to automate the right kinds of customer queries. These are high-volume, costly tickets that are easily and fully resolved by AI. Don’t guess which use cases are best suited for automation – identify these top use cases based on an analysis of your historic tickets and data. 
  • Optimize training: If you’re using a modern AI platform that leverages deep reinforcement learning, it will improve over time. How it performs on day 1, 30, 60 and 120 will be very different. Monitor conversations to  reinforce when the chatbot did something right and conduct additional training if it didn’t classify a user’s intent correctly. 
  • Deploy chatbots on the right channels. One of the biggest mistakes that companies make is launching a bot on the wrong channel. Chatbots don’t necessarily have to be on a live chat widget on your website, but can be deployed across email, social media, messaging sites and even voice platforms. Launch your chatbot on a channel that has high volume and resolution time. 
  • ….And then scale  to other channels. Once your AI has launched on a high-volume channel and had time to improve from real interactions, extend it to other channels. Our client WestJet, for instance, launched initially on Messenger, and then extended the same “AI Brain” to Google Assistant and WhatsApp
  • Integrate with back-end systems. Empower your AI chatbot to fully resolve tickets and deflect tickets from other channels by integrating with CRM, order management and e-commerce, and other back-end systems. Your chatbot should have the ability to access personal data to solve issues on a personal level. 

It’s not just dollars: What about the Return on Experience (ROX)? 

ROXmeasures across the company to find correlations that have decisive influence on the customer and employee experience.”  Increasingly, customer service experiences have a direct correlation on loyalty and future spend. Investing in ways to provide the effortless support that people expect will impact the company’s bottom line: 90% of Americans use customer service as a deciding factor when choosing to do business with a company. So, even making a moderate improvement in CX would impact the revenue of a typical $1 billion company an average of $775 million over three years

Find out what your ROI will be if you build an AI chatbot. Try our free chatbot ROI calculator today.

Now Live: Netomi’s Visual Response Builder and other exciting enhancements

Written by Mani Makkar  on   Mar 18, 2021

We’re handing over the keys. Brilliant customer journeys await and now you’re in the driver’s seat. 

Now live on Netomi’s AI Studio, our Visual Response Builder is a highly-intuitive new feature that allows customer service teams to create user workflows in a simple drag-and-drop interface. There’s no coding required. This follows the ability to create simple responses with buttons, quick replies or Web cards, or triggering a human handoff. 

Within the Visual Response Builder, customer service teams can easily configure responses, ask a question, use conditional branching to unlock unique flows based on a customer’s response, and easily escalate chats to a live agent. 

Other features include the ability to:  

  • Personalized customer service based on customer data or gather information from your customers and store it in your CRM
  • Detect, act on and store your business or industry-specific jargon 
  • Send custom tags back to Zendesk which helps easily classify tickets
With Netomi’s Workflow Builder, you simply drag and drop UX elements to create an engaging user journey.

That’s not all. We’ve also rolled out a few other very exciting new features: 

 

Netomi Conversational API

Integrate the power of Netomi’s AI into any third-party or bespoke agent desk and scale across channels with the Netomi Conversational API.  It’s never been easier to launch Netomi’s sophisticated platform on the platforms you’re already using and on every channel your customer reaches out. To learn more about how we integrate with your current systems, reach out to info@netomi.com.  

Human + AI Whatsapp support with our Sprinklr Integration

Offer support on WhatsApp? Let a Netomi AI chatbot act as the first line of defense to gather preliminary information or fully resolve everyday tickets. With our new out-of-the-box Sprinklr integration, you can hand conversations off between bots and live agents. Meet your customers where they are and never compromise the CX.

Interested in seeing a demo of these features and the entire Netomi AI platform? Get in touch today.