Virtual assistantsPlayer and TVN24 GO
of users’ problems
messages exchanged every day
is an average
- to reduce the burden on the customer support staff
- to ensure more flexibility in case queries suddenly pile up in large numbers
Project preparation – client’s perspective
Benefits of automation
1. Reducing the burden on the customer service staff
Julia and Radek deal with over 50% of all reported issues on their own. The staff can focus on more complex cases, but are ready to jump in the conversation at any time and help to solve the problem. Everything can be followed on a panel, that is a place where messages from various sources are collected: Facebook Messenger, e-mail box, helpline, Instagram and shops with mobile apps. Bots are fully integrated with the CRM Salesforce and have become an intrinsic part of the whole customer care system.
2. Ensuring more flexibility in case queries suddenly start to pile up in large numbers
The customer service can quickly deal with a sudden increase in traffic on Friday evening. This happened at Player on the opening night of Jan Komasa’s film “The Hater. Suicide Room” (Pol: “Hejter. Sala samobójców”). The long awaited title was posted for sale on VOD shortly after its official premiere in cinemas and the number of user queries increased tenfold. Some situations, however, cannot be predicted, for instance, a software update of mobile devices that may cause some technical problems. When users report them, it is enough to add a few lines of a conversation and a chatbot is ready to respond and provide assistance almost instantly.
Plans for the future include extending the range of tools for communication. A first contact with the customer care department may mark the beginning of a long relationship with a brand. Users can receive more personalized messages that correspond exactly to their interests. Those waiting for a sports event will be informed when the broadcast begins. TV series fans will receive messages with exacts dates and time when the latest episodes are released. The opportunities are endless and depend on what information users reveal about their preferences. Such personalization is possible only thanks to the advanced tools for storing large amounts of data. This is the future of designing and enhancing user experience.
New interaction possibilities
The implementation of the Player and TVN24 GO chatbots proves that Messenger is an effective way to improve customer outreach and support. Not only because the automated communication platform is easy to manage and use, but also because it opens new possibilities for building and strengthening customer relations. Chatbots have so far been associated with automated, mass communication. However, the technology is developing dynamically. It allows to learn about customers’ preferences and use new marketing automation formats. Users can be called by their first name, an interaction can be launched exactly at the time when they need help, at the right moment of the purchasing process. Chatbots inspire and suggest products that users may be interested in. We are entering the age of hyper-personalization and a well-designed chatbot provides tailor-made assistance and recommendations for each individual customer.