In today’s fast changing landscape, customer experience has become an integral part of businesses for differentiating them from the competition with high levels of customer satisfaction and retention. A connected user journey across channels can not only boost customer engagement but also lead to customer retention and long term business growth. However, the process of managing customer relationships can be time-consuming and complex, especially for businesses that receive a large volume of inquiries.
If you’re delivering a poor customer experience (CX), 96% of consumers say they’ll leave your company.Forbes
To alleviate this burden, businesses are increasingly turning to conversational AI to optimize tasks like updating leads, prospect follow-ups, promotional campaigns and more using virtual agents. In order to enable relevant and personalized customer interactions, these AI agents also need to be integrated with ticketing and CRM platforms without the need for enterprises to rip-and replace their existing systems. In this blog, we will discuss the benefits of chatbot AI for customer support automation and how Yellow.ai enables seamless integration with leading ticketing, live chat and CRM platforms.
The need for customer support automation
- Optimize support operations – Enterprises can resolve more queries using lesser resources by enabling automated ticketing, ensuring only relevant queries reach agents and enabling easy access to relevant information
- Personalized resolutions – Customers expect agents to have access to information pertinent to their query for example, past transactions, previous tickets, etc. to have a more contextual resolution
- Issue prioritization – Support automation ensures that the incoming queries are prioritized so that agents focus on the most critical issues at hand and can cater to th e low priority queries later
- Performance tracking – Support automation can be leveraged to create dashboards and reports of agent interaction to monitor and improve performance
Revolutionize contact center operations with Yellow.ai
Yellow.ai’s Dynamic Automation Platform (DAP) is designed to optimize customer support by enabling self-serve for repetitive queries and ensuring that only relevant queries reach the agents. Moreover, Yellow.ai DAP enables automated ticketing, personalized customer engagement, and intelligent handover to support agents with historical context and AI-enabled suggestions.
In order to provide personalized support and automated ticketing, the Yellow.ai platform can be integrated with leading ticketing, live chat and CRM apps in a few simple clicks. Enterprises can also leverage pre-built templates and flows for key use cases with popular platforms to go live with high quality support solutions in half the time.
Yellow.ai integrations for ticketing & live chat
Leverage pre-built templates by Yellow.ai to enable intelligent handover of calls from AI chatbot to human agent and automate ticket management. These templates can be used for common flows like ticket creation, viewing tickets, searching tickets, connecting with live agent, transferring historical context of conversation to agent, etc.
Available integrations for ticketing & live chat
- Zoho live chat
- Nice InContact
- Amazon Connect
Learn more about Yellow.ai integrations here.
Yellow.ai integrations for CRM
Provide your customers with experiences catered to them based on demographics, recent purchases, preferences and more by connecting with CRM. Enterprises can leverage customer 360 to create targeted marketing campaigns, provide contextual query resolution and drive sales conversions. Yellow.ai Dynamic Automation Platform (DAP) comes with pre-built integrations to connect with leading CRM platforms and start providing delightful user journeys in half the time.
Available integrations for CRM
- Dynamics 365
Impact with pre-built integrations by Yellow.ai
- ROI – Achieve 50% faster time to value with pre-built integrations
- Agent productivity – Boost productivity by upto 30% by enabling automated ticket assignment, agent collaboration, intelligent agent handover and performance tracking
- Sales conversions – Convert more leads by leveraging CRM integrations to cross-sell/up-sell based on customer insights
- Cost effective – Self-serve upto 80% of queries to reduce operational costs and transfer only relevant calls to agents
- Customer satisfaction – Boost customer satisfaction by upto 40% with quick, accurate resolutions
- CLTV – Provide personalized engagement to boost brand loyalty and ensure long term customer retention
- Personalization – Integrate our customer data platform with CRM systems to get customer 360
- Why is customer support automation needed?
Customers want quick, accurate and personalized interactions with businesses on the channel of their choice. Customer support automation can help enterprises provide better customer experiences without increasing operational costs.
- How does Yellow.ai enable support automation?
Yellow.ai Dynamic Automation Platform (DAP) self-serves upto 80% of incoming queries so that only relevant queries reach human agents. Yellow.ai DAP further enables automated ticketing, intelligent handover to live agent with continued context and personalized engagement by integrating with CRM platforms.
- Does Yellow.ai integrate with ticketing and live agent platforms?
Yellow.ai integrates in a few, simple clicks with leading platform like Freshchat, Salesforce, ServiceNow, Intercom, Zendesk, Zoho live chat, Genesys and more. Pre-built templates by Yellow.ai enable intelligent handover of calls from AI chatbot to human agent and automate ticket management. These templates can be used for common flows like ticket creation, viewing tickets, searching tickets, connecting with live agents, transferring historical context of conversation to agent, etc.
- Does Yellow.ai integrate with CRM platforms?
Yellow.ai integrates with leading CRM platforms like Salesforce, Dynamics 365, Hubspot, Zoho and more to provide your customers with experiences catered to them based on demographics, recent purchases and preferences. Yellow.ai Dynamic Automation Platform (DAP) comes with pre-built integrations to connect with leading CRM platforms and start providing delightful user journeys in half the time.
- What is the impact of pre-built integrations by Yellow.ai on CX?
Pre-built integrations by Yellow.ai for ticketing, live agent transfer and CRM apps can help cut operational costs by upto 60%, increase lead generation by upto 35% and boost agent productivity by upto 30% to completely transfer customer support operations.