While creating such engaging experiences is necessary for businesses of all sizes, smaller teams in particular need to find a way to get their customers' questions answered without relying on as much manpower.
The Cisco Store is one such program, and Webex Connect provides an efficient, easy-to-use solution to this problem.
Webex Connect is an enterprise-grade Communications Platform as a Service that transforms how businesses engage with their customers.
Webex Connect enables enterprises to deliver secure, automated, and hyper-personalized interactions at scale.
With a diverse API portfolio and multitude of integration options, businesses can connect their existing backend systems - such as their customer relationship management, order management, delivery management or even shift management - with the latest digital communication channels to create personalized, automated customer experiences.
Webex Connect handles customer communications over multiple digital channels, including SMS, WhatsApp, Voice, Email and more.
The platform allows for inbound messages and automated two-way interactions, allowing customers to feel just as attended to as they might in a physical location.
Customers can manage their communication preferences and consent at all times in accordance with online regulations, giving them full control over their digital experience.
The Cisco Store sets up multiple travel stores every year at events such as Cisco Live Amsterdam, Cisco Live Vegas, and Cisco IMPACT. These stores feature both our merchandise and our Tech Lab equipment, and our small team hosts numerous customer tours every day.
To streamline efficiency with our limited staff, we can easily program Webex Connect to have prompts and answers ready regarding our events, such as the store's hours and location in the building.
Customers simply need to message the bot on their channel of choice to receive rapid assistance.
Escalation to an agent is routed to a Webex Space, where someone on the Cisco Store team can claim the task and interact directly with the customer.
Webex Connect is currently being used both online and in-person at the Cisco Store, with 77% of the bot's sessions occurring on the web, followed by 23% of the sessions occurring on Apple Messages for Business.
Throughout the first quarter of FY24, Webex Connect averaged 30.4 messages per day, with 42% of the total sessions being handled by the bot.
Interactions with Webex Connect during Q1 FY24 have mostly occurred online compared to in-person at the store locations.
Looking Ahead. The Cisco Store plans to use Webex Connect in a multitude of additional ways moving forward to truly maximize customer engagement.
To speed up their order process, customers could buy their products online and pick them up curbside with the assistance of the chatbot.
Webex Connect could eventually be integrated with order management systems: customers can receive updates on their order statuses and shipping notifications via their preferred mobile channel.
The possibilities of Webex Connect reach far beyond a simple Q&A platform - teams will receive 24/7 support, developer resources, account management, and expert live chat whenever they need it.
Webex Connect will prove to be an efficient solution for customer engagement, starting with the Cisco Store itself.
This Cyber News was published on feedpress.me. Publication date: Wed, 06 Dec 2023 19:13:04 +0000