Using in Customer Service
A multipurpose chatbot working on a company site should first detect if the visitor is an existing customer. For this, it can use bot greeting suggestions which direct each type of visitors to their own routes. For example, if you are a travel agency, then you can use the following chatbot suggestions to detect if the visitor wants to buy a tour or needs help:
If the visitor clicks "I am a customer and need help" then the chatbot can suggest a form to gather all the key information from the person and send it by email to the support personnel:
After the visitor fills in the form and clicks Send, it might be a good idea to inform her that we have received the report and will contact her soon:
To process the customer case efficiently you can configure various actions to happen when the customer clicks the Submit/Send button:
- Send an email with the form data to an email address configured in the form. For an example, to an email address of the support team:
- Create an event in Vine CRM with the form data saved and the customer person connected:
- If needed, a form submit can start an automation. For example, you can use it to start your typical customer case process or to pass the data provided by the visitor to helpdesk or another system integrated with Vine MA.