The Digital Assistant Your Customer Success Team Needs... Today.

Posted by Alyssa Verzino on Sep 4, 2018 10:00:00 AM


First impressions matter, which is why Customer Success Teams are crucially important to the success of your company. They are often the first non-salespersons your customers meet, and they make sure that customers are satisfied and, well, successful with your solution.

If you want your own Success Teams to be successful, they need an advanced internal chatbot, better known as a virtual assistant.

The same factors that make Customer Success so important -- their direct access to customers, the broad range of problems they are asked to solve, and the tight timeframes they work under -- mean they must rely on a wide variety of not-quite-good-enough tools and services to get their jobs done. To fully implement a customer, Success Teams often need access to your CRM database, your product specifications, your support knowledge base, and deep administrative access to your solution itself.

Chatbots are supposedly the perfect answer to this predicament, as they make it possible to manage this multi-system balancing act all within an enterprise chat platform like Slack or Microsoft Teams. In truth, conventional chatbots are woefully inadequate to the needs of most Customer Success Teams.

Traditional chatbots are just conversational interfaces -- text-based versions of Alexa or Siri -- that turn questions or requests into structured search queries or instructions. You'll often need to add a separate chatbot for each system a Success Team relies on for answers, as well as an additional chatbot or two for whatever project management or issue-tracking tool they use to manage multiple customer implementations at once.

Using multiple chatbots means your teams must learn multiple sets of slash-commands or shortcuts, all to ostensibly "save time" by never leaving chat. In reality, this just adds mental overhead and technical friction to your Success Teams' workload.

Your Customer Success Team doesn't need more tools, they need the right tools. They don't need more chatbots, they need the right chatbot -- an A.I. powered virtual assistant that actually makes their job more manageable.

A virtual assistant is different from an off-the-shelf chatbot in that it is designed to connect to multiple third-party systems and likely has an API that helps you expand that access as needed.

A virtual assistant has more A.I. behind it than just a natural language processing suite that turns questions into commands; it has a deep-learning core that adapts to your workflow and data sources over time to improve its own performance.

And above all, a virtual assistant doesn't rely on a conventional document management system or knowledge base to power it's most critical question-and-answer functions; it comes embedded with an Active Content knowledge base designed specifically to work with artificial intelligence and power an A.I. assistant to maximum effect.

A virtual assistant does everything a human assistant would -- track down answers, anticipate needs, and handle tedious busywork -- but at the speed and scale of cutting-edge enterprise software.

Giving your Customer Success Team a full-featured virtual assistant does more than just make their jobs easier, it allows them to focus on the human-centered problem-solving and customer satisfaction aspects of their jobs that are too often neglected in favor of administrative overhead and project management. A Customer Success virtual assistant can make your human Customer Success teams more human and therefore more successful. Your team wins, your customers win, and your company wins.

That’s the difference between a traditional chatbot and Customer Success virtual assistant.

Talla is building an A.I. assistant and Active Content knowledge designed specifically to empower and enhance Customer Success teams.

If you'd like to see what an A.I. assistant can do for your company's success, contact Talla today.

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Topics: AI, knowledge management, Customer Success