Chatbot and customer service
How to set up a self-care without damaging my customer relations?
The benefits of using chatbots to engage with customers are numerous:
Boosts sales
Improves customer experience
Optimizes internal resources
Boosts your brand relationship
Customer service chatbots key figures
%
of customers quote rapid response as the main benefit of chatbots
%
increase in sales according to business leaders
%
of companies report shorter resolution times thanks to bot
%
customers feel that chatbots give an innovative image image of the company
They chose our chatbots
TotalEnergies improves customer self-care with Dydu
With innovation and customer satisfaction at the center of its strategy, TotalEnergies wanted to provide 24/7 assistance for its customers while optimizing the way incoming contacts were handled. They turned to Dydu for the implementation of a complete self-care tool combining a conversational agent and livechat technology.
«The chatbot’s management interface is user-friendly, fun even. You don’t need any special skills to grow the knowledge base. It’s a turnkey tool which we can use independently.»
34,3 M
visitors in 2022
2 M
interactions in 2022
99 %
understanding rate
Why you should choose Dydu
01
Proprietary solution
Patented and optimized algorithms for +15 years
02
Security
✅ GDPR | Data hosted in France
03
No code
User-friendly back office :
no technical skills needed
04
Support
A dedicated representative provides support at every stage of the project
01
Proprietary solution
Patented and optimized algorithms for +15 years
02
Security
✅ GDPR | Data hosted in France
03
No code
User-friendly back office :
no technical skills needed
04
Support
A dedicated representative provides support at every stage of the project
Chat with your customers wherever they are
Our conversational agents are deployed as close as possible to usage: whether via your website or mobile application, their customer space, instant messaging or other social platforms, customers find answers to their questions on the channel of their choice.
By connecting the Dydu solution to your business tools, you can personalize bot responses and pre-qualify requests. We integrate with CMS, communication tools, CRM, ticketing tools, etc.
Hubspot
Salesforce
Zendesk
smsmode
Mailjet
Agendize
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FAQ
How does a customer relations chatbot work?
A customer relationship chatbot is a computer program designed to interact with customers via online conversations. It provides automated support by answering questions, processing requests and offering personalized assistance 24/7. Its aim is to enhance the customer experience by providing fast, efficient responses.
Customer relationship chatbots can be deployed in a wide range of fields:
What are the benefits of a chatbot for your customers?
The customer service chatbot is the first level of service for your customer service department. It can answer users’ questions directly, or support your agents by helping them use software, product and service catalogues, or by offering additional dialogues in their activity (upsell, information gathering, etc.).
The Dydu solution allows you to automate low value-added questions and the most common tasks. As a result, your agents can handle more complex and less redundant requests, making their daily work easier and increasing their productivity. This has a positive impact on the cost of handling customer requests.
What are the different uses for a customer relations chatbot?
Customer-facing chatbots can cover several use cases depending on your needs:
- Information requests: opening hours, prices, product and service suggestions, promotional offers, useful and specific contacts, etc.
- Ordering, tracking & after-sales service: Order modification and cancellation, order and delivery tracking, returns & refunds, complaints
- Customer account management: Change or loss of login and password, change of address and payment method, loyalty points
- Opinions & feedback: Satisfaction survey, request for suggestions
- Sales support: Information and software support for customer service advisors
Is it possible to connect the bot to livechat technology?
Livechat enables a company to put its customers or employees in touch with advisors via a dialog box for a real-time exchange. To complement our chatbot solution, you can opt for Dydu livechat or connect to an external livechat service.
Depending on the rules you define, and via an escalation process that is totally transparent to the user, the user in conversation with the chatbot can be transferred to an available advisor. The operator will then benefit from the conversation history and can continue the exchange in real time with the user.
Providing a solution combining chatbot and livechat enables you to automate recurring requests, while ensuring that complex cases are handled by your business experts.