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Launch Service Concierge Chatflow

Description

Providing instant support options through a service concierge chatflow improves the client experience by reducing friction and making it easier to get help. This milestone involves setting up a chatflow in HubSpot that acts as a combination of chatbot and live chat. The chatbot can handle common queries, provide quick links to resources, and route clients to live agents when needed. The chatflow will be displayed on client login pages and other service-related pages, ensuring support is accessible exactly where and when clients need it most.

Process Summary

  1. Define Chatflow Objectives: Collaborate to identify the primary goals of the chatflow, such as answering FAQs, linking to the knowledge base, or routing to live agents.
  2. Chatbot Configuration: Build an intelligent chatbot in HubSpot to handle common support requests, using predefined responses and links to relevant resources.
  3. Live Agent Integration: Set up routing rules to connect clients to live agents for more complex queries or issues that require human interaction.
  4. Audience Targeting: Configure the chatflow to display only on client login pages and other service-related pages to provide targeted support.
  5. Testing and Optimization: Test the chatflow with sample scenarios to ensure seamless transitions between the chatbot and live agents. Refine responses and workflows as needed.
  6. Team Training: Train service agents on handling live chat interactions and using HubSpot’s chat tools effectively.
  7. Launch and Monitor: Launch the chatflow and monitor its performance, gathering data on usage and client satisfaction to make improvements over time.

Requirements

  • A list of common client questions or support scenarios to configure chatbot responses.
  • Input on escalation criteria for routing to live agents.
  • Collaboration to define targeted pages for displaying the chatflow.
  • Feedback during testing to ensure functionality and alignment with client needs.

Milestone in Action

Demo video coming soon.

Key Outcomes

  • Reduced friction for clients seeking support, improving satisfaction and loyalty.
  • Common queries are resolved quickly through chatbot automation, reducing service workload.
  • Complex issues are seamlessly escalated to live agents, ensuring effective resolution.
  • Targeted deployment on key pages enhances the relevance and usefulness of the chatflow.