Frequently Asked Questions
The FAQs relating to eStores, the customer journey, online shoppers’ experiences, the Community Advice Solution and crucial KPIs.
Automated conversations enable AI (Artificial Intelligence) and ML (Machine Learning) to recognize the content of a question when it is received and to forward it accordingly to the most suitable source of knowledge: for example to Guurus – certified product users – for product-related advice or to the SmartBot for repetitive questions.
In terms of the SmartBot, ‘automated’ means that the SmartBot has a knowledge base that can automatically answer frequently asked questions. The knowledge base is continuously expanded with the chat content managed by the Guurus. Automation is the motor of our SmartBot.
A bounce rate is the percentage of website visitors who leave a website – it should be as low as possible. Other important parameters are the time spent on the page.
If you have a high bounce rate and a low retention time on your page, you should consider updating the content elements.
For example, with easily accessible support that is available around the clock.
Chatbots are effective in resolving basic customer cases.
However, for more personal and questions relating to real-life experience, a live chat that includes peer-to-peer support is the most effective.
Chatbots have a limited knowledge base that can be very helpful for answering repetitive questions, for example “do you deliver to Germany?”.
To ensure an authentic answer, there should be an option in place to forward an enquiry to certified product users (Guurus).
Sales conversions usually increase after a live chat with an expert.
Conversation tags allow conversations to be visually scanned. Every conversation can have multiple tags associated.
A Customer community consists of customers or experts of products or services who share their experiences with other customers.
Familiar from forums, customers can now share their knowledge live and instantly with support-seeking customers through popular digital channels such as live chat, Whatsapp or Messenger.
This leads to greater customer satisfaction and increases the completion of purchases.
Live chat does not slow down a website. The GUURU Live Chat code is extremely light and can be easily added to the Google Tag Manager or Adobe Tag Manager by simply copy-pasting it.
First Contact Resolution (FCR) is the percentage of contacts that are resolved by the support team on the first interaction with the customer.
For live chats, this means that the customer’s issue is resolved before they end the chat session.
Hot-Transfers allows Guurus to transfer a chat to agents in real-time when there are agents available in the system.
NPS stands for Net Promoter Score.
NPS is the main key performance indicator (KPI) used in customer service to measure customer satisfaction.
The GUURU SmartForm is an AI-powered contact form detecting the content of incoming user inquiries and routing them in real-time to the best support source. As a result, most of the incoming support inquiries are answered right away before hitting your ticketing system – either through the GUURU SmartBot or via live chat by knowledgeable product users or your agents.
SMS fallback allows chat users to provide their mobile phone number while waiting for a Guuru (or agent) and leave the chat window.
Once a Guuru accepts the chat request, an SMS is sent to the user with a link that allows the user to go back to the chat and continue the conversation.
Yes, you can integrate Facebook with GUURU.
Our Facebook integration allows chat with your Facebook fans and customers right from the GUURU application.
Yes, you can integrate SalesForce with GUURU.
Our SalesForce integration automatically creates, updates, and closes cases keeping all conversations that come through GUURU synchronized with SalesForce.
Optionally, conversations transferred in GUURU can be assigned to a queue of your choice and be handled by your team in SalesForce.
Our Zendesk integration allows your chats transferred to be sent to your Zendesk installation as tickets.
Additionally, if you are using Tickets web forms it allows us to map our transfer targets with your web forms and map our transfer custom fields with your Zendesk custom fields.
A community chat is a peer-to-peer conversation between members of the same community. In customer service, a community chat typically refers to an online conversation between consumers about the products/brands they’re interested in, on social media platforms or online forums.
GUURU makes it possible to facilitate conversations between your company’s existing community of loyal customers and new customers seeking product-related advice about your products.
Mobilize and certify your loyal customers to offer peer-to-peer product advice to inquiring customers for fair compensation.
This community of knowledgeable customers use GUURU’s AI-enriched community interaction function, and answer inquiries on main customer interaction channels: chat, contact form, emails, calls and social media.
A live chat is an online conversation that occurs in real-time on a digital or social media platform. A live chat often involves the exchange of real-time text messages.
In customer service, live chats often refer to digital conversations between:
- a customer service agent and a customer.
- a customer and a chatbot
- or a customer and another customer discussing their experiences or recommendations regarding specific products.
Unlike email exchanges, the most important feature in a live chat is that it’s an on-demand digital conversation between two or more people happening in real-time without a significant time delay.
Live chat is a vital feature in an effective customer service strategy because it appeases the modern-day customer’s need for instant answers.
A brand advocate is a loyal customer, who loves your company’s products or services and often takes tangible actions, beyond purchasing decisions, that support your company.
These actions can include telling other consumers about positive experiences with your company; sharing product advice with other consumers; or offering feedback to improve your products or services.
A peer-to-peer live chat refers to a digital conversation that occurs between peers in real-time. In customer service, peer-to-peer refers to consumer-to-consumer conversations regarding the products or services they use or want to use.
A peer-to-peer chat is an on-demand message-based conversation that most often happens on a digital or social media platform in real-time without a significant time delay.
While some research indicates that 24-hours is an acceptable response time, others state that modern-day customers demand instant or live responses.
It’s vital to enrich your customer service strategy with technology that enables immediate responses, like a smart and instant interaction solution powered by AI and your community.
These options will not only help you support a large bulk of your customers instantly, but it will also make sure your customer service agents have more time to respond quickly to complex inquiries.
NPS is short for Net Promoter Score and it is a commonly-used data tool that helps companies estimate whether their customers are satisfied with their service. This tool is based on asking a customer if, on a scale of 0-to-10 (10 being very likely), they are likely to recommend your company to people they know.
Here is how to calculate your company’s NPS score: % Promoters – % Detractors = NPS Score.
You can calculate your % Promoters and % Detractors by asking your customers to answer how likely they would be to recommend your company to a friend or colleague.
The respondents who respond with a score of 9 or 10 are considered Promoters. The respondents who select with 7 or 8 are considered Passives. The respondents who choose 1 to 6 are considered Passives. You calculate each segment as a percentage out of the total number of respondents.
Promoters are very happy with your service, and they will probably stay loyal and recommend you to people they know. Distractors are unlikely to stay put, and they may even discourage other consumers to use your services. Passives are satisfied with your service, but they’re unlikely to stay put if a competitor has a good offering.
An NPS score of 0 or higher implies that more customers are likely to recommend your company to a friend or colleague compared to the number of customers who are very unlikely to recommend your company.
Nevertheless, the higher the score, the better – although a score of 100 is almost impossible.
A realistic and constructive way to judge your NPS score is by comparing it to the NPS score of your competitors or your industry standard. It is a useful indicator to determine how much you can improve customer satisfaction.