Many of Ivy’s partners share common goals. Below, we’ve addressed our most common goals and added suggestions for how to achieve them using our products and features.
Increase Recruitment
Ivy’s chatbots generate better, more engaged leads.
Improve Lead Capture
You can obtain customer contact information in either a conversational dialog (e.g. “What is your last name?”) or via a fill-in form.
The form can be presented to the user:
- at the beginning of a conversation
- when triggered by a question/phrase
- upon initiating Live Chat
- as a ticket when your bot is stumped
Streamline the Enrollment Processes
Integrations
For your end-users who’ve already applied, you can make the waiting period easier for them with integrations, like allowing them to view their application status or register for other services via their chat window.
Text Nudging
Through the use of an SMS text campaign, you can nudge your users through various enrollment processes, such as submitting documents or registering for the next steps. SMS campaigns are easy to create and can be used to satisfy a variety of initiatives, such as reminding customers of upcoming deadlines, incomplete forms or connecting prospective customers with the appropriate staff member.
Each text message campaign generates success metrics following completion, including:
- Opt-out rate
- Delivery status
- Engagement rate
- Engagement type (bot/agent)
- Total messages (by user)
- Messages to bot (by user)
- Messages to agent (by user)
- Survey results
- Contact geography
- Campaign history (total deployments)
Improve Your Service Model & Boost Customer Engagement
Adding an AI chat solution by design will enhance your service model. However, there are some ways to further optimize your strategy.
IT Integrations
By integrating with your IT support platform, customers can get customized tech support from their chatbot. In the event further help is needed, they can create a help desk ticket directly from the Ivy chat window. The tickets will flow directly into your IT Service Management platform for streamlined management of issue resolution.
Pinned Notifications
Your chatbot can be configured to pin persistent notifications allowing you to broadcast information to your entire audience as you see fit. This feature will appear as a banner at the top of the chatbot window and can be very useful when you need to communicate new services, office closures, or other important announcements.
ERP Integrations
Integrating with your organization’s ERP and SSO allows your customers and staff to securely retrieve account-specific information, such as payments, records, or staff schedules, directly from your chatbot. Customers can locate their statements, financial assistance documents, hold information, and more. Providing on-demand access to this information in a conversational manner drastically reduces customer frustration and improves the overall end-user experience.
Calendar Integrations
Ivy can integrate with calendars and scheduling platforms to allow your customers to make appointments and access meetings and other events directly from their chat window. This can make it easier for them to get support when they need it.
Address Staffing Shortages
Redirecting your customer inquiries from phone, email, and in-person visits to your chatbot lessens the Tier 1 demands on your staff and allows them to focus on more strategic responsibilities. Likewise, customers with basic questions receive the information they need immediately, while those with more complex inquiries get the support they deserve. These features can create a more efficient workplace for your staff.
AI Agent Assist
Our AI Agent Assist technology, available in our Live Chat platform, is always available to provide support should your staff need it. AI Agent Assist equips your live agents with predicted messaging to use in their responses. This innovative feature ensures departmental consistency and accuracy while maintaining the on-demand service your customers seek. Furthermore, your agents can be assigned multiple conversations at once when utilizing the AI Agent Assist without sacrificing the quality of information being shared with your customers.
Reporting and Analytics
Paying close attention to your Reports Dashboard can drastically improve your staff’s operational efficiency. The examples below explain how some of these reports may be used.
Conversations per Hour: This report will display the peak activity time for your customers. Scheduling your live agents and other staff to accommodate this trend not only reduces frustration for customers who previously were resigned to waiting in queues but facilitates a smoother experience for service agents.
User Ratings: While not every interaction receives a user rating (users tend to offer ratings when they’re highly satisfied or dissatisfied), they’re incredibly insightful. And don’t be discouraged by negative ratings - understanding your users’ pain points helps to deliver an even better experience for everyone.
Data Lake: In the Data Lake, bot administrators can filter by 47 unique data fields, such as IP address, chat length, or bot response confidence level. This can help your staff determine where prospective customers are located or which topics garnered the longest chat sessions. Insights such as these can be extremely helpful when creating an outbound recruitment campaign or planning a website redesign, for example.