ChatGPT is, without a doubt, the biggest topic of the moment. It is an artificial intelligence model developed by OpenAI, which has been revolutionizing the worlds of technology and business – thanks to its fantastic ability to generate intelligent texts, using a language model very similar to that of humans. This has made many companies consider the simultaneous use of ChatGPT in customer service with WhatsApp.
To get an idea of its popularity, just 5 days after its launch, the tool reached the incredible milestone of 1 million users. Currently with 1,16 billion users, ChatGPT has been increasingly used to optimize the most diverse sectors of activity in the market, gaining an important role in the operations of companies, especially with regard to the online service.
In light of this phenomenon, we decided to produce this special content about the use of ChatGPT integrated with WhatsApp: in addition to 9 golden tips for you to maximize your call center's service performance, we will also present a formidable tool capable of integrating both applications. Let's go?
9 tips for using ChatGPT for customer service with WhatsApp
There are a multitude of practical applications of ChatGPT to provide an optimized improvement to your online service. Next, we selected the main functionalities possible when integrating the two tools as a way to promote the most modern service techniques in your company:
1. Respond to complaints, queries and reviews
Providing clear and objective answers to the customer is one of the main objectives of the service process. In this sense, ChatGPT becomes a very strategic tool, since with it it is possible to generate drafts of initial responses and even ready answers concise answers to the most frequent questions from customers.
Considering the dynamics of call center environments, in which agents are constantly dealing with a large demand for different complaints and queries in several simultaneous channels (e-mail, social media, sites assessment and many others), AI is a great asset to help quickly formulate appropriate responses.
In conclusion, ChatGPT can also be used in situations of negative customer reviews on social media or product and service review platforms. The tool can compose appropriate responses within character limits if the user specifies the desired text length, which is ideal for saving time and effort in composing responses and providing the customer with appropriate feedback.
It is worth remembering, however, that it is important not to forget that human supervision and personalization remain crucial factors for guaranteeing a final response within the service standards from the company.
2. Translate questions and answers from foreign customers
Considering the advanced process of globalization in the world today, more and more companies are serving customers from many different countries, so that providing services in different languages is an obvious need.
In this sense, there are two ways to use ChatGPT so that the service team works in different languages:
Language barrier mitigation
ChatGPT's translation features can be leveraged for service team members to enter the customer query in any language, and from that action, a translated version is generated. This maneuver makes it possible for the client's request to be always understood, regardless of the language barrier.
real time translation
ChatGPT can also be used to facilitate ongoing conversations, translating both customer queries and user responses in real time. It is, therefore, a fundamental resource for establishing fluid communication between both parties.
language flexibility
ChatGPT can be trained to handle multiple languages to support different linguistic contexts and ensure a service process that supports a truly diverse customer base.
3. Write service scripts
Call script is how we call the document capable of describing the flow of a telephone conversation. Widely used as a guide by service agents, it serves to ensure full coverage of each relevant conversation topic in order to generate accurate and consistent information for customers.
Once again, ChatGPT offers facilities for generating these scripts, by following four steps:
- Step 1: In order to create a call script, it is necessary, first, that the common doubts of the clients are identified. Typically, this is done by collecting past call logs, as well as consumer surveys and feedback.
- Step 2: After identification, it is necessary to create an outline of the call flow, containing an initial greeting; a brief introduction; the main purpose of the visit and a closing statement.
- Step 3: From this outline, a script is written containing all the necessary information, key phrases and, no less important, alternative responses that consider the different circumstances and objections that may eventually be raised by the client.
- Step 4: Once the roadmap has been developed, it's time to test it with different agents and, based on the feedback obtained, improve it until it becomes as easy to follow as it is relevant to the customer's needs.
4. Generate email responses
ChatGPT's artificial intelligence also serves to automate the process of generating e-mail responses, so that the user can quickly and optimally prepare and send responses to the customer and be able to meet a large demand for queries by e-mail. .
You can also train ChatGPT on predefined email templates by common scenario patterns and recurring questions. These standardized models are of great value in providing coherence and boldness to the brand's communication style.
5. Summarize customer queries
In traditional ways, summarizing customer queries can be a long and exhausting process, but ChatGPT can make this job a lot easier. The tool is capable of extracting the most relevant details and condensing them in a summarized and objective way, eliminating the need for agents to read extensive messages or listen to long recordings in order to understand the main points of the customer's question.
This is of great value to both sides as it saves time for both the service team and the customer, ensuring a quick and effective interaction.
6. Generate FAQ answers
Through the FAQ page and the company-wide knowledge base, ChatGPT can be trained in recognizing and effectively addressing recurring questions from your business customers.
With each query sent, the tool performs a sharp analysis of the message, in order to generate a response that addresses the question directly, or, in some cases, direct the customer to the appropriate resources.
This is a valuable tip, as exploiting this functionality allows the company to simplify its service operations without compromising the robustness and reliability of support, enhancing satisfaction levels in the context of the customer experience.
7. Humanize automated customer support
Something whose importance is always highlighted in our articles is the importance of a humanized customer service. This means creating a more empathetic and compassionate customer experience.
To this end, ChatGPT also represents a strong ally, as the tool was designed with an advanced natural language processing technology, which allows it to interpret, understand and respond to customer interactions in a conversational way, reproducing human interactions and providing the necessary feelings of security and empathy.
8. Provide product recommendations
After analyzing data such as preferences, purchase history and browsing behavior, ChatGPT can process all this information and generate personalized recommendations in full compliance with the customer's individual interests.
Imagine, for example, a customer who bought a video game console. From this and other information, ChatGPT can suggest related products, such as specific games, controllers and other pertinent accessories.
This feature offers a great differentiator for the customer's shopping experience, in addition to exponentially increasing the potential for additional cross-sells.
9. Help with customer onboarding
Finishing our list, we point out that ChatGPT represents a powerful tool for improving customer onboarding, since its ability to understand and generate natural language for optimized service strengthens the interaction between the customer and the brand, creating a welcoming experience from the beginning of the process.
After reading this article, you should be more than motivated to integrate ChatGPT into your online support via whatsapp, Is not it?
Because ZapSign has its own intelligent personal assistant: Gepetto. With a user-friendly interface and an advanced understanding of natural language, it has a wide range of abilities: it can schedule and manage your appointments, answer questions and even help you sign documents easily and securely.
It is, therefore, the ideal solution for you, who want to improve your service processes through a complete integration between ChatGPT and WhatsApp. So if you want to learn more about Gepetto and create one for your business, just click here!
