Where Automation and Customer Service Coalesce in One Platform
MesinChat platform is specifically designed to overcome the challenges in managing customer services from multiple channels.
Use cases
Identify customer issues through chats
Challenges
A simple auto reply message only provides information that the user queried. Users cannot interact with the system and get to their desired goal sooner thus leading to bad user experience.
I want to ask about my order status
Please choose a menu
1. Order status
2. Order problem
3. Order FAQs
Solution
With intelligent chatbot designed for customer service, our chatbot can provide not just information that the user requested, but also instruction steps and lead them to achieve their goal in more interactive manner.
I want to ask about my order status
Hi! May I get your order number please?
22A001B
Your order is being processed and will be shipped out soon! Thank you.
Assisting product purchases
Challenges
During a conversation where the goal subject is to complete and taking an order, an exchange of information occurs between customer and chatbot. Being able to understand the customer intention is critically important in order to comprehend the received messages.
Hi, I want to order a pizza
Please choose your pizza options:
1. Small
2. Medium
3. Large
Solution
We solve this by training our chatbot to understand specific language and recognize what are the user's needs and demands. This resulting to a better chatbot implementation that understand what the conversation contexts are and able to lead and follow up the dialog.
Hi, I want to order a pizza
Hello! What pizza size would you like? We have small, medium, and large.
Solving shipping issues
Challenges
Chatbot needs to understand the conversation contexts and at the same time able to store and keep tracking conversation data such as shipping tracking number. Unable to track information received will lead to unpleasant experience to the user.
I filled in a wrong delivery address
Our help desk chat could not process your particular issue right now. Please fill in support form on our website to get support help from our staff.
Solution
Each information provided by the user will be stored in the chatbot memory and to complete the task asked by the user. With this ability the chatbot has the capacity to attend and respond to user's specific issue based on the information given.
I filled in a wrong delivery address
Don't worry, we will help solve your shipping issue as soon as possible.
Can I have your parcel tracking number please?
It's SG010077KB3001
We have informed your parcel Courier and will get back to you soon for further actions.
Facilitating customer to arrange and set appointment
Challenges
Basic chatbot fails to complete even a simple task requested by user. To arrange and set appointment for user, the chatbot needs to be able to follow up with the conversation and asking for user details. Not only that, it is necessary to query back-end system to check and manage without conflicting with existing appointments.
I want to make an appointment please
Hello! You can visit this below to create new appointment. Thank you.
Solution
By designing the MesinChat platform and MesinChat chatbot, we provide a solution all in one place to manage your organization appointment. MesinChat chatbot can interact with user and completing conversation steps while communicating with back-end system.
I want to make an appointment please
Sure, what date do you prefer?
Next Tuesday
Sorry, our appointment is full booked on next week's Tuesday. Do you want to check on another date?
