How to Add Albert to Your Website

One of the great things about creating a bot through SICURA QuickStart is the bot you create can be used on various channels. For this particular blog, I wanted to share a quick how-to video on positioning Albert on your website. Check it out:



As you see, the video describes two methods for adding Albert to your website: a JavaScript link and an iframe. With minimal effort and in a matter of minutes, you can provide your audience access to your personal bot online.To download the code used in the video to add Albert to the website, go to the support and resources page. Scroll down until you see "Download the Code to Add Albert to Website." This will give you access to a Word document with the code needed. 

The website is not the only place you can leverage your Albert. Facebook, Twitter, Instagram, Salesforce, Spark, and more can all be channels for people to interact with your bot. And the best part, you only have to do the work of creating a bot once. Stay tuned for some more "how-to" videos and leave a comment below to let me know if you are interested in learning more about a specific channel.
www.albertai.com
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Customer Journey Mapping Toolkit: How to Create Your Own

Photo Credit: q4dm.com

“Customers are the greatest advocates of a brand or specific product or service: they tell stories and they make recommendations. They have the power to infect others with their enthusiasm for adoption, and therefore have to be seen as a core element of long term strategic growth.” (B2BInternational) Knowing this, companies need to start making positive customer experiences a top priority before they get left behind. “By 2020, customer experience will overtake price and product as the key brand differentiator.” (Customers 2020 Report) One way that has assisted many companies take their brand to the next level is a trending topic called Customer Journey Mapping, an exercise used to better understand how to improve the customer experience.

What Is It?

Customer Journey Maps are a diagram that takes you on a detailed story of your customers’ experience, starting from the research stage all the way to support. Each map can be structured differently (as they do not all look identical), but all journey maps should identify key touch points a customer has with a company and how they were feeling during these interactions. According to Joanna Lord, former CMO at BigDoor, customer journey mapping is “a framework that maps out the stages of your customers lifecycle. It enables you to improve your customers experience through helping you best understand how customers are interacting with you now and what areas to invest in moving forward.”

Photo Credit: imagestack.co

Why Do It?

Customer Journey Mapping is a hot topic right now, and an effective way for companies to identify areas of improvement. As mentioned earlier, becoming a customer centric brand is important to the success of a company. Getting to that place can be challenging, but leaders are finding that journey mapping is one of the best options to better understand your customers’ entire experience. In fact, “Executive dashboards and customer journey mapping are the 2 customer experience activities that had the largest increase in focus since last year.” (Temkin Group) It is an active way to identify key pain points within the customers’ journey, and also leverage the entire company’s assets to work in unison; evolving the company to work like a well-oiled machine, producing a positive experience for every customer. Marketing can help the support team, support can assist the engineering department.

How to Do It?

We have produced a simple presentation that goes over the basic guidelines of how to create a Customer Journey Map for your company. Follow these 11 steps to get a better understanding of what your customer journey really looks like. 

Stay tuned next week as we take you through each step of the process within an example for the Consumer Electronics industry. Also, we will complete our Customer Journey Mapping toolkit with a blank template for you to draw out your own journey map.  

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How to Find the Solution You are Looking for Using a Virtual Assistant

I stumbled across this really interesting infographic from Alienware's support Twitter account (@AlienwaretechSupport). They describe how using their Virtual Agent can help you find a solution in 4 easy steps: 

1. Access the Virtual Agent homepage
2. Select your computer model
3. Pick a topic from the 'hot topics' section or type your problem in the search bar   
4. Follow the appropriate link to access that article in their Knowledge Base

Sharing this infographic with their audience via social media has a number of advantages. It lets customers know they have self-service options for tech support, it encourages user adoption, and provides a step-by-step guide on how to use it for those that aren't familiar interacting with Artificial Intelligence.  

Social media is an important platform to utilize as a business. It is a way to connect with the majority of your audience easily and on a more personal level. Sharing helpful tips and tricks on platforms such as Twitter and Facebook benefits both the company and consumers.  

Click here to check out the infographic. 

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Virtual Agent Tips and Tricks: "How Do I Check for Outages in my Area?"

"How do I check the status of my order?" "How do I log into my new router?" Consumers always have 'how to' questions, such as these, when dealing with any company, regardless of the industry. Each company has the power to provide immediate answers to these questions, while increasing customer satisfaction. 

The inspiration for this blog came from an article titled, 12 Ways to Improve Android Battery Life. It got me thinking about all the cutting edge, lesser known features that gadgets have, that most people don’t know how to use. A few weeks ago, I wrote a blog about embedding 'how to' videos into Virtual Agent responses to visually represent the solution to an issue, but Virtual Agents are equally used for supplying ‘how to’ solutions via a conversation.

Using the article mentioned above as an example, the user wanted to know how to improve the battery life of the Android phone. Instead of searching through articles online, a more direct and interactive way to find out would be to ask a Virtual Agent. The Virtual Agent can then give you a list of steps on how to save the life of your battery, in real time.

Also, finding cool new ‘how to’ hacks for a new device is social currency and encourages sharing with friends and family. “Hey, did you know your device can do this?!” You can easily share the solution(s) you found with your social audience directly through a sharing mechanism that can be embedded into the Virtual Agent.

What are some of the most commonly asked ‘how to’ questions? Are the solutions difficult to find and share, or are they presented in a conversational manner (even without the assistance of a live person)? How does your company make 'how to' questions an interactive experience for your customers? 

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