salesforce chatbots

Salesforce Chatbot enables businesses to offer personalized and prompt service using AI-powered bots available natively in the CRM. Now you can supercharge customer case resolution with clicks not code by automating mundane, time-consuming tasks by linking AI with your CRM data. This empowers service teams to do more by leveraging AI-generated responses to customer queries. Before going into how AI chatbots can be pivotal in customer service, let’s educate ourselves on the basics. What is a chatbot? A chatbot (derived from “chat robot”) is a software program that can simulate human conversation (voice or text) and can solve a problem. Businesses typically use chatbots to augment customer service to complement traditional service channels such as phone and email. Just like software can be configured and customized in any way you want, chatbots can also be customized and used in ways that are aligned with your goals. We are already familiar with bots for customer service that are used with popular messaging platforms like SMS and WhatsApp. With AI chatbots, users can interact with a computer program to find answers quickly. Most notably, chatbots can enhance customer relationships by responding to queries faster at their convenience by being available round the clock. With 24/7 availability to serve up responses, chatbots free up time for service teams so that they can work on more complex issues that require a touch of empathy. How do chatbots work? Chatbot development has evolved leaps and bounds over the last decade or so, as developers have adopted sophisticated techniques and technological advancements in machine algorithms to enable chatbots to contextually understand user questions and offer more useful responses. While bots today still aren’t equipped to handle all user queries, they can easily respond to commonly asked questions or execute simple, repetitive tasks without any human intervention. One such example is when a chatbot parses customer input, identifies keywords or phrases, and then scans the organization's data to retrieve relevant articles based on those keywords or phrases. Chatbots typically follow a pre-defined decision tree, which is why they are often referred to as rule-based chatbots. Rule-based chatbots execute pre-defined actions based on user input. Rule-based chatbots are based on click actions, like a user responding with a binary input like a “yes” or “no,” or by recognizing specific keywords. You would have come across instances when you typed a question into a website’s pop-up box and got an answer that had no relevance to the question. That usually happens when although the chatbot recognized keywords in your input, it did not understand their context. This is where AI chatbots come in. What is an AI chatbot? The level of sophistication involved in chatbot technology cannot be overstated.  With inbuilt natural language processing (NLP) capability, chatbots can engage in human-like conversations with users effortlessly. Engineering teams are relying on NLP to build AI chatbots that can understand human speech and text better. With NLP, it is now possible to better recognize user intent and consequently provide better, more intelligent responses. With the latest disruptive tech of generative AI, chatbots can interpret context in written text, which allows it to work on its own. In simple terms, AI chatbots can understand language outside of pre-defined rules and offer responses by relying on existing data. This allows users to navigate the conversation and allows the bot to follow. By drawing on huge data sets and the processing power of the machine, AI- chatbots can leverage deep learning algorithms to significantly improve their quality of understanding questions and offer more accurate responses. When chatbots connect with technologies such as Large Language Models (LLMs) and NLP, they can train themselves to simulate human conversation better by: Maintaining the context of the interaction. Managing a personalized conversation. Refining responses based on the changing customer needs. AI chatbots get better with every interaction. They do this by connecting with deep learning algorithms and drawing on enormous amounts of conversational data stored in the CRM database. 3 Benefits of Using AI Chatbots in Salesforce: Businesses, irrespective of size and the domain they operate in, can derive the benefits of process automation, particularly a function that delivers direct value to their customers. With chatbots, you are available to your customers round the clock, giving them 24/7 access to your business. They are also able to get quick responses to common questions anytime, from any device. Reduce Human Intervention As a business leader, you would be aware that not every customer query needs you to dedicate human resources to respond to that query. Just like a knowledge base or a library of FAQs in Service Cloud can offer relevant and accurate information to customers whenever they need it, a chatbot can automate this process by understanding their queries and serving up the right answers. Chatbots can be very useful in increasing the deflection rate of customer support cases. Reduce Costs and Improve Productivity Leveraging chatbots to automate mundane, repetitive tasks and straightforward processes gives your internal teams more time to focus on more critical and creative tasks. This leads to a significant reduction in manpower especially in your customer service teams. The ROI of using a chatbot to free up agent time so that they can focus more on doing what’s most important- nurturing customer relationships, is a figure you cannot ignore. Your internal team performance will witness a significant improvement as well, since your service agents are focused on solving complex problems where human intervention is necessary, translating to higher-quality customer service. Time is a commodity that is available in limited quantity to every organization, and chatbots allow service teams to do more with less. If you wish to scale up your business without the associated costs of additional resources, you should look at AI-powered chatbots. Entrusting many of the repetitive, mundane tasks across departments to an AI chatbot and having the provision to escalate a case to a human agent as and when required will boost the morale of your teams, improve staff retention, and allow them to shine in their work. Customers Notice Innovation Customers often compare 2 or more brands that offer the same products or services that they are looking for. And if your business is completely human powered it means customers sometimes will have to wait for their turn for a human agent to be available to get their issue resolved. If your competitor is offering chatbot-powered customer service which allows customers to self-serve and find answers quickly, they will notice the difference in service availability which will compel them to choose the latter. Let’s look at an example. A visitor to your website asks the chatbot for pricing information and more details about a particular product or service. The chatbot can immediately dive into Salesforce data and serve up the information instantly to the website visitor.  Compare it with getting a message “Please wait a moment while we find an agent to talk to you.” Let’s look at another scenario. The website visitor wants to book a demo to see how your product actually works. All he needs to do is type – “I want to book a demo”. The chatbot can immediately open a calendar for him to select a convenient time and date and once the visitor has made a selection, the bot can immediately check rep availability by diving into the booking system which is also connected to Salesforce, and then confirm the appointment. All this without ever leaving the chat conversation. The use of chatbots in customer service has increased dramatically over the last 5 years and with the advancement in AI technology, it is going in only one direction. Why Should You Consider an AI Chatbot for Salesforce? Looking to invest in chatbot technology? Heard and read a lot about them and their benefits in the context of business but don’t know where to start? There are several ways of approaching this, with so many options available in the market. If you are starting out, the best way to do this is within your single source of truth – Salesforce. And the reason is very simple. A Salesforce native chatbot can leverage customer data, product and service data, and knowledge base, to engage customers and serve up relevant and accurate answers. A Salesforce native chatbot can also trigger automations at appropriate events within Salesforce making it very productive and tightly aligned with your business goals. Salesforce does come with AI-powered bots called Einstein Bots. Einstein Bots are powerful, and available out-of-the-box in Salesforce. They require a Service Cloud license along with a chat or messenger license with each license offering 25 bot conversations per user per month. Einstein Bots also come with an inbuilt Salesforce Messaging App allowing businesses to engage in text conversations with customers via SMS and WhatsApp. AI Chatbot from Salesforce is a powerful tool to re-imagine customer experiences, automate processes, and improve productivity. With round-the-clock availability and immediate responses, AI Chatbots from Salesforce transform the way businesses connect with their customers. To learn more about AI Chatbots for Salesforce, connect with an expert today.

Businesses across industries are leveraging emerging technologies such as Artificial Intelligence and machine learning to power sales, marketing, customer service, HR, and operations. In fact, banking is one of the top industries to embrace Chatbots in recent years to streamline operations and enhance the customer experience. Banking chatbots are AI-powered virtual assistants that can understand customer requests, resolve their queries, and execute transactions. Chatbots are software programs that have in-built machine learning algorithms and can process natural language prompts to automate the relationship between a customer and a bank. GirikSMS Salesforce Chatbot developed by Girikon Inc, a Salesforce Development Partner, help banking institutions streamline operations, scale customer service, reduce costs, and improve customer satisfaction. In this article, we will explain what GirikSMS can do for banks and their customers and how bot-driven automation can benefit banking institutions in several ways. Chatbots are cost-efficient. Bots allow you to scale operations quickly without the associated costs of additional manpower. The era of mobile banking. Customers today prefer digital first and the need for on-demand mobile banking is increasing across all age groups. GirikSMS Salesforce Chatbots are available 24/7 and can be easily integrated into mobile banking apps to offer immediate resolution of customer queries. Customers prefer text. Most smartphone users are well versed with popular messaging apps such as WhatsApp, Slack, and SMS, using these channels for daily interaction with friends, family, and even businesses. Text conversations over these apps are now the preferred choice for most users. GirikSMS ChatGpt Empowered Salesforce Chatbot uses the power of conversational AI to interact with customers over these popular messaging apps and channels ushering in a new era of digital services. Here’s a look at some of the use cases where GirikSMS APP can help banking institutions automate their day-to-day operations to enhance the customer experience. 1. Onboarding new customers New customers can rely on GirikSMSChatbot for onboarding activities such as: Uploading all required documents and validating them. Sending agreements for review and sending reminders to complete the documentation. Setting up a new account and providing a guided tour of available products and services Downloading and exploring the banking app on users’ mobile phones. GirikSMS ChatGPT Empowered Chatbot can also be used to collect feedback from new customers about the onboarding process for detailed analysis and ongoing improvement. 2. Provide 24/7 customer service GirikSMS Chatbot can be extremely useful in customer service operations. They can resolve routine customer queries quickly and enable banks to scale 24/7 support to customers. They can answer commonly asked questions and provide accurate answers to customer queries quickly without any wait times. Not just that, customers can also modify account information such as an address, all within the chat conversation. 3. Transactions GirikSMS Salesforce Chatbots can help customers perform banking transactions such as fund transfers or opening a deposit account. GirikSMS is native to Salesforce. So, if a user types the name of a beneficiary to do a fund transfer, the bot can look up the receiver’s account in the CRM and execute the transaction. Some of the other transactions that GirikSMS Salesforce SMS App can help customers with are: Report a missing/damaged card. Report an unauthorized transaction. Change account passwords. Modify account limits or apply for higher limits. Apply for account upgrades like more privileges. Apply for a loan. 4. Providing financial advice GirikSMS  Chatbot can be virtual financial assistants. Based on the customers’ income and spending habits they can recommend saving plans, tax tips, and recommend best-fit banking products. 5. Cross-selling Banks offer a range of products and services such as insurance, loans, mortgages, wealth management, etc. GirikSMS Salesforce Chatbots leverage CRM data and analyze past customer interactions across multiple channels to make intelligent recommendations about new products that may be relevant to them. 6. Preventing fraud GirikSMS Salesforce Chatbots record all interactions with users in the CRM and can use natural language understanding capabilities to detect suspicious behavior to alert agents to take prompt and appropriate action. Data from chatbot conversations can be used to identify patterns and train the chatbot. 7. Onboarding new recruits GirikSMS Salesforce Chatbots can be used to assist new employees by: Answering their queries about the company’s policies. Providing access via interactive menus to onboarding material such as documents, presentations, charts, photos, or videos. Setting up IT accounts and assisting them with system walkthroughs and privileges. GirikSMS Salesforce Chatbots can also train employees on several aspects of customer communication and engagement. 8. Assisting in internal operations GirikSMS Salesforce Chatbots can also act as virtual assistants for banking personnel by providing them with quick answers when dealing with customers. They can answer questions related to Policies and regulations. Products and services offered. Intelligent forecasts on customers based on their account status. GirikSMS Chatbots for Salesforce can also help streamline internal operations by sharing documents across team members and facilitating reporting and evaluation processes. 9. Omnichannel availability Customers today prefer digital first. And they engage with brands on multiple channels such as websites, mobile apps, social media, and messenger apps. GirikSMS Chatbot for Salesforce can be easily integrated across all popular channels ensuring that you are available to them 24/7 regardless of where they are. While the above use cases can be a game-changer for banks, it is also important to follow certain best practices to make the most of this disruptive technology offering. Here is our list of 5 best practices for implementing Chatbots. 1. Understand the limitations and challenges of Chatbots Work with your Salesforce partner to have a thorough assessment of the capabilities and limitations of AI Chatbots to set the right expectations. 2. Protect user data Banking institutions must secure and protect the data and information gathered by Chatbots.  Giving confidence to customers that their data is secure with you builds trust and loyalty. 3. Secure transactions Chatbots, especially customer support ones open up opportunities for hackers and fraudsters. You must ensure that all transactions and interactions over bot conversations are encrypted and secure. 4. Create specialized chatbots Banking offers many use cases for deploying Chatbots such as lead generation, sales, and customer service. Start with a simple use case and deploy chatbots in phases. 5. Test extensively An erroneous chatbot can lead to frustrated customers. Test and train your chatbot extensively before going live. As Salesforce expands its boundaries to integrate the disruptive technology of conversational AI and adds more functionality into its platform, you need the support of a Gold Salesforce Consulting Partner like Girikon to unlock its true power. Connect with one of our experts today to learn more about how you can harness the power of GirikSMS Chatbots for Salesforce.

All businesses without exception, strive to achieve high levels of customer loyalty. And it’s not a surprising fact. Industry data reveals that the cost of retaining existing customers is a mere 20% of acquiring new ones. Businesses recognize that even a 5% improvement in customer retention rates has a significant impact on the top line. With so many options available to customers, going the extra mile to earn their loyalty is a no-brainer in today's fiercely competitive business ecosystem. SMS marketing is perhaps the most underrated yet key driver of customer loyalty. Many businesses today are leveraging SMS marketing to retain customers. The popularity of SMS marketing is increasing at breakneck speed. It provides that elusive silver lining to improve customer engagement and build trust and loyalty. What is Customer Loyalty? The word loyalty is typically associated with an allegiance or bond between two entities. In the business context, customer loyalty characterizes a consistent emotional bond between the business and the customer. Customer loyalty indicates the willingness of customers to engage with the business for its products or services. Achieving customer loyalty can be complex and relies on the synergy of several factors: Emotional connection Quality and consistency of brand engagement Exceptional customer service Customer satisfaction levels Product or service customization Personalized interaction Customer loyalty is a direct result of consistent efforts undertaken by a brand and is usually measured across multiple market metrics such as customer lifetime value, repeat purchases, customer satisfaction score, upsell rates, engagement levels, and more. Loyal customers hold the key to a business's longevity and growth. Industry data indicates that loyal customers are willing to spend 65% more on a brand’s products and services compared to new customers. As the saying goes – 20% of your customers contribute to 80% of your sales. So, the message to marketers is loud and clear: drive customer loyalty to increase profitability. The Role of SMS in Improving Customer Loyalty and Enhancing Retention SMS marketing is a discreet way of engaging customers and establishes an invisible yet strong connect between them and your brand. Industry reports indicate that bulk SMS messaging has a read rate of 98%, as compared to email marketing which hovers around 20% at best. In fact, what’s even more interesting is that SMS messages have a read rate of 97% within the first 15 minutes of receipt, and that's primarily because people check their phones at least a hundred times a day. It should come as no surprise, therefore, that there is solid ground to consider bulk SMS messaging as a powerful driver of customer loyalty. How To Build Customer Loyalty with Bulk SMS Messaging The question still remains how bulk SMS messaging drives customer loyalty? With the right bulk SMS marketing strategy with personalized and relevant messaging content, you can facilitate faster response times.  We recommend these 5 simple steps to improve customer loyalty via bulk SMS messaging. Understand your target audience. Segment your subscribers based on age, gender, demographics, interests, and preferences to set up the foundation to send consistent, relevant, and concise content. Align goals. Establish a clear vision of your SMS marketing goals such as conversion rates, app, website, or social media page traffic, feedback scores, and more. Create strategy-based content. SMS messages have a limitation of 160 characters.  So, every word is worth its weight in gold. Keep your messaging concise and precise. Avoid spamming. Don’t overwhelm your customers with unnecessary or repeat messages. And depending on the time zone you operate in for your SMS messaging, ensure your messages are delivered at a time when customers are most likely to see it. Analyze and improve. Marketing is all about indicators, so make sure you are always on top of key metrics like open rate, click-throughs, conversions, sign-ups, unsubscribes, and ROI. Innovate: Last but not least, bulk SMS marketing allows you to experiment and improve your SMS marketing strategy and adjust it as you go. So be sure to collect feedback from your customers at regular intervals. This not only helps you to improve but also tells your customers you value how they feel about you. Strategies to Increase Customer Retention with SMS While we have talked about some key aspects of improving customer loyalty via bulk SMS messaging, it is equally important to understand some tried and tested implementation strategies that drive customer loyalty: New Customer and Post-Purchase Offers. Offering deals and discounts to new customers is an effective strategy for acquiring them. And once they are on board, new deals and offers based on their initial purchase can be a powerful incentive for them to return to your brand. When offering deals, make sure they are time-bound and send them reminder texts with clickable links to your e-store to nudge them to make a purchase. New Product Announcement. Concise, attention-grabbing SMS texts have proven to be very effective. And if your products or services are hyper-personalized for a particular customer segment, SMS marketing could be very effective in igniting interest. GirikSMS comes with seamless integration with Salesforce, which means you can leverage your CRM data for deep insights into customer behavior and target your SMS marketing perfectly with precise and relevant messaging. Trigger Messaging. This is a very effective way to capture your audience’s attention. Automated SMS messages can be triggered for a range of scenarios such as abandoned cart reminders, the latest personalized discounts, and offers, new product launches or back-in-stock items. Conclusion There is no doubt that SMS texting is a powerful tool for driving customer loyalty and retention. With a market-leading automated SMS platform in place and a sound use-case-based marketing strategy, brands can unlock the power of SMS marketing to improve customer loyalty enhance retention, and pave the way for the long-term success of their business. Try GirikSMS for Improved Customer Loyalty and Retention With GirikSMS, you can implement automated, intelligent marketing strategies at scale with personalized engagement across every interaction. With GirikSMS’s automation capabilities and its intelligent Chatbots, you can be up and running in no time. With GirikSMS you can: Send tailored product alerts Cross-sell and upsell Send reminders Send order updates Resolve customer issues Engage in 2-way conversational messaging Collect customer feedback Start your Free 3 Month Trial today. Still have questions? Connect with one of our SMS experts.

Chatbots are making their way into almost every industry known to man. With businesses recognizing the value of automating repetitive tasks, it is only a matter of time before we witness a large-scale adoption of Chatbots across industries and businesses. One of the interesting things about Chatbots is that they can be programmed to accomplish different tasks for different industries. GirikSMS Salesforce Chatbot, developed by Girikon, a Salesforce Implementation Partner for over a decade, helps businesses across industries automate tasks, streamline operations, scale quickly, and reduce overall costs while improving efficiency. GirikSMS Salesforce Chatbots are powered by AI and machine learning and leverage Salesforce CRM data to deliver personalized best-in-class customer experiences at scale. While it is impossible to detail each and every scenario where GirikSMS Salesforce Chatbots can come in handy, this blog gives an overview of how you can leverage GirikSMS Salesforce Chatbots for your business success. And our chatbots are self-learning, which means they get better with every interaction. Here are some use cases for GirikSMS Salesforce Chatbots. CONSUMER GOODS AND RETAIL Customers spend a lot of time navigating through menus and category pages to find the one product they want to buy. And if this discovery process is too long or something else grabs their attention, many of them abandon their carts. GirikSMS Salesforce Chatbots can help compress this product discovery journey for customers. GirikSMS Chatbots give customers easy access to product information and give smart product recommendations based on their past purchases. Not only that, GirikSMS Salesforce Chatbots can also generate discount coupons and offers on the fly for customers who have abandoned their carts, to nudge them to complete the purchase. GirikSMS Salesforce Chatbots are a great tool for sales and marketing teams.  Chatbots assist sales and marketing reps by leveraging CRM data and providing real-time reports and alerts. GirikSMS Salesforce Chatbots can help teams with personalized customer information and serve up highly accurate, timely, and relevant data to help them move leads faster through the sales funnel. FINANCIAL SERVICES You have likely interacted with a chatbot while dealing with your bank for routine queries or operations such as fund transfers, balance inquiries, approvals, and more. The financial services industry is one of the early adopters of Chatbots. GirikSMS Salesforce Chatbots can be used by financial services businesses to improve customer satisfaction and engagement. For instance, banks can use GirikSMS Chatbots to interact with customers for routine queries such as account balance, bank statements, fund transfers, starting an investment plan, investment advice, and much more. Insurance companies can use GirikSMS Salesforce Chatbots for offering automated services such as premium renewal, plan upgrades, claims processing, educating customers on technical terms, sending alerts and reminders, and more. And this is on the customer interface. Financial services businesses can also use GirikSMS Salesforce Chatbots to perform several routine and repetitive internal operational tasks such as contract review and analysis, sorting, segmenting and qualifying applications, employee engagement, IT ticket management, and more. HEALTHCARE GirikSMS Salesforce Chatbots can be very useful for healthcare businesses.  They can perform routine tasks for receptionists and nursing staff such as checking supplies inventory, posting requests for supplies and medicines, managing appointments and home visits, assisting doctors with patient reports, track post-op recovery, managing appointment calendars, and much more. MANUFACTURING The manufacturing sector has always struggled with communication gaps in day-to-day operations. Manufacturing companies have to deal with a dynamic supply chain of wholesalers and distributors and need them to be in sync with their assembly line. GirikSMS Salesforce Chatbots can help manufacturing companies connect all constituents and facilitate seamless interaction. Vendor management, shift management, and product-related assistance are some of the areas where GirikSMS Salesforce Chatbots can be useful in the manufacturing industry. HOSPITALITY GirikSMS Salesforce Chatbots can used to provide better guest experiences, acting as a virtual concierge and assistant for hospitality businesses. GirikSMS Salesforce Chatbots are available 24/7 to provide best-in-class service that improves customer loyalty and satisfaction. AVIATION GirikSMS Salesforce Chatbots bots can be used by the aviation industry to book, re-schedule, or cancel tickets, plan travel, send reminders, notifications, and announcements, assist with web check-ins, provide flight options based on customer preferences, and assist with other travel arrangements. EDUCATION GirikSMS Salesforce Chatbots work seamlessly with Education Cloud to deliver exceptional experiences to students, faculty, and staff. For students, GirikSMS Salesforce Chatbots can automate many tasks within the recruitment and admissions process, providing assistance to students, conducting surveys and polls, engaging with parents and building trust and confidence, managing advisor appointments, updating students on campus happenings, assisting in course enrolment, submission of assignments and more. For faculty, GirikSMS Salesforce Chatbots can assist with scheduling special classes, setting up virtual advisory sessions, managing assignments, tracking student progress, and much more. OIL AND GAS GirikSMS Salesforce Chatbots can be used by oil and gas companies to improve productivity and reduce worker risk. They can provide real-time customer support by providing information about the company's products.           UTILITIES GirikSMS Salesforce Chatbots are powered by artificial intelligence (AI) and leverage CRM data to interact with customers via chat. They can help utility customers with assisted meter readings, and payment issues, provide real-time customer service, and escalate urgent and complex issues to relevant personnel. Customers can easily report outages by sending a word like “outage” to a pre-defined number and receive regular updates about case resolution. GirikSMS Salesforce Chatbots can track and monitor KPIs to ensure customer service excellence. REAL ESTATE GirikSMS Salesforce Chatbots can engage in a conversation with home buyers the moment they click on an ad on land on the company's web page. They can help home buyers with more details about available properties, provide guided virtual walk-throughs, schedule site visits, check for mortgage options, analyze market trends, and collect feedback and preferences. GirikSMS Salesforce Chatbots can be deployed on all popular channels such as mobile apps, social media, websites, or messengers such as SMS and WhatsApp, ensuring 24/7 availability to customers. While sales, marketing, and customer service are some of the common areas that Chatbots are being used today, GirikSMS Salesforce Chatbots can be used in any scenario regardless of the industry, not just for the use cases listed above.  If you are a business owner or represent senior management, it is important for you to identify a use case that can deliver great ROI. Have more questions on how GirikSMS Salesforce Chatbots can transform your day-to-day operations and take you on the path to success? Get in touch with our expert today to know more about the use of GirikSMS Salesforce Chatbots in your industry.