ก้าวไปสู่ Customer Service ยุค Gen AI ไปกับ Freddy Copilot

SIFT_Analytics_Freddy_AI

“80% ขององค์กรและแผนกบริการลูกค้า (Customer service) จะใช้เทคโนโลยี Generative AI เพื่อปรับปรุงประสิทธิภาพการทำงานของพนักงานและพัฒนาประสบการณ์ของลูกค้า (CX) ภายในปี 2025” – Gartner, Inc

ด้วยพลังของ Generative AI ที่ยังคงมาแรงอย่างต่อเนื่องจนถึงปี 2024 ทำให้เราเห็นได้ชัดว่าไม่ว่าจะอุตสาหกรรมใด รวมถึงการทำงานในแทบทุกแผนกของหลายองค์กร ต่างก็นำผู้ช่วยอัจฉริยะอย่าง Generative AI เข้ามาช่วยในการทำงาน เพื่อพัฒนาการทำงานให้รวดเร็ว เป็นอัตโนมัติ ในขณะเดียวกันก็ยังสามารถลดต้นทุน ส่งผลให้เกิดผลลัพธ์และสร้างประสบการณ์ของลูกค้า (Customer Experience) ให้ดีขึ้นด้วยเช่นกัน

 

และหากพูดถึงการทำงานด้านการบริการลูกค้าหรือ Customer service ที่ปัจจุบันมีความซับซ้อนและคาดเดาได้ยากมากยิ่งขึ้น ด้วยช่องทางการติดต่อที่หลากหลายไม่ว่าจะเป็น การส่งข้อความ อีเมล โทรศัพท์ หรือโซเชียลมีเดียต่าง ๆ และภาระงานของบุคลากรที่เพิ่มขึ้นทุกวัน จึงทำให้ทีมบริการลูกค้าเกิดความกดดัน และส่งผลต่อประสิทธิภาพการทำงาน ไม่ว่าจะเป็น การตกหล่นคำร้องที่สำคัญ การทำงานเอกสารควบคู่ไปกับการบริการลูกค้าจนไม่สามารถดูแลลูกค้าได้อย่างเต็มที่และมีประสิทธิภาพอย่างที่ควรเป็น นี่จึงเป็นเหตุผลที่ Generative AI เข้ามามีบทบาทในยุคสมัยใหม่ของการบริการลูกค้า เพราะ Generative AI จะเข้ามาช่วยให้ปัญหาการจัดการคำร้องหายไป เพิ่มขีดความสามารถของพนักงาน จนกระทั่งส่งผลให้ลูกค้าได้รับประสบการณ์ที่ดีมากยิ่งขึ้น

 

หากองค์กรของคุณเป็นอีกองค์กรที่ต้องการก้าวเข้าสู่ Customer service ยุคใหม่ SIFT Analytics Group ขอแนะนำ Freddy Copilot จาก Freshworks ซึ่งได้รับการออกแบบมาเพื่อมอบความช่วยเหลือให้กับทีม Customer service ซึ่งขับเคลื่อนโดย Generative AI เพื่อยกระดับประสิทธิภาพการทำงาน ปรับปรุงคุณภาพการบริการ และสร้างการเปลี่ยนแปลงผลลัพธ์ทางธุรกิจ

3 เหตุผลที่ทำไมคุณถึงต้องเลือก Freddy Copilot

1. ปลดล็อกประสิทธิภาพของทีมดูแลลูกค้า (Unlock agent productivity)


เพิ่มประสิทธิภาพการทำงานของทีม Customer service ด้วยตัวช่วยการสร้างเนื้อหาต่าง ๆ ที่รวดเร็วยิ่งขึ้น การให้คำแนะนำแบบเรียลไทม์ และการพัฒนาบทความโซลูชันที่มีประสิทธิภาพให้แก่ลูกค้า

ฟีเจอร์สำคัญ

  • Article Generator
    สร้างบทความพื้นฐานความรู้ที่เป็นมาตรฐานและคำถามที่พบบ่อย (FAQs)ได้อย่างรวดเร็วด้วยการแจ้งข้อมูลเพียงไม่กี่ขั้นตอน
  • Auto-complete
    เติมเต็มประโยคที่กำลังพิมพ์ให้กับผู้ใช้งานแบบอัตโนมัติ ช่วยประหยัดเวลาและตอบคำถามของลูกค้าได้รวดเร็วยิ่งขึ้น
  • Summarizer
    สร้างสรุปการสนทนาในตั๋วคำร้องนั้น ๆ ระหว่างลูกค้าและทีมดูแลลูกค้าแบบอัตโนมัติ
  • Article Suggester
    คำแนะนำบทความโซลูชันต่าง ๆ ด้วย Gen AI เพื่อช่วยประหยัดเวลาตัวแทนจากการค้นหาบทความด้วยตนเอง

Summarizer

2. ยกระดับคุณภาพการสื่อสารและโต้ตอบลูกค้า (Elevate response quality)


Freddy AI ช่วยสนับสนุนการตอบกลับลูกค้าที่รวดเร็วและคุณภาพสูงขึ้น ด้วยการเสนอคำแนะนำที่เป็นมาตรฐาน จะช่วยลดข้อผิดพลาด รวมถึงทำหน้าที่เป็นโค้ชสำหรับทีม Customer service ของคุณ

ฟีเจอร์สำคัญ

  • Rephrase
    แทนที่ภาษาที่ไม่เป็นทางการด้วยทางเลือกต่าง ๆ ที่ทำให้ประโยคดูเป็นทางการมากขึ้น
  • Tone Enhancer
    ปรับโทนเสียงการตอบกลับของผู้ใช้งาน ให้ตรงกับความต้องการของลูกค้าแต่ละราย
  • Proactive Quality Coach
    มีระบบฝึกสอนทีมดูแลลูกค้าแบบเรียลไทม์เพื่อปรับปรุงความสามารถในการสื่อสารกับลูกค้า
  • Post Resolution Coach
    ประเมินประสิทธิภาพของทีมและประสิทธิผลโดยรวมของดูแลลูกค้า เพื่อช่วยกำหนดเป้าหมายในการปรับปรุงการให้บริการ

Post Resolution Quality Coach

3. ปรับปรุงการทำงานให้มีความคล่องตัวมากขึ้น (Streamline admin responsibilities)


ส่งเสริมให้ผู้ดูแลระบบ (Admin) ‘ทำสิ่งต่าง ๆ ให้เสร็จสิ้น’ อย่างง่ายดาย ด้วยอินเทอร์เฟซที่อิงตามการแจ้งเตือนของ Freddy เพียงให้ Freddy สร้างแชทบอท จัดการตัวแทน สร้างกลุ่มใหม่ และอื่น ๆ อีกมากมาย

ฟีเจอร์สำคัญ

  • Prompt-based Admin Management
    ดำเนินงานการจัดการตัวแทน เช่น การเพิ่มตัวแทนใหม่และสร้างกลุ่มใหม่ โดยการสั่งงานด้วยภาษาธรรมชาติ
  • Prompt-based Operations Management
    ดำเนินงานการจัดการการดำเนินงาน เช่น การกำหนดค่าเวลาทำการและการกำหนดนโยบาย SLA ผ่านการแจ้งด้วยภาษาธรรมชาติ

สิ่งที่จะเกิดขึ้นหลังจากใช้ Freddy Copilot

  1. เพิ่มความรวดเร็วในทำงาน
  2. ปรับปรุงคุณภาพการให้บริการลูกค้า
  3. เพิ่มคะแนนความพึงพอใจของลูกค้า (Customer Satisfaction Score (CSAT)) ให้สูงขึ้นด้วยการสนับสนุนลูกค้าให้เหมาะสมตามแบบเฉพาะบุคคล

ที่มา Freddy Copilot powered by GenAI

รู้หรือไม่?

  • บริษัทผลิตกระเป๋าเดินทาง Luxury อย่าง Monos สามารถเพิ่มยอดขายมากขึ้นถึง 300% ต่อปี และจัดการอีเมลมากกว่า 3,000 อีเมล และแชทมากกว่า 600 แชทต่อวันแบบอัตโนมัติ ด้วยทีมบริการลูกค้าเพียง 31 คนต่อวันจากการใช้ Freddy Copilot
  • Dunzo สามารถลดค่าใช้จ่ายส่วน Customer serviceได้ถึง 30% และจัดการคำร้องแบบอัตโนมัติกว่า 48% ด้วย Freshworks โดยไม่ต้องใช้พนักงานในการจัดการ

หากท่านต้องการทราบข้อมูลเพิ่มเติมเกี่ยวกับ Freddy Copilot และ Freshworks สามารถติดต่อขอคำปรึกษาจากทีมงานของ SIFT Analytics Group ได้เลยตอนนี้ เพื่อก้าวไปสู่ Customer Service ยุค Gen AI และยกระดับการบริการลูกค้าให้เหนือกว่าคู่แข่งในตลาดไปด้วยกัน

 

ที่มาของเนื้อหา: Freddy Copilot powered by GenAI

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ก้าวทันอนาคตของธุรกิจอย่างชาญฉลาดยิ่งขึ้นด้วย SIFT Analytics ผู้ให้บริการการวิเคราะห์ข้อมูลซึ่งขับเคลื่อนโดยโซลูชันซอฟต์แวร์แบบครบวงจรและถูกพัฒนาด้วยระบบอัฉริยะเชิงรุก (Active intelligence) ที่ล้ำสมัย เรามุ่งมั่นที่จะมอบข้อมูลเชิงลึกที่ชัดเจนและนำไปใช้ได้ทันทีสำหรับองค์กรของคุณ

 

เรามีสำนักงานใหญ่ในสิงคโปร์ตั้งแต่ปี 1999 และมีลูกค้าองค์กรมากกว่า 500 รายในภูมิภาค SIFT Analytics เป็นพันธมิตรที่เชื่อถือได้ของคุณในการนำเสนอโซลูชันระดับองค์กรที่เชื่อถือได้ จับคู่กับเทคโนโลยีที่ดีที่สุดตลอดเส้นทางการวิเคราะห์ธุรกิจของคุณ เราจะเดินทางร่วมกับทีมงานที่มีประสบการณ์ของเรา ร่วมกับคุณเพื่อบูรณาการและควบคุมข้อมูลของคุณ เพื่อคาดการณ์ผลลัพธ์ในอนาคตและเพิ่มประสิทธิภาพการตัดสินใจ และเพื่อให้บรรลุประสิทธิภาพและนวัตกรรมรุ่นต่อไป

เผยแพร่โดย SIFT Analytics – SIFT Thailand Marketing Team

Employee Experience Is the Key to Better Customer Experience

Imagine what happens when someone who is passionate about their work and your company frequently runs into issues with their hardware or software. It leads to a bad experience and they eventually lose interest in their work and your organization. This results in poor employee experience that leads to higher attrition rates and occasionally a poor customer experience.

 

The success of an organization is not just dependent on the product or service they sell but is also based on the people who are part of it. Processes that stand in their way or slows them down hurts the employee experience.

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    Chăm Sóc Khách Hàng

    Chiến Lược Vững Chắc Đem Lại Sự Hài Lòng và Tin Tưởng

    Chăm sóc khách hàng hiện đại được xem là trụ cột của thành công kinh doanh. Trong thời đại số hóa, việc xây dựng mối quan hệ chặt chẽ với khách hàng đòi hỏi phải có chiến lược và linh hoạt. Dưới đây là một số chiến lược chăm sóc khách hàng có thể giúp doanh nghiệp tăng cường tương tác và duy trì sự hài lòng của khách hàng.

    1. Hiểu Rõ Khách Hàng hơn với Freshworks:

    Bước đầu tiên là hiểu rõ khách hàng của bạn. Phân tích dữ liệu để nắm bắt xu hướng, nhu cầu, và mong muốn của họ. Điều này giúp cá nhân hóa dịch vụ và tạo ra trải nghiệm tối ưu.

     

    2. Freshworks Cung Cấp Dịch Vụ 24/7:

    Thế giới hiện đại đòi hỏi sự linh hoạt trong thời gian phục vụ. Một hệ thống chăm sóc khách hàng hoạt động 24/7 qua các kênh trực tuyến giúp giải quyết vấn đề và đáp ứng yêu cầu ngay lập tức.

     

    3. Sử Dụng Freshchat và Freddy AI để hỗ trợ khách hàng:

    Chatbot và Freddy AI là những công cụ mạnh mẽ giúp tự động hóa quy trình hỗ trợ và cung cấp thông tin nhanh chóng. Điều này giúp giảm thời gian chờ đợi và tăng cường trải nghiệm khách hàng. Và

     

    4. Tạo Cộng Đồng Trực Tuyến:

    Xây dựng một cộng đồng trực tuyến giúp khách hàng chia sẻ kinh nghiệm, ý kiến, và giúp đỡ lẫn nhau. Điều này không chỉ tạo ra một không gian tương tác mà còn củng cố lòng trung thành của khách hàng.

     

    5. Phản Hồi Liên Tục:

    Hãy chú ý đến phản hồi từ khách hàng. Sử dụng các công cụ đánh giá và khảo sát để đo lường sự hài lòng của họ và liên tục cải thiện dịch vụ dựa trên phản hồi đó.

    SIFT_Analytics_Freshworks

    6. Hỗ Trợ Đa Kênh cùng Freshdesk:

    Tích hợp các kênh liên lạc như email, điện thoại, trực tuyến, và mạng xã hội để khách hàng có nhiều cơ hội để kết nối. Điều này tạo ra sự thuận tiện và tăng khả năng tiếp cận.

     

    7. Giải Quyết Vấn Đề Hiệu Quả cùng Freshsales:

    Hệ thống giải quyết vấn đề nhanh chóng và hiệu quả giúp tăng cường niềm tin của khách hàng. Chăm sóc khách hàng tốt không chỉ là việc giải quyết vấn đề mà còn là cách chúng ta giải quyết chúng.

     

    8. Tạo Nội Dung Giáo Dục với Fresh Service:

    Cung cấp thông tin giáo dục giúp khách hàng hiểu rõ hơn về sản phẩm và dịch vụ của bạn. Blog, video hướng dẫn, và tài liệu hỗ trợ đều là cách tuyệt vời để chia sẻ kiến thức.

     

    Chăm sóc khách hàng không chỉ là quá trình tạo ra giao dịch, mà còn là việc xây dựng mối quan hệ lâu dài. Bằng cách triển khai những chiến lược này, doanh nghiệp có thể xây dựng một cộng đồng trung thành và phát triển bền vững trong thị trường ngày nay.

    Cá nhân hóa dịch vụ trong trải nghiệm khách hàng với Chatbot

    Kinh doanh số đang ngày càng phổ biến và trở nên thông dụng. Thế nên, việc hiểu hơn về CÁ NHÂN HÓA khách hàng sẽ là chìa khoá để có được sự hài lòng của người tiêu dùng số… “Chatbot – cá nhân hoá dịch vụ” của Freshworks Customer Service Suite là trợ thủ đắc lực, sẽ xây dựng một tầm nhìn 360 độ về khách hàng đồng thời giúp tối ưu hóa trải nghiệm của họ.

    Cá nhân hóa trải nghiệm khách hàng với Freshworks Customer Service Suite

    Thông tin khách hàng sẽ được tổng hợp trên cùng một nền tảng.

    Tầm quan trọng của cá nhân hóa trong việc cung cấp trải nghiệm khách hàng tốt nhất đến quy mô phát triển của doanh nghiệp

    • Duy trì cái nhìn thống nhất về khách hàng từ lịch sử tương tác trên nhiều kênh là chìa khóa để cá nhân hoá hiệu quả. Chuyển giao các dịch vụ cá nhân hóa dành riêng cho từng khách hàng để họ không cảm thấy nhàm chán.

    • Việc nhận diện và ưu tiên phục vụ thân chủ quan trọng mang lại lợi ích lớn cho doanh nghiệp. Chuyển giao dịch vụ cá nhân hóa cho từng khách hàng giúp tạo ra trải nghiệm độc đáo và hấp dẫn.

    • Tận dụng bối cảnh thông tin khách hàng giúp giảm thời gian giải quyết vấn đề và cải thiện hiệu suất làm việc của nhân viên. Trong bối cảnh này, việc sử dụng chatbot trở thành một công cụ quan trọng, giúp tối ưu hóa quy trình làm việc và cung cấp dịch vụ cá nhân hóa nhanh chóng.

    Cá nhân hoá dịch vụ cho khách hàng không cần nhiều nguồn lực

    Nhân viên chỉ cần dựa vào thông tin đã được tích hợp để trả lời khách hàng, giúp tiết kiệm thời gian.

    Nói tóm lại, Chatbot sẽ cung cấp câu trả lời được cá nhân hóa cho mỗi yêu cầu của khách hàng. Bot có thể nhận biết được yêu cầu của khách hàng và chuyển hướng đến nhân viên hỗ trợ một cách nhanh chóng.

     
    Đối với sự tiện lợi và hiệu suất, việc sử dụng Chatbot sẽ tối ưu hoá các quy trình làm việc và cung cấp dịch vụ cho khách hàng. Cá nhân hoá sẽ giúp Doanh nghiệp tăng độ trải nghiệm của khách hàng, và dễ dàng có được sự tin yeu của khách.

    Giải Pháp Phục Vụ Khách Hàng 24/7

    Freshchat - Giới Thiệu

    Freshchat không chỉ là một ứng dụng trò chuyện trực tuyến thông thường. Điều mà nó mang lại cho doanh nghiệp là một hệ thống toàn diện để tương tác với khách hàng bất kỳ lúc nào, 24/7/365 và bất kỳ nền tảng nào. Dựa trên công nghệ tiên tiến, Freshchat giúp bạn duy trì sự kết nối liền mạch với khách hàng mà không tốn nhiều thời gian hay nhân lực.

    Tính năng chính của Freshchat:

    1. Messaging Channels

    Tương tác với khách hàng mọi lúc mọi nơi, trên mọi nền tảng như: Facebook, Whátsapp, Apple Business Chat…

    Phục vụ khách hàng liên tục bằng cách cung cấp khả năng trò chuyện 24/7

    Các nền tảng tương tác với khách hàng được tích hợp trong một nền tảng

    2. Chatbots

    Sử dụng trí tuệ nhân tạo, Freshchat có khả năng triển khai chatbot thông minh, giúp trả lời các câu hỏi cơ bản một cách nhanh chóng. Điều này giúp giảm gánh nặng cho đội ngũ hỗ trợ và đảm bảo rằng khách hàng nhận được hỗ trợ ngay lập tức.

    Chatbot phục vụ khách hàng 24/7.

    Trả Lời Nhanh Chóng với Chatbot Thông Minh của Freshchat.

    3. Proactive Campaign

    Freshchat không chỉ là nơi để chăm sóc khách hàng, mà còn là nơi lưu trữ thông tin quan trọng về họ. Điều này giúp doanh nghiệp tạo ra chiến lược phục vụ khách hàng cá nhân hóa và nâng cao sự hiểu biết về họ.

    Cập nhật thông tin liên tục để phục vụ khách hàng 24/7

    Các chiến dịch mới của doanh nghiệp sẽ được gửi đến khách hàng một cách cá nhân hoá dựa vào thông tin của họ.

    Với Freshchat, việc phục vụ khách hàng 24/7 không còn là một thách thức. Thay vào đó, đó là một cơ hội để tạo ra sự kết nối mạnh mẽ với khách hàng và xây dựng một thương hiệu có ảnh hưởng.

     

    Đừng để doanh nghiệp của bạn bị gián đoạn vì thiếu sự kết nối liền mạch – Freshchat là chìa khóa để mở cánh cửa của bạn.

     

    Hãy trải nghiệm ngay hôm nay!

    Freddy AI: Chatbot mới giúp Doanh Nghiệp Tương Tác Hiệu Quả

    Doanh nghiệp đang tìm kiếm những công nghệ tương tác mạnh mẽ để tối ưu hóa trải nghiệm khách hàng? Freddy AI, chatbot tiên tiến của Freshworks, là giải pháp đáp ứng mọi mong muốn này.

    Freddy AI tích hợp chatbot cho tất cả trong một

    Chuyển biến trải nghiệm của nhân viên bằng công nghệ Freddy AI

    Freddy AI: Đối tác đắc lực của doanh nghiệp

    1. Tương Tác Tự Nhiên

    Freddy AI không chỉ trả lời câu hỏi, mà còn tương tác một cách tự nhiên, giúp khách hàng cảm thấy như đang trò chuyện với một đối tác thực sự.

    2. Tối Ưu Hóa Quy trình làm việc

    Với khả năng học máy, Freddy AI nhanh chóng hiểu biết quy trình làm việc của doanh nghiệp, giúp tối ưu hóa quá trình tương tác và giảm thời gian phản hồi.

    3. Dễ Dàng Tích Hợp

    Không cần kiến thức chuyên sâu về lập trình. Freddy AI tích hợp dễ dàng vào các hệ thống hiện tại, giảm thiểu bất kỳ sự phiền toái nào cho đội ngũ IT.

    4. Phân Tích Dữ Liệu Thông Minh

    Không chỉ giúp tương tác, Freddy AI còn có khả năng phân tích dữ liệu, cung cấp thông tin quý báu để doanh nghiệp đưa ra quyết định chiến lược.

    Tại sao Chatbot luôn là chìa khóa thành công?

    Tiết kiệm chi phí

    Với chatbot như Freddy AI, doanh nghiệp giảm thiểu chi phí tuyển dụng và đào tạo nhân sự mới cho việc tương tác khách hàng.

    24/7 tương tác

    Chatbot hoạt động liên tục, cung cấp tương tác 24/7 mà không cần nghỉ ngơi, tăng khả năng phục vụ khách hàng.

    Tăng hiệu suất

    Nhờ tính tự động hóa, doanh nghiệp tăng hiệu suất làm việc và tập trung vào những nhiệm vụ quan trọng hơn.

    Tăng tính linh hoạt

    Freddy AI có khả năng đồng thời xử lý hàng nghìn cuộc trò chuyện, tăng tính linh hoạt trong quá trình tương tác.

    Nếu bạn đang tìm kiếm một giải pháp chatbot mạnh mẽ, không nên bỏ qua Freddy AI. Đặt chân vào tương lai của tương tác khách hàng với công nghệ tiên tiến này.