Innovation and Technology

The Right Chatbot Business Case

Published

2 weeks ago

January 6, 2025

How to Build the Right Chatbot Business Case

Just adding a chatbot on your website or mobile app will not reduce customer service calls. Sometimes, I must tell a customer service team that it is not surprising that their well-designed chatbot is not reducing customer service calls. In fact, it’s doubtful that they will ever see the return on the investment they promised their managers.

The Wrong Success Metric

The wacky part is that the bot may be more valuable to the brand than the cost savings that increased customer service automation might have provided. The remaining problem is that, in their business case, they committed to the wrong success metric.

Shifting Channel Mix

There is value in shifting your channel mix. For those who have already deployed chat and are looking to maximize adoption, introduce strategies that encourage your callers to become chatters. This can be as simple as your IVR proactively offering a link to chat to anyone waiting on hold for a voice agent. If you do this, make sure that your digital support is as high-quality as what you offer by phone.

Converting Callers to Chatters

If you do this, you’ve broadened the pool of interactions that can be contained by your new (well-designed) chatbot. Nailing chat is tricky, but successfully converting loyal callers to digital, you’ve broadened the pool of interactions that can be contained by your new (well-designed) chatbot.

Creating the Business Case

To build the right business case, you need to do some analysis on your web or mobile application users via tools such as journey mapping, voice of the customer, confidence-building measures, and customer analytics:

Where (and why) do they get hung up? What are their “pain points”?
What can’t they find on your website or in your mobile app?
Where is the information that the customer needs to move forward?
What questions aren’t you answering throughout the customer journey in your digital touchpoints?

With these insights, you can identify what your potential chatbot will do — e.g., generate more sales, assist with payment, or whatever it may be. It’s possible that your customer support site has problems and that people are calling customer service after failing there, but you need to validate that assumption, not build a business case on it.

Analyzing Voicebot Options

If your domain is customer service and you want to reduce contact center costs, explore an advanced voicebot that automates more calls. A modern voicebot will also reduce agent call durations by ensuring that all calls are escalated to the best available agent with all the pertinent customer information required to solve the customer’s problem quickly.

Omnichannel Considerations

Many brands look to deploy chatbots first, thinking that they are simpler to deploy and a better experience for customers, but if your goal is to reduce customer service calls, put your bot on the phone. Every call that the bot handles is a call that did not need an agent. If you do go down the voicebot path, think about omnichannel for the long run, meaning you should find a vendor that can provide digital as well as voice services.

Conclusion

In conclusion, building the right business case for your chatbot requires a deep understanding of your customers’ needs and pain points. By analyzing your web or mobile application users and identifying the opportunities for your chatbot to provide value, you can create a compelling business case that justifies the investment.

FAQs

What is the wrong success metric for a chatbot?
The wrong success metric is reducing customer service calls. A chatbot may be more valuable to the brand than the cost savings that increased customer service automation might have provided.
How can I shift my channel mix?
Introduce strategies that encourage your callers to become chatters. This can be as simple as your IVR proactively offering a link to chat to anyone waiting on hold for a voice agent.
What is omnichannel?
Omnichannel is the ability to provide consistent customer experiences across all interactions, including digital and voice. This includes finding a vendor that can provide digital as well as voice services.

Innovation and Technology

Building a Thriving Innovation Culture

Published

3 hours ago

January 22, 2025

WORxK Global News Team

Building an Ecosystem for Innovation

Introduction

To ensure their companies stay innovative, leaders need to create an ecosystem that allows winning ideas to consistently emerge. In two decades of strategy consulting and research, the authors have learned that building such an ecosystem requires developing capabilities for exploring new ideas, experimentation, accepting failure, and working with external partners.

Exploring New Ideas

The first step in building an innovative ecosystem is to encourage employees to explore new ideas. This can be achieved by:

* Providing a platform for employees to share their ideas and get feedback from others
* Offering training and development opportunities to help employees develop their creative skills
* Fostering a culture of experimentation and calculated risk-taking

Experimentation

Experimentation is a critical component of an innovative ecosystem. This involves:

* Encouraging employees to try new things and learn from both successes and failures
* Creating a culture that values experimentation and learning from failure
* Providing resources and support to help employees experiment and innovate

Accepting Failure

Accepting failure is an important part of the innovation process. It allows companies to learn from their mistakes and improve their approach. To accept failure, companies must:

* Encourage a culture of experimentation and calculated risk-taking
* Provide resources and support to help employees learn from their mistakes
* Celebrate the lessons learned from failure and use them to improve the innovation process

Working with External Partners

Working with external partners is another important aspect of building an innovative ecosystem. This can include:

* Collaborating with other companies, startups, and research institutions to access new knowledge and expertise
* Partnering with suppliers and customers to co-create products and services
* Engaging with the broader community to stay up-to-date with the latest trends and innovations

Conclusion

Building an ecosystem for innovation requires developing capabilities for exploring new ideas, experimentation, accepting failure, and working with external partners. By implementing these strategies, companies can create an environment that fosters innovation and allows winning ideas to consistently emerge.

FAQs

Q: What is the most important aspect of building an innovative ecosystem?
A: Encouraging employees to explore new ideas and experiment with new concepts is key to building an innovative ecosystem.

Q: How can companies accept failure in the innovation process?
A: Companies can accept failure by encouraging a culture of experimentation and calculated risk-taking, providing resources and support to help employees learn from their mistakes, and celebrating the lessons learned from failure.

Q: Why is working with external partners important in building an innovative ecosystem?
A: Working with external partners provides access to new knowledge and expertise, allows for co-creation of products and services, and helps stay up-to-date with the latest trends and innovations.

Innovation and Technology

Staying Connected: The Top Communication Tools for Hybrid and Remote Teams

Published

7 hours ago

January 22, 2025

WORxK Global News Team

Staying Connected: The Top Communication Tools for Hybrid and Remote Teams

In today’s fast-paced and constantly changing work landscape, staying connected with your team is more crucial than ever, especially for hybrid and remote teams. With the rise of flexible work arrangements and virtual collaboration, communication tools have become an essential component of success. In this article, we’ll explore the top communication tools that can help hybrid and remote teams stay connected, productive, and successful.

The Importance of Effective Communication

Effective communication is the lifeblood of any team, whether working together in-person or remotely. Without clear and open communication, teams can quickly become disorganized, frustrated, and ultimately, inefficient. In hybrid and remote teams, communication tools are essential for ensuring that all team members are on the same page, can access important information, and can collaborate seamlessly.

The Top Communication Tools for Hybrid and Remote Teams

### Video Conferencing Tools

* Zoom: A popular video conferencing platform that allows teams to hold virtual meetings and collaborate in real-time.
* Google Meet: A simple and easy-to-use video conferencing platform that integrates with Google Calendar.
* Microsoft Teams: A communication and collaboration platform that includes video conferencing capabilities.

### Instant Messaging Apps

* Slack: A popular instant messaging app that allows teams to communicate in real-time, share files, and collaborate on projects.
* Microsoft Teams: In addition to its video conferencing capabilities, Microsoft Teams also offers instant messaging and file-sharing features.
* Discord: A communication platform that’s popular among gamers, but also suitable for business use, with features such as voice and video chat, screen sharing, and file sharing.

### File Sharing and Storage

* Dropbox: A popular cloud storage service that allows teams to share and access files from anywhere.
* Google Drive: A cloud storage service that allows teams to store and share files, and integrates with Google Workspace apps.
* Microsoft OneDrive: A cloud storage service that allows teams to store and share files, and integrates with Microsoft 365 apps.

### Project Management Tools

* Trello: A visual project management tool that uses boards, lists, and cards to track and manage tasks and projects.
* Asana: A task and project management tool that allows teams to create and assign tasks, track progress, and collaborate.
* Basecamp: A comprehensive project management tool that includes features such as scheduling, time tracking, and file sharing.

### Virtual Event Platforms

* Hopin: A virtual event platform that allows teams to host webinars, conferences, and meetups with up to 10,000 attendees.
* Demio: A virtual event platform that offers features such as webinar hosting, attendee tracking, and analytics.
* BigMarker: A virtual event platform that allows teams to host webinars, conferences, and meetups with up to 10,000 attendees.

### Virtual Whiteboarding Tools

* Mural: A virtual whiteboarding tool that allows teams to collaborate and brainstorm in real-time.
* Google Jamboard: A digital whiteboard tool that allows teams to collaborate and brainstorm in real-time.
* Microsoft Whiteboard: A digital whiteboard tool that allows teams to collaborate and brainstorm in real-time.

### Communication Analytics Tools

* Mixmax: A communication analytics tool that provides insights on email engagement, meeting effectiveness, and more.
* Chartbeat: A communication analytics tool that provides insights on team activity, communication patterns, and more.
* Zoom Analytics: A communication analytics tool that provides insights on meeting activity, attendee engagement, and more.

Conclusion

Effective communication is essential for the success of any team, regardless of whether they’re working together in-person or remotely. The tools listed above are just a few examples of the many options available to help hybrid and remote teams stay connected and productive. By choosing the right communication tools, teams can improve collaboration, reduce misunderstandings, and achieve their goals. Whether you’re just starting to transition to hybrid or remote work, or are looking to enhance your existing team’s communication skills, these tools can help.

FAQs

**Q: What is the most popular communication tool for remote teams?**

A: The most popular communication tool for remote teams is Zoom.

**Q: What are the benefits of using a project management tool?**

A: The benefits of using a project management tool include improved organization, increased productivity, and enhanced collaboration.

**Q: Can I use a video conferencing tool for personal or professional use?**

A: Yes, most video conferencing tools can be used for both personal and professional use.

**Q: How can I determine which communication tool is best for my team?**

A: You can determine which communication tool is best for your team by considering factors such as team size, communication needs, and technology infrastructure.

Innovation and Technology

Record-Breaking DDoS Cyberattack

Published

10 hours ago

January 22, 2025

WORxK Global News Team

Cloudflare Mitigates Largest DDoS Attack on Record

Cloudflare has mitigated the biggest distributed denial of service (DDoS) attack on record, according to a new report. The DDoS attack, which hit an East Asia-based telecoms firm last year, reached 5.6 terabits per second (Tbps) and lasted for 80 seconds. It was comprised of a botnet of 13,000 devices taken over by the Mirai malware, according to Cloudflare’s blog.

DDoS Attacks — Growing In Number And Getting Faster

DDoS attacks are increasingly common. Last year, Microsoft confirmed that an Azure outage on July 30 lasting nearly 10 hours was triggered by a distributed denial of service cyberattack. Overall, Cloudflare blocked around 21.3 million DDoS attacks in 2024, a 53% increase on 2023. The number of DDoS attacks exceeding 1 Tbps grew 1,885% in Q4 from Q3.

Ransom DDoS Is On The Rise

In the final quarter of 2024, Cloudflare observed a surge in Ransom DDoS attacks, where adversaries try to extort money by threatening to take down their targets’ web properties or networks. China maintained its position as the most attacked country.

Conclusion

As DDoS attacks surge, causing outages and worse, it’s important to get the cybersecurity basics right. Understand your service, the risks associated with losing access to it, and ensure you are as resilient as possible to avoid being hit in the first place.

Frequently Asked Questions

What is a DDoS attack?
- A DDoS attack is a type of cyberattack where a website or service is flooded with traffic, making it unusable.
What is Mirai malware?
- Mirai is a type of malware that takes control of devices, such as IoT devices, to launch DDoS attacks.
How does Cloudflare mitigate DDoS attacks?
- Cloudflare uses its distributed defense systems to detect and mitigate DDoS attacks autonomously, without human intervention.