I’m always with you, day and night,Your every move, I’m in your sight.I’m not a stalker, not a spy,But without me, your brand could die.Who am I? Answer: Customer! If you’re involved in any business, you’re in the realm of human interactions. The key to success lies in having the right conversations. Crafting precise messages and delivering ideal, timely responses is crucial, but real-time execution often requires additional support. Some may argue, “ChatGPT can address our customers’ queries with the right prompts.” ChatGPT is many things, but it’s important to acknowledge that it’s not human. As a member of the customer success team, you encounter the following challenges: Knowledge erosion due to the high turnover rate within the customer success team. Lack of consistency and personalisation stemming from this high turnover. Absence of data decentralisation. Lengthy response times. Occasional inaccuracies or grammatical errors in customer conversations. So, can it ensure your customers’ happiness? Not really. For these complex challenges, you require a solution that goes beyond ChatGPT. Enter Response Genie, which seamlessly integrates automation with a human touch, resulting in more natural and efficient customer support – far from the robotic interactions of the past. What is Response Genie? ChatGPT does not know about your brand or your customer base. Consequently, extracting relevant answers quickly can prove challenging, rendering prompts ineffective in such scenarios. This is precisely where Response Genie distinguishes itself. It acts as the vital link to bridge the gap between your brand knowledge and ChatGPT, facilitating the delivery of contextually relevant responses to your customers. How does it accomplish this? Through its utilisation of the Knowledge Base. Within the Locobuzz platform, users can input brand-specific information, guidelines, and frequently asked questions (FAQs) into a designated section called the Knowledge Base. This capability empowers Response Genie to formulate or refine responses that are not only aligned with the customer’s needs but also reflect the unique characteristics of your brand. For instance, if a customer wants to inquire about a refund, here’s how Response Genie can help. Customer Query: How do I check the status of my refund?Response Genie (post sifting through the Knowledge Base): To check your refund status, click on “My Profile”, scroll down to “My Orders”, and click on it. You will be directed to a new page with information regarding your order. Look for “Refunds” and click on it to check the status. Response Genie takes cues from customer queries and utilises them as prompts to curate pertinent responses, enhancing the personalisation and effectiveness of GPT-powered answers in addressing customer inquiries. This streamlines the resolution process and optimises time and resources, which can then be allocated to other critical cases. In a similar case, one of our clients, a leader in the digital industry, has high customer queries that need immediate resolution. The sheer volume of these tickets adds a lot of pressure on the existing customer success team, and they require the power of automation to sail through.Customer support agents can generate more effective and efficient responses by leveraging our GPT-powered Response Genie (backed by a solid knowledge base). The result? Productivity surged by an impressive 40%, thanks to swifter and more accurate responses. Customer engagement rates saw a remarkable 20% boost, as clients received responses that were not only more relevant but also highly valuable, subsequently driving increased app usage and transactions. Exciting news! We’ve joined forces with Microsoft Azure and OpenAI to shape the future of Customer Experience. Learn more here. Why should you use Response Genie? Response Genie offers a comprehensive solution for improving your customer support processes. This makes it an invaluable tool for enhancing your customer support operations, and here’s why you should consider Response Genie. Standardisation Response Genie ensures that all customer interactions adhere to the predefined brand standards and guidelines. By referring to the Knowledge Base, it can generate responses that maintain a consistent tone, style, and messaging, which is crucial for building a solid and uniform brand identity across all customer touchpoints. Personalisation While maintaining standardisation, Response Genie also understands the vision and tone of your brand. This means it can craft responses that feel personalised to each customer. It goes beyond generic replies and tailors messages to individual queries, creating a more engaging and customer-centric experience. Multilingual Capabilities In our globalised world, communicating with customers in their preferred language is essential. Response Genie is equipped with multilingual capabilities, enabling it to respond in various languages. This ensures your brand can connect with a diverse customer base, enhancing customer satisfaction and loyalty. Time Efficiency Response Genie is designed to save time and effort for your customer support team. It generates responses quickly and accurately, reducing the need for manual input and extensive training for support agents. This efficiency can significantly improve response times and customer support experience. Create from Scratch or Enhance Whether you want to create responses from scratch or need assistance refining existing content, Response Genie can handle both. This flexibility allows you to adapt to various customer scenarios, whether you must draft a new response for a unique query or refine an existing template. Learn from Past Data One of the most valuable features of Response Genie is its ability to learn from past interactions. It can analyse the effectiveness of responses, considering customer feedback and outcomes. Doing so continuously improves and evolves, ensuring customer support becomes more efficient and effective. Steps to use Response Genie Okay, you’ve read this far, so something tells us that you’re convinced about how awesome Response Genie is. Now, to simplify your life, here are a few quick steps to set it up. P.S. You don’t have to worry about Response Genie adding to your CX team’s work! Step 1: Add brand-related details to Locobuzz and build your knowledge base. You can use FAQs, brand guidelines and others to enrich your data repository. Step 2: Implement this knowledge base in your Response Genie configuration page. Step 3: Response Genie uses this knowledge base to curate responses.