Bots on the rise: What chatbots can do for your support team

The future of bots in the workplace is already here. With evolving technology, it's important for your team to have easy access to information for collaboration. Bots now play an integral part in providing seamless workflow at the workplace.

In this blog, we’ll focus on the key areas of task automation and improved workplace collaboration in the context of chatbots and slash commands.

The way forward!

Chatbots automate routines, integrate tasks, and make way for simplified, seamless workflow.

Conversational chatbots that automate and integrate tasks into a simplified, seamless workflow are the way forward. However, there’s nothing more disconcerting than a chatbot that operates poorly and fails to process your requests. The key is to automate the mechanical or routine aspects of your workflow with a bot.

It’s Still All About People

Leverage contextual collaboration with Cliq chatbots and reduce the hassle and time you spend explaining the ticket details to the relevant department members.

Chatbots can help alleviate the burden of immediate response and frequently asked questions for the customer support teams, Say there is a new team member who would like to know how to create a ticket or check its status. We have bots in place to provide step-by-step instructions about how to set up an integration and map channels in your internal communication tools to receive instant updates on your tickets.

By optimizing your support team’s workflow and aiding contextual collaboration, chatbots make it easier for support teams to collaborate with the rest of your organization.

The Future of Work

Although it may sound like a cliché, we see the future of work as task automation and interconnected business processes. When bots can automate routine aspects of your workflow, you’re free to focus more on complex tasks.

At Zoho Cliq, we’ve been quick to adapt to the changing nature of work processes and communications to help you collaborate in real-time and fetch data from third-party applications and more—all from your Cliq window.

Here's a brief overview of some of Cliq's chatbots and slash commands that help ease internal communication in your workplace.

Zoho Desk Integration with Cliq

Install the Zoho Desk integration for Zoho Cliq

@Deskbot in Cliq helps you update, track, and pull ticket information from the comfort of your Cliq window.

@Deskbot in Zoho Cliq is designed to meet the needs of your support team and help them function with ease. Sync a channel in Cliq with a department in Zoho Desk to stream automated alerts on new customer requests, request updates, comments, and get scheduled notifications about tickets pending resolution.

The @Deskbot posts a daily digest of all ticket statuses, top performers, and happiness ratings of the customers in the channel you map. The happiness ratings and top performer statistics are a great way to recognize customer support team members and to keep them motivated

With @Deskbot, your support agents can assign urgent or pending tickets to relevant support agents simply by mentioning them in the chat. They can also share details on a specific request by entering the request ID or email address of the customer. Deskbot in Cliq keeps you posted on ticket status updates, deadlines, and comments

The desk Integration has handy slash commands to retrieve relevant data efficiently. Use the "/deskstatus" command in the chat to get your current day's ticket statuses. Enter "/pendingticket" to check your pending tickets. Instantly access your three most recent tickets assigned to you with “/ticket” command and access ticket information based on ticket ID using "/ticket [ticketID]."

Cliq Integration With Zendesk

Install Zendesk for Zoho Cliq

Get instant notifications and keep your team up to date on ticket statuses with Zendesk.

With Cliq’s adaptive platform, you can integrate your chat with a variety of third-party applications using their open APIs. You can also manage support ops within your chat and collaborate with other teams. Using Cliq’s integration with support ticket system Zendesk, you can view ticket information within your chat and stay notified about ticket status. View the details of a particular ticket with the slash command “/zendesk”.

Forget switching between tabs. Use the slash command “/zdpendingtickets” to view all pending ticket information in your chat window. Share them with colleagues on your IT support channel so that pending tickets are handled promptly. You can view all open tickets using the “/zdopentickets” command and the “/zdmyopentickets” to view a particular user’s open tickets.

PagerDuty incident management in chat with

Install PagerDuty for Zoho Cliq

Integrate PagerDuty with Cliq and get instant updates about incidents to acknowledge and resolve them directly from chats!

PagerDuty is an incident management software that helps organizations keep track of incident requests, customer queries, and simplifies incident management. The PagerDuty bot assists you with instructions to setting up the integration, mapping channel and further provides instant notifications about the incidents via the channel you map in Cliq. This centralized incident notification system allows you to quickly acknowledge, resolve, and respond to requests. You can perform actions such as converting a message into incident and resolving an incident via your Cliq window itself. The PagerDuty integration also allows you to directly engage with the DRI for each incident to resolve issues quickly. Learn more about the PagerDuty Integration in Cliq here.

These bots and commands aim to improve your support team’s communications and bring ticket status and developments into your chat. Simplify and streamline your workflows by making your chat space more productive and collaborative.

When support team collaboration tools and bot operations are built to facilitate rather than disrupt, your brand will offer a richer customer experience. While bots handle simpler tasks, you can escalate more complex tasks to humans. This communication model is scalable, opening up pathways for further bot-human dialogue. However, it’s safe to say that bots won’t replace humans in the foreseeable future. For now, they're just here to help us.


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