By Ed Macosky
You’re trying to get information online or on the phone, and you find yourself trapped in an automated customer service system. Your blood pressure starts to rise because the virtual assistant is not getting you what you need. The process is cumbersome, time-consuming, and unhelpful.
Yeah, we’ve all been there. It doesn’t take long before I’m looking for a way out when that happens. I find myself saying or typing, “Connect with a human!”
Thankfully, automated systems are evolving. Today’s chatbots, infused with a deeper level of artificial intelligence, create a much more intuitive and even humanized experience. If they can’t help provide the answers people need, they’re much better at summoning live humans who come to the rescue.
That’s how Boomi uses chatbot technology to assist our Boomiverse community and set the standard for how we engage customers and help them along their journey with our integration and automation platform. Our product and customer success teams worked together to recently unveil a more advanced chatbot system that streamlines self-service help, case submissions, and engineering support.
Bottom line? You get what you need – faster.
We take great pride in our laser focus on customer service. We have an extremely high customer retention rate and customer satisfaction score — both close to 100%. That doesn’t happen by accident. We make it easy to reach us with different levels of support so that we can help remove roadblocks in your mission to create a more connected organization.
The Boomiverse is a shining example of that philosophy. The guiding principle is bringing together more than 100,000 like-minded professionals who can learn from each other and help answer questions. After all, everyone today is trying to solve similar problems around integration and automation. The Boomiverse is an excellent resource for on-demand training, how-to articles, and best practices. But when self-service isn’t getting you what you need, you can submit cases, call, and chat with us.
We believe the key is giving people different options to connect with us. Perhaps you want to submit a case and come back later. Or maybe, a new-and-improved chatbot pointing you in the right direction is what you need. It’s perfect for customers who don’t necessarily want to talk to someone but want an answer quickly.
It’s exciting because we’ve integrated that directly into the platform to give our community users a tighter, more intelligent experience. Because it’s inside the Boomi platform, we’ve created a cohesive search there so that you can search across our platform, components, and documents.
Matt Krebsbach, our senior manager for the Boomiverse, has a great way of describing how the chatbot fits into our philosophy of problem-solving, tapping into the community’s collective knowledge, and making sure the answers are available to everyone.
“We try to meet users where they are and support every modality they want to engage us with,” Krebsbach said. “The chatbot is an awesome example of this. We allow users to surface their issues to an AI/ML bot. Then, that surfaces content and solutions based on the metadata of all the content across the Boomiverse. If there’s a solution, we connect them to it. When the solution doesn’t exist, that’s OK because we have real humans – our customer support engineers – waiting for the tough problems to help users solve them.”
So, the 24×7 technical cavalry is always ready to come charging over the hill.
It’s yet another customer-centric way to make the platform experience easier, faster, and better. There’s a long list of reasons why Boomi is different from other companies. And providing the best support in the industry is at the top.
Check out our new Boomiverse chatbot for Boomi FAQ, community content, technical support, training and more — automated and at your fingertips.