Zen And The Art Of Using PowerApps For Exceptional Customer Experience

There are several touch points that a customer or prospect goes through when they are inquiring or buying a product or service. These touch points can be with a sales person, technical engineer, financial adviser, retail store employees, field technician, and many others. Through all these touch points with the company’s employees, the customer is expecting to have a smooth, easy and great buying experience. For this to happen, all internal employees need to make sure that they provide the right information at the right time to their customers.

But do our employees have access to the right information, tools, and people to provide good and accurate information to the customer? Many times, it’s not even just about providing information to customers or prospects – our own employees may not be familiar with the process in place, and they themselves may need help in getting their questions answered to get comfortable with the process.

“What PowerPoint template should I use for my presentation with the prospect? There are so many!”

“Do we give discounts to not for profits?”

“My prospect is asking for a demo this week. How do i get technical sales involved?”

“Is there a document I can read to get familiar with our sales process?”

These are some questions that typically come up in a selling process. Note that these questions need answers from a subject matter expert internal to our company. Also, know that answers to these questions are ultimately relayed to the customer. What does that mean? A timely response to your own employee’s questions result in 1) your customer getting the right information in a timely manner, and 2) at least providing a satisfactory, if not exceptional customer experience.

Our employees, who accompany our customers in their customer journey, always have such questions. How do we make sure that they are empowered in every step of the customer journey? How do we make sure that they have access to the right information at their fingertips?

PowerApps + Chat bots

Let’s first talk about chat bots real quick and debunk some preconceived notions about them. Whenever i talk to people about chat bots, I realize that they automatically and immediately associate it with customer service – picture a customer wanting an update on their delivery status. They go to a website, start a chat, ask a question about  their delivery status, and boom! They immediately get a response back that was powered by a bot. It’s great that customer service for end consumers is the first thing that comes to people’s minds, however, chat bots can be used in several many scenarios besides just tier 1 customer service.

Let’s revisit one of the questions we posted above: “What PowerPoint template should I use for my presentation?”

An innocuous question asked by a sales person. Can we not have a bot answer that question for them?

Yes. Of course we can. Not just this, but many other process, product or service related questions.

What this means is that your employees are not emailing, texting or calling each other or their bosses to find the right information. In times of needs, a beloved bot can be at their service and help them out immediately!

A Financial Planner goes to an investor, institution or partner meeting and pulls up production-sales data on their mobile device. Can the Financial Planner ask the bot for recommendations  on next best action, product or investment approach?

Yes. Of course they can, and a bot will provide them with responses and guide them through the process.

A consumer walks into a retail store. If they want to know where the slim fit jeans are or where the new fall collection is, can they just walk up to a kiosk and ask these questions?

Yes. Of course they can.

The scenarios, people involved, and circumstances may be different, but a bot can instantly provide the right information with the right context.

So, how do i create a chat bot?

There are various ways you can create a chat bot. What we are talking about here is a very specific bot from QnA Maker.ai. Why are we talking about Qna Maker? Two reasons:

  1. It is a no code solution. Yes, you read that right – it does not require any coding.
  2. It can be surfaced easily in PowerApps through an out of the box connector

QnA Maker is perhaps one of the easiest chatbots out there. All you do is go to QnA Maker.ai, sign in with your microsoft account, and head to “Create a knowledge base”. The page walks you through some very quick and easy steps, and before you know it, your bot is ready!

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Once your QnA Maker chat bot is ready, you can use the QnA Maker connector in PowerApps to surface your bot in your app. Now, anyone, either on their phone, tablet or computer can access this bot to get answers to their questions!

In PowerApps, using the QnA Maker connector, we can surface this bot in our app so that anyone can access this knowledge base at any time, and get prompt responses.

Note: I will write another post with instructions on creating a Qna Maker bot and surfacing it in PowerApps. It is super easy though, and if you don’t want to wait for my post, head to QnAMaker.ai and try it out for yourself!

What is the experience like? See it for yourself.

Sales people, financial planners, field technicians, customers at a store kiosk – everyone has the ability to get their questions answered in a matter of seconds.

Who is it for?

Currently, PowerApps’ licensing does not allow for apps to be exposed to customers, and you must have an Office 365 login to access an app. This means that definitely internal employees can use this bot app to enhance customer experience. In addition, you can also have these apps in a kiosk or computer in a store, office branch or location where anyone (customers) can walk up to it and get answers to their questions. So, even though customers cannot access the app directly on their own devices, you can provide them the ability to “self-serve” at your business’s stores or locations using PoweApps on your devices.

Bringing it all together

Businesses of all sizes have various employees interacting with customers at several stages of their selling process. The goal of any business is not just to close a sale but while doing so, wow their customers and gain their trust for a long lasting relationship. None of this is possible if we don’t provide our own employees with the right knowledge and ability to help our customers. To enhance that experience, solutions like chat bots and PowerApps play a small, yet crucial role. What’s really interesting is that “no code/low code” (which are also no cost/low cost) platforms are becoming more and more viable solutions for many business scenarios, and PowerApps and QnA Maker (and many other) are fine examples of that.

If you are wanting to empower your employees with the right knowledge and abilities, definitely explore these platforms for your needs.