When it comes to customer service, bots have the cutting edge over any other available route. The fact that chatbots work just like humans, there is no doubt that they are here to stay. The popularity of these bots in businesses is increasing tremendously. Customer service is the primary beneficiary when it comes to this technology since bots chip in a better way to handle the overwhelming number of customers.
On the other hand, brands don’t just utilize chatbots for customer service. They also use these bots to provide a solution to common questions, complete orders, provide quick support, and so much more.
This technology does not only bring these virtual customer service agents into play, but it is an all-inclusive customer experience tool that utterly changes the manner in which businesses interrelate with their customers. Bots automate and at the same time enhance sales, marketing, user experience, customer retention and a whole lot more.
Once you have an inquiry and you decide to visit the brand’s web page, the first thing that pops up is the chatbot that prompts you on how it can help or on what your issue is all about. According to the explanation from BestBots, bots are personalized in such a way that they will provide each customer with a harmonious and bespoke experience. The chatbot may provide you with a list of suggestions of the issues you may be experiencing, it may guide you on what to do, or if the issue is much complex, it will connect you with an available agent in no time.
On top of it all, bots forecast and personalize customer’s needs after the first sale is completed. The fact that bots collect first-party data, they are acquainted with personal information that guides them on how to contact customers. They can suggest new clothes in-store that the consumer might be interested in, or suggest new places you can visit if previously you had done something related to traveling, and so much more.
Dealing with an overwhelming number of users can be hectic, mostly when they have to make phone calls or send emails every time they want to make an inquiry. They would have to wait for long before they get any response since everyone who has an issue will be trying to reach out in the same way.
How are chatbots being used in business?
Chatbots are the future of customer service. Programmed with artificial intelligence, it’s wise for any given brand to have this technology.
They act as digital personal assistants
Siri and Cortana are good examples of bots that will help you navigate through your mobile phone or PC. You can google, make orders and do so much more with them.
Amazon Echo and Google Home will deploy chatbots on their websites to play the role of a personal assistant.
Providing call center support
With the AI chatbot technology, you don’t have to speak to an agent to request your account balance, or change your password or even to schedule an appointment. Bots got your back and furthermore, it is much faster and convenient.
Providing enterprise support
Bots can help sales representatives access customer’s information instantly when integrated with the relevant technology.
How important are Bots when it comes to customer service?
The truth has to be told, integrated Bots can’t replace humans but they complement the support-chat experience by handing customers with a friendly reception and in an unswerving way to get whatever they need to be resolved.
Chatbots help businesses deliver top-notch customer services in the following ways:
They reduce the customer wait time.
Bots will reduce the time customers spend waiting in line before an agent attends to them. Consumers will get answers instantly regarding common questions regarding their orders or the location of the nearest brand shop in a chat window without having to wait to get connected to an agent in order to answer those questions.
They provide agents with leads.
Chatbots follow up on previous support offered to a customer and then open conversations that human agents will then follow up on.
A good example is when a bot asks a series of questions, such as your email address. It will use this information to deliver a solid lead to a sales rep who will then use it to personalize future customer interactions.
They help resolve support cases.
Bots are definitely a brands’ number one ally. They can instantly provide answers to straightforward questions to customers and do it over and over without getting tired. In turn, fewer cases are logged for the support agents to attend to – so they save your money as well!
Research shows that brands that have already adopted the Artificial intelligence chatbots technology have received a drastic drop in the number of inquiry emails and calls.
They handle redirects for customer inquiries efficiently.
Bots always welcome customers with a branded greeting in the chat window and then redirect the customers to the right channel in no time.
Chatbots are available 24/7.
Chatbots never get tired and will always be available to offer support at any time of the week. In case, one is to be redirected to an agent and the queue is long enough, there is an option to have an agent call you back.
On the other hand, here are some things you need to take note of before entrusting this technology to do the job for you:
- The fact that using a chatbot is a no-brainer, you should never rely on bots to do everything.
- You need to make sure that your bot is always connected.
- Chatbots should be easy to understand and to talk to.
- You need to develop the bot over time to include more features as everything changes.
When it comes to customer services, bots are indispensable. They help brands manage their customers better. They spike every customer interaction positively by acquiring first-party data and then establishing abiding customer loyalty. Indeed, an excellent way to engage people for a really long time.