A chatbot is a human-made Intelligence Software tool that will simulate a person’s conversation through pre-defined sentences and phrases. Chatbots were designed to be interactive. Nowadays, they’re often utilized in places that require very minimal interaction and direct answers that address specific queries.
This enhances the user’s experience. Chatbots became popular within the Marketing Industry, especially within the Customer Service sector thanks to their continuous operation throughout the day. Therefore, many industries like Banking, Healthcare and E-Commerce sites have started adapting this incredible tool.
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With messaging taking over and companies being allowed to participate, chatbots were freed from desktops and apps that nobody downloads anymore. Chatbots are allowed to enter right into the centre of the consumer comfort zone.
Just imagine, the same chatbot that shares content with visitors on your web pages greets them on their favourite social network or, better yet, their go-to messaging apps like WhatsApp or Facebook Messenger. So, let’s not lose more time and look at the benefits using a chatbot for content management, distribution and data collection can actually bring.
Make You Available Immediately
In contrast to your traditional customer service, your chatbot is available around the clock. It supports your customers even on weekends and late at night. It is also not impressed by a high number of requests. A bot can easily process them all at the same time without ever being overworked.
And if there should be a question that your chatbot cannot answer, there is still the possibility that the users can be forwarded to a human employee. Outside of service hours, a message can be left for customer service to answer by email the next business day.
Within working hours, the user can be forwarded directly to the live chat. In this case, the chatbot can answer all standard customer service questions and thus relieve the customer service team of a lot of work. Complicated questions can be answered by a human employee.
Make Things Easier
Your website is a wealth of information, providing everything the customer could possibly want to know. However, even though the information is readily available at the customer’s disposal, today’s busy customer doesn’t want to go digging around for information or answers.
Rather than waste valuable and often limited time searching, what they really desire is a magic button they can press so that all of their questions and problems are solved. Chatbots keep things easy for everyone involved. It may not be able to pull a rabbit out of the hat, but it will sure feel like magic to your customer, without the need to keep any difficult tricks or gimmicks up your sleeve.
Chatbots are tailored to providing information consumers are looking for. It’s their primary job focus and they do it well. Plus, you worked hard to make your website what it is today, so why not let chatbots take some of the load off?
Help in Segmentation of Traffic
A chatbot can be a full-fledged member of your marketing team. With users flooding the internet during and after the pandemic, you need to segment your traffic quickly. Otherwise, it’s easy to lose good leads and spend too much time on visitors without potential.
A chatbot can segment the incoming audience by taking the conversation in different directions. For example, when a user asks about the price, the bot can offer the information along with the option of buying within the chat. In case the client is “just-looking”, the bot can provide useful details about products and services.
If a customer were to talk to a customer service representative, they wouldn’t get a transcript of the call upon the call’s completion. If something were to go wrong, the customer would have to try and remember all of the details of the call. With chatbots, the customer has the option to take a screenshot of the conversation, or they may be able to request a copy of the chat. They can use this transcript to challenge something further down the line, or simply to keep an archived record of the details discussed.
Can Work Alongside Humans
The biggest misconception about chatbots is that they’ll take over services and automate everything, leaving businesses with no need for human employees. But, this is mostly a myth; unlikely to happen.
At the moment, chatbots deal with queries clearly within their capabilities. A bot is at its most helpful when customers ask simple, common questions because the information required to respond has already been gathered. But, for more complex tasks, chatbots are able to determine the need for a human agent and pass on the customer’s query.
So, chatbots solve repetitive customer queries, freeing up service agents to handle more complex queries and provide better service to the customers. Therefore, chatbots help raise productivity for agents instead of replacing them.
Improve Customer Service
A survey shows that 83% of online shoppers need support during shopping. So, your customers may require help trying to understand which products fit their needs/budgets any time of the day. Moreover, shoppers may not find what they are looking for due to navigation issues when they are on your site, they may have registration, payment, checkout and delivery questions or there may be a lack of information about a product.
In all these situations, chatbots can provide assistance in real-time like a salesperson in a real store. Moreover, chatbots can offer interactive communication where they also ask questions to understand the real problem. Furthermore, along with text and voice, they can present customers rich content with product pages, images, blog entries, tutorial videos based on their responses that can help them through their journey.
Save Customer Service Costs
Reports say every year there are 265 billion customer requests. Businesses spent nearly $1.3 trillion to service these requests. Chatbots can help you save up to 30%. Implementing chatbots is an investment, which helps businesses to optimize customer service costs.
Investing in chatbots saves the extra costs of adding more agents. Hiring more number of support agents means additional costs and time.
The costs may be in terms of:
These expenses cannot be overlooked as it is never a cheap affair. It becomes expensive if your business revenue is not high or sales targets are not met and it would create havoc in the business. Chatbots help to overcome all these costs.
There are many chatbots benefits of how businesses can optimize their costs without compromising their customer service quality.
With AI, they can;
- Scale their chat support during busy hours to deliver quality support and boost client satisfaction
- Automate routine business processes and allows the support team to concentrate on complex conversations.
- Enable new customer service models which increases brand face value and credibility.
Chatbots can be scaled during the peak time of business without any extra costs. Thus, chatbot benefits your business drastically to bring down the expenses and bring about a rise in revenue and customer satisfaction.
Besides, enabling a brand experience that is simpler and more seamless for customers, bots also reduce a significant amount of cost and resources for your company.
It is important for businesses to harness the benefits of deploying chatbots to improve efficiency and customer experience.
Make Payments Easier
Chatbots are becoming more popular with a number of companies as many of them are trying to adopt chatbot technology. Chatbots in messaging apps offer brands a way to reach customers in a scalable, personalized manner. They are designed to provide direct communication between customers and brands. Who needs yet another app when you can do everything via your messaging program.
Chatbots are designed to receive payments. The platform operators generally build a kind of chatbot that simplifies the way a user makes payments way.
Payments can be processed centrally by the platform operator using payment data. Payments capabilities to chat apps could not only increase usage of chat apps but also generate significant revenue to your business.
Help Grow Your Business
One of the biggest benefits is that they help you grow your business by reaching more people and increasing your customer base. From marketing to sales to customer services, chatbots can help you improve and expand nearly every operation of your company.
Chatbots improve customer engagement by establishing personalized interactions with consumers, offering reliable shopping recommendations based on their buying history and preferences. Plus, they help quickly push your prospects further down the marketing funnel by seamlessly guiding them through every aspect of the transaction and answering each question as it arises.
As chatbots are able to predict customer behaviour, you can use them to send the right notifications to the right people, every single time. You can also broaden your reach by interacting with a large number of prospects via social media bots that are humanly just not possible. For example, Uber is leveraging social media bots, allowing its customers to place their order through Facebook Messenger.
Chatbots also empower you to elevate your brand value by capturing customer attention through past interactions. You can easily collect and analyze customer feedback, and then use it to effectively communicate to the right people in the right manner.
The potential for AI-powered chatbots is almost limitless, which makes them an incredible addition to any business. Amidst the current Coronavirus pandemic, a chatbot can be your silver bullet. You can not only use chatbots to educate your employees about COVID-19, but also minimize human interaction in the administration department, call centres, and more.
Therefore when developing a Chatbot or integrating it with easy to use CRM, customer experience should remain at the heart of the reflection which must ensure that the conversation can be handed over to a support agent when needed to build a world-class customer experience and moreover instead of developing Chatbots for each channel, companies must try to deploy their existing chatbots in a multichannel environment that will make company save time and additional costs on multiple deployments of Bots for rapid customer care and business growth.