We’ve all had the experience of waiting for several long minutes on the phone while a customer service representative becomes available to speak to us about an issue that takes five minutes to resolve, at the most. The alternative to calling a company was sending them an email and then waiting a few hours, until someone got back to you with more questions.
However, AI chatbots have taken customer support to a different level, solving simple problems with efficiency and freeing up valuable time for both, customers and staff members.
What Can an AI Chatbot Do?
If you’re wondering what an AI chatbot can do for your company and how it can help your customers, here are some of the processes covered by chatbots:
- FAQs: They can respond to FAQ-type questions, like store hours, locations, shipping costs, delivery fees, return policies and product availability.
- Orders: They can track orders for clients, check the status of the orders and even process refunds within set rules.
- Products: They can help customers find the right product, compare products, explain their features etc.
- Troubleshooting: They can also help with simple troubleshooting by asking questions to diagnose problems and sharing videos with solutions.
- Appointments: They can book or cancel appointments and get the customer’s details.
- Payments: They can also process secure payments and set up payment plans for customers who need them.
- Features: Chatbots, unlike humans, can work 24/7 and can respond to customers in several languages, a useful feature for multinational corporations.
What Can’t an AI Chatbot Do?
Keep in mind that chatbots are not here to completely replace humans in the customer service space. You can set up chatbots to take care of the majority of simple customer service issues. However, there are going to be times when the issue becomes too complex for a chatbot to take care of on its own. The human presence becomes necessary to handle emotional situations or provide nuanced legal/medical advice.
How Do Chatbots Benefit Your Staff Members?
By introducing chatbots to your business, you’ll benefit clients, who will have much shorter wait times, as well as staff members, who won’t have to handle such a large volume of customer service queries. Rather than dealing with the same types of generic queries over and over, your customer service representatives will only have to deal with the high-level ones which require a greater degree of expertise than a chatbot can offer. This leads into greater job satisfaction and higher rates of retention, as employees are likely to be much happier in their jobs.
Contact us to find out how an AI chatbot can fit into the infrastructure of your business and benefit it.