Companies around the world are integrating chatbots into their existing customer service options.
Great, but why should you be doing the same?
Let’s start off by defining what a chatbot is, and what they can do. Chatbots are an artificial intelligence; they are designed to simulate conversations. While not a completely “human” experience, they are more than adequate to answer questions and solve common issues for your consumers. If you already have a help desk or FAQ, the bot can pull information straight from those databases to answer questions. Not only does this prevent your customer service team from having to answer common questions all day long, it saves the customer time from having to find the information for themselves.
A quick slip in a customer service representative’s attitude can easily upset a client that needs help. People get tired. People get cranky. Chatbots do not. According to a study by American Express, 33 percent of people would consider leaving a company after just one negative experience with their support staff. This study also points out that consumers would pay up to 17 percent more to stay with a company that provides them with excellent customer service.
There are many benefits of using chatbots to upgrade your support system:
- They are easy for your customer base to use.
- 24/7 access for your consumers.
- They provide immediate, concise responses.
- Your agents don’t need to spend their time answering simple, easily resolved questions.
- There are no emotions involved; your chatbot won’t get stressed out dealing with a difficult client.
- Cutting costs; more people using the chatbot means fewer people manning a phone line or chat service.
While chatbots can’t solve every issue, they can increase customer satisfaction and lighten the workload of your support team.
Please feel free to contact us for more information on how chatbots can improve the customer service provided by your business.