How Chatbots can improve Customer Service

October 19, 2019 in ChatBots



How Chatbots can improve Customer Service

According to a study conducted by Oracle, 80 percent of the businesses are planning to use chatbots for customer interactions by 2020. At the same time, 36 percent of them have already implemented a chatbot service.

The key to increasing sales and customer loyalty in today’s digital world is by improving customer experience. Chatbots helps the customers to interact easily with your brand with the help of engaging conversations. So, it’s imperative to build, configure and deploy a Chatbot for automating the business process. If you are curious about how chatbots can help your business, read the article below.

6 ways how Chatbots improve Customer Service:

Provide instant customer support 24/7

“Findings from analysis firm Juniper Research show that Chatbots are expected to trim business costs by more than $8 billion per year by 2022.

Chatbots are inexpensive and available around the clock for resolving queries instantly and accurately — significantly reducing the wait time for the end customer.

For example, a travel company receives a large number of consumer questions about reservations and flight inquiries
Traditionally, customers would have to search through dozens of webpages or contact customer care to get more information. This is a huge load of time spent by the consumer is getting the right information.
The Chatbot would answer the customer query by providing the information instantly to the user by making an API call to the Database all by itself – without any human involvement.

Proactively engaging the Customers with Personalized Conversation

Responsive chatbots offer customers an interactive experience that’s convenient and familiar. Chatbots drives forward user engagement by interacting with website visitors at a personalized level mimicking how a human agent would converse with a website visitor. Chatbots can offer personalized products/services to the customer based on user engagement on the website.

Chatbots can track customer satisfaction in the form of feedback collection

Feedback during and after the chatbot is a critical feature. It will help you understand how well is your chatbot implementation doing. You would be able to identify the gaps, know what your users are liking and what your users are disliking and can improve over time. 

For every conversation, you can provide an integrated feedback option for users to share their thoughts on their experience with the chatbot. 

Chatbots can handle a high volume of customer queries & save costs

Chatbots are adept at handling large volumes of queries. Unlike a customer support executive, who can handle only a few queries concurrently, the chatbots can handle 1000s of queries. Thus, enabling a business to handle sudden bursts of customer support requests efficiently. 

It means you don’t need to employ many customer service representatives to answer basic questions like-Answer the customer’s basic questions

  • Grievance Redressal
  • Shipping Details
  • Payment Inquiries

The Chatbot can answer the basic level questions and reduce the dependency on human agents. In the case of complex queries, the Chatbot will transfer the Chat control to the human agents.

Chatbots can save Businesses a lot of money

As we read above that a single chatbot can handle multiple consumers at one time, deploying chatbots will save money for the businesses. The chatbot will be available around the clock to answer website visitors’ questions about the business’s service and productivity. So, if you had 100 Human agents to answer customer queries, now you just need 1/10 as the Chatbot is capable of handling the mundane task of answering the repetitive customers’ queries. This could save the businesses a lot of money and makes the customer acquisition cost lower.

Chatbots helps you in pushing new products and services to your website visitors

Chatbots can serve as an outlet for informing the visitors about a new service/product you have just launched. This forms a favorable basis for pushing notifications and showcasing new products and services. Chatbots can become the best platform for explaining a business’s new products and services to consumers.

The Last Word

Businesses can benefit immensely by adopting Chatbots as it will reduce cost and dependency on human customer agents. Chatbots can interact with multiple consumers and increase conversions & engagements. With the advancement of AI, NLP & Machine learning, Chatbots will become more prominent for Businesses across the world in customer service.

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