We probably don’t have to convince you about how important customer service is. But we do know how hard it can be to keep up with the increase of customer demands – especially when you are buried in work each day.
Thankfully, there are many ways that you can automate portions of the process, including the addition of chatbots to your site. A chatbot is essentially defined as a program that was designed to simulate a conversation with human users – through your website or social media – without you having to be present.
Many businesses are adopting these virtual assistants that are created to keep customers happy while lightening your load. Chatbots make it possible for companies to offer fantastic customer service with less hands-on effort.
By 2020, over 85 percent of customer interactions will be handled by a machine rather than a human, according to Gartner market research. The opportunities that chatbot systems offer go way beyond responding directly to customer service inquiries. Chatbots can also help with other business tasks, including the collection of information about users, such as their interests and geographical location, as well as solving a greater range of issues – including reducing overhead costs and your time investment in your customer service department. Is it any wonder that the chatbot market is growing rapidly?
Chatbots can be broken down into two different types of categories: basic chatbots and Natural Language Processing (NLP) chatbots. Basic chatbots are only capable of handling simple queries and they respond with pre-programmed answers to questions (such as What are your business hours? or Do you offer any discounts or free shipping?) while NLP chatbots are able to process more complex requests (such as answers to questions like What is my order status? or handling customer payments).
Both types of chatbots are beneficial for automating the customer service process. They are always available to deal with customer issues and can be programmed to have unlimited knowledge about your services and products. Chatbots make it possible for you to run your business more smoothly and keep your customers happier.
The use of chatbots may be more common than you realize. According to a recent report, 90 percent of brands use chatbots for their customer service.
Chatbots can be utilized in your existing customer service strategy. Below are three ways you can improve your current customer experience with chatbots.
Handle Customer Queries in Minutes
Customers like to have fast answers to their questions. Plus, clients are more likely to stick with companies that offer them better communication where customer service is concerned.
Chatbots can be programmed with data to ensure that your customers can get all the information they need to resolve any questions, concerns or problems that may arise. Chatbots do not need to put clients on hold while they dig for answers like employees sometimes do, which only increases your level of service, and decreases any frustration your customers may have while waiting for answers.
Offer Customers a Unique Way to Engage
Customer service is usually offered over email or the phone. In this busy digital age, filled with fast answers thanks to the ability to pop a question into google and receive an answer within seconds, these methods are becoming less popular. Many consumers favor an alternative that is more personable. Chatbots help your brand recognition and loyalty because of the unique and efficient customer service experience they offer – a level of service that goes above and beyond, making the customer feel important and valued.
Tailor Product Recommendations
Chatbots are also great for guiding your customers to make decisions, including which items they purchase. Many brands are now programing their chatbots to operate as shop assistants, suggesting items to customers based on their conversation in a chat session, generating sales and increasing revenue.
Quality customer service is a vital aspect of any business, but it can take up a lot of time and resources. With chatbots you can offer your customers better service while minimizing the amount of time it takes.