Communication is the key to establish a long-term business relationship with customers. Without any healthy conversation, it’s impossible for a business to grab the potential project.
Every customer is inquisitive to learn more about the offered product/service by a company. There’re a lot of things which are not readily available on a website or an app, but necessary for the consumers to know. This gap has been filled by the customer support services, who actively respond to their queries.
Until now, it was human customer support staff that addresses multiple queries of the customers via mail or voice chat that has been replaced by the chatbots.
Chatbots have completely transformed the way businesses interact with their customers, and when the chatbot is of the best quality, those changes seem wonderful.
Before delving into the topic, let’s cover its basic first. So, let’s begin with that.
What Is a Chatbot?
A chatbot is a software that is designed to communicate and perform basic tasks, whether it’s answering customers queries or helping them buy any product. Its core duty is to streamline the communication between services and people.
To put it simply, it has simplified the interaction between humans and computers.
The simple chatbots generally scan the keywords in a customer’s query to deliver an automated response. There are more sophisticated chatbots as well that utilize AI and machine learning to create responses and conversations that are bit tough.
AI-powered chatbots are integrated with the CMS (WordPress) and CMR platforms that uplift the online presence of the brand, allowing them to gain insights about the customers and provide personalized experiences.
Now, let’s move on to the real question- “How chatbot enhances customer service”?
How Chatbot Improves Customer Service?
Chatbot has created a lot of buzz in the business space. It is used almost everywhere now- be it ordering food or receiving news updates on your phone. Most companies have already incorporated this tool for their business operations. And, guess what? Their customer satisfaction rate has improved a lot. So, it’s time your business did too.
If you’re looking for a tool that can make you available to the customers, then chatbot is an ultimate option to choose from. It’s a one-time investment that facilitates any business to deliver flawless customer support.
Let’s see how a chatbot can enhance your customer service.
1. 24/7 Availability
Your live chat support staff would need some time off- but your chatbot doesn’t. That’s the best part of this tool.
Customers can come up with the questions anytime (outside the business hours). So, they need a way to get their answers instantly when customer service agents are unavailable. Chatbots give a speedy response to the customers without making them wait for long. They will feel conversing with a live operator. Overall, it has fairly reduced the time taken to respond to a customer’s grievance.
2. Slash Down Operational Costs
Chatbots will not replace human agent or employees. In fact, these will resolve repetitive queries of the customers, and the agents will get more time to handle the complex ones. As a result, they will provide better service to their customers. Therefore, chatbots are great for increasing the productivity level of the employees.
Hiring service agents for offering round the clock service can hamper your company’s budget. Plus, the resources needed to deliver support will multiply the cost. So, chatbots will be best-suited to handle the general queries while complex part will be escalated to the human agents. Hence, chatbots will not only improve customer service but also reduce the cost.
3. No More IVR
Because no one likes talking to machines.
The biggest turn off for the customers is the use of IVR (Interactive Voice Response) systems during phone calls to offer support. It’s quite monotonous to hear lengthy instructions and follow telephone menus. The people sometimes end up their call out of the frustration as the voice prompts are too hard to understand.
Chatbot, on the other hand, makes the customers feel that their voice is actually being heard and understood. It will lead them towards either an answer based on their queries or to a human customer support.
4. Automate Repetitive Work
Many times, the customer support team have to perform routine tasks. When these tasks will be automated, the time can be used for other prior purposes. In that case, you can totally rely on the chatbot. It will eliminate the need to do repetitive work.
For example- a chatbot can be used to ease down the onboarding process of a new customer. It will constantly remind them to submit their documents without the intervention of customer service staff. In this way, the saved time can be used to do more meaningful work.
5. Increases Customer Engagement
Earlier, the companies were involved in native customer service, i.e., the customer service agents offer assistance only when the customer will approach. This is more like passive customer interaction. It’s completely a thing of the past.
A chatbot is proactive and quickly start the conversation with the customers. It identifies their issues and comes with an apt solution before it becomes a problem. It informs customers about the latest sales and promotions. For instance, if a customer finds a great pair of sneakers on your website, then a chatbot will send them a link of sneakers that will go well with their requirement.
6. Handle Multiple Queries
Humans are restricted to do the number of things at the same time. If it goes beyond the limit, then there is a high probability of an error.
Chatbots can simultaneously interact with thousands of people. Regardless of what time of the day or the number of people you are contacting, every single query will be answered instantly, with no flaws.
7. A Seamless Journey
Chatbot plays a great role in making the purchasing process smooth. It can pop up on any product page to provide additional information, discount code (if any), etc. Furthermore, it helps customer collect information, such as the item they want to buy, the method they need to use for purchasing, and the shipping options. This may bring down shopping cart abandonment rates to a great extent.
Note that, when a chatbot is efficient at what it does, then the customers will be more likely to walk away with a better experience. The chances are that they will repeat their visit to your website. Furthermore, it offers fun and engaging ways to connect with the different brands across the world.
Conclusion
Needless to say that chatbots are the future of customer service. It benefits both the business and customers: chatbots development is more economical than recruiting and training the customer support team, and customers prefer mobile interaction over talking to the service agents on call.
Chatbots will provide endless opportunities for the vendors to engage with innovative ways- and most importantly to meet their goals speedily. If your company wants to deliver exceptional customer service, then using a chatbot would be a good option.
- How Chatbot Development Enhances Customer Service? - May 14, 2019