How can a customer support chatbot enhance my businesses' success?
I'm planning to add a chatbot on my website to improve the customer experience. I'm looking forward to reading reviews from those who are already using chatbots. How has it benefited your business?
Simple chatbots scan the keywords in a customer's inquiry to deliver pre-packaged answers, while more sophisticated chatbots powered by artificial intelligence (AI) and machine learning (ML) can use natural language processing to create responses and conversations that are more complex. AI chatbots are more flexible when the human speaking to them doesn’t give the exact message they’re programmed to receive. Instead, they actively learn from the conversations they have to help customers reach their goals.
AI-powered chatbots are typically better integrated with the CMS and CRM platforms that underpin a brand’s online presence, allowing them to tap into customer information and provide personalized experiences.
1. Seamless Live Chat
Customers can engage with a chatbot in much the same way they would in an online conversation with live customer support employees, so the learning curve for customers to engage with chatbots is practically nonexistent. Since many chatbots use natural language processing methods, they can analyze the customer's question and deliver a response that meets the customer's needs.
2. 24/7 Support
Customers' needs often arise outside of business hours, so they need a way to seek out answers to vital questions at times when customer service staff members are unavailable. Chatbots offer customers the opportunity to get answers to their questions at any time, so they don't have to wait for a response from a voicemail or email message. The best chatbots can also offer the customer the feeling of conversing with a live operator at any time.
3. A Smoother Journey
To ease the purchasing process for the customer, your chatbot can pop up on any product page to offer additional information, video content or even a discount code. Chatbots can also help customers with the process of gathering information, such as the item they wish to purchase, the method they want to use for purchasing the item, and how they want it shipped. Maybe even those dreaded shopping cart abandonment rates will finally drop, too.
4. Personify Your Business
The flexibility of chatbots allows them the chance to engage with customers on many different levels. They can act as the customer's primary resource for technical support, account management, or sales information. Chatbots can also be programmed with different types of conversational styles, from precise and technical to friendly and helpful to snarky and humorous. The various types of “personalities” available with chatbots will keep customers coming back and re-engaging with the brand.
5. Cut Down on Operational Costs
Customer support costs can be significantly reduced with the help of AI chatbots. According to Chatbots Magazine, implementing virtual agents or chatbots can help businesses to save up to 30%. Chatbots give support and solve repetitive customer queries, freeing up service agents to handle more complex queries and provide better service to the customers. Therefore, chatbots help raise productivity for agents. Hiring agents with 24/7/365 presence and adding the resources needed to give support to the customers round the clock, can prove simply too costly for many companies.
Before embarking on the journey to business success with a chatbot, it’s important to look out for certain key features in the “planning to buy” stage:
1. Real-time support:
Millennials aren’t willing to wait 7 days for an email from the support team or spend hours and hours on a call. But it isn’t just millennials, everyone wants real-time support and instant query resolutions.
An AI-enabled chatbot is the perfect website integration to enable rapid responses to visitor questions.
2. Time saver option for the support team:
Have you considered how much effort is required from the support team to answer every single visitor question coming in from across multiple channels? The support team might need to be there 24*7 to answer questions and, let’s face it, there is no way every customer query will be given the same importance.
That’s when a chatbot comes to the rescue. They can work 24*7 to answer every single question, consistently, and without tiring. That means support agents have less work to do and a whole lot of time has been saved, enhancing productivity and efficiency. The extra time can be put to good use to analyze common user queries and pass on the learning to the product development department.
3. Smooth integration of “live chat”:
Live chat and a chatbot is a winning combination when it comes to performing customer support duties. With a live chat tool integration, visitors can contact dedicated support agents through audio, video or text as and when needed, offering a more versatile experience.
4. Multi-lingual support:
Let’s assume you have a global business. Even if you don’t right now, maybe in the future you will!
Before making an investment, consider which chatbots support multiple global languages as per your requirements.
Pro Tip: If you can switch languages or assign it based on user location from the dashboard, without the need for help from developers, select this option in a chatbot.
5. Great source of feedback collection:
Feedback is very important for customer support. Without knowing how well queries are being handled, businesses will struggle to succeed. It is something you must incorporate into any customer support plan.
You can collect feedback on support agents’ performance via a chatbot and make an action plan around any required changes, implementing them accordingly.
Selecting a chatbot with the above-mentioned features and integrating it with your website has the power to skyrocket your sales and send you towards achieving business success.
1. Chat Your Way to Success…
In all the industries that deal directly with customers, customer experience is the priority. Customers keep looking for quick responses, one-to-one conversations, rapid solutions and non-stop support from companies. AI Chatbot is a computer program that simulates human conversation through voice commands or text chats or both.
2. Future lies with Chatbot Services…
According to Chatbot Report 2019: Global Trends and Analysis, Business Insider experts predict that by 2020, 80% of enterprises will use Chatbot Services. According to Lauren Foye, by 2022, there is a high possibility that banks may automate up to 90% of their customer interaction using chatbots. A survey conducted by Spiceworks showed that 40% of large companies employing more than 500 people plan to implement one or more intelligent assistant or AI-based chat robot over corporate mobile devices in 2019. Another significant example is from Relay, which states that 65.1% of companies using chatbot technology are engaged in web software, and 58% of companies using chatbots technology are focused on B2B.
3. Chatbots are Faster than Your Favorite Superhero…
AI Chatbots replace the humans in a manner that ensures they do not use a lot of time to reply as is generally done by humans. There are many instances in which the customers fail to even receive a welcome message, forget a reply.
4. Don’t you want to save on costs!!
Another way in which AI Chatbots can help your business grow is by saving you the costs incurred in the customer service.
Have you ever realized the amount of money you spend on various service agents that interact with the customers on their issues? According to some reports, the chatbots will help the businesses reduce their costs by approximately $ 8 billion by the year 2022 as compared to 2018.
For more details read our article- How Chatbot Can Help Your Business?
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