Customers want quick, seamless solutions to their problems. Some are used to the traditional way of phone support, therefore having a hard time accepting a chatbot with the notion that it is a robotic interaction, lacking the human touch. However, more and more customers are open to new technology, especially if it means a quick resolution to their issues.
Chatbots are changing the way brands interact with their customers, and when the chatbot is of high quality, those changes are usually positive.
What is a Chatbot?
A chatbot is a software that can converse with humans via a live chat interface. That can happen on a brand’s website or app, or through platforms like Slack, Skype, Facebook Messenger, WhatsApp, and even Alexa.
Big brands like Starbucks and National Geographic are already using chatbots to facilitate sales and find information.
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.
By definition, a chatbot is an artificial intelligence (AI) software that can simulate a conversation (or chat) with a user.
With technology improving by the day, traditional methods of engaging customers are also advancing. Industries like banking, entertainment, healthcare, news, fashion and more have adopted chatbots. Going by research — 85% of all customer interactions will be conducted without humans by 20202. Everyone is headed towards using chatbots as the mode of communication. A chatbot is one of the key differentiators for brands that provide good customer experience versus the rest.
Brands like Sephora, H&M, Duolingo etc., use chatbots to offer their services.
Here are the top 5 ways can chatbots improve your customer experience:
1. Impactful business insights
By collecting data from the chatbot conversations, businesses can get valuable insights into user experience (UX) and be notified early regarding any issues and any roadblocks that customers are facing.
2. Reduce wait time
Chatbots can reduce customers’ wait time and get them where they want to be quicker. Remember that cringe worthy on-hold music (especially the computerized ding-dong sounds, ugh!) – these could now be a thing of the past.
3. Always-on customer service
The chatbot never sleeps and is able to offer 24/7 customer support. A cost-efficient, yet potent way to provide basic support. Best practice chatbots are trained by using historical conversations, thereby can act on some of the most common tasks such as amending an invoice, answering basic questions about account balances, similar to a real support rep.
4. Personalized human interaction
The computerized chatbots can in fact also help personalize the customer experience in retrospect. Chatbots gather customer data from their interactions. With that data, real support reps can use the information to personalize their interactions with customers.
5. Encourage employees
A surprising benefit to AI can actually be to encourage support staff to focus on more challenging tasks. As AI has such great ability to mimic human behavior, staff may fear their jobs are at risk. To soothe these fears, companies must show their employees what’s in it for them.
While the benefits for the company that uses chatbots include reducing costs (your live chat support staff bill will be much lower), the real winner will be your customers. Here’s how a chatbot enhances customer experiences.
● Seamless live chat
● 24/7 customer service
● Endless queries, zero chance of sass
● A smoother journey
● Less stress
● Goodbye, IVR
● Personify your brand
● Reinvent your forms
Insight International is one platform that can help you boost customer experience using Chatbox. Gain more trust and value by visiting our website www.insightinc.co.uk or contact us at 44(0)-7587901161; +44(0)2074171712.