The online corporate image of a business depends on a variety of factors one of which being customer service. Maintaining a positive customer journey and leaving the person satisfied at the end of a purchase or simply an interaction with a representative is the key to a lasting positive impression on the customer.
One of the best ways to do this is to automate your customer service by using AI chatbots. In fact, live chat has the highest satisfaction levels for any customer service channel, at 73%, compared with 61% for email and 44% for phone. More and more businesses are choosing chatbots as part of their customer service team as they answer customers’ inquiries in real-time, quickly and the whole operation is cost effective for a business. Another reason is the ease of installation of the chatbot: once you set up a fine live chat app, it takes just a couple of minutes to integrate a chatbot with it.
Let’s have a look at how a chatbot could improve your website’s customer service and take it to the next level:
Immediate Customer Support
First and foremost, a chatbot provides the customer with immediate responses to their queries. No waiting time and no long gaps on the phone – these are, unfortunately, the indicators of non-automated customer services. Users may be left waiting to get answers if the business is busy responding to messages from other customers. If it’s outside of business hours, the user may not even get an answer leading to frustration and the high likeliness of going to a competitor instead.
Chatbots are especially effective where the business predicts questions and scripts answers. According to IBM, up to 80% of routine customer service questions could be answered by a chatbot.
With a chatbot, your business can give fast solutions to customers at any time of the day. There are no business hours for a bot. The purpose of having automated customer service is so that a customer can initiate a conversation at anytime - as long as they are using a messenger application where the chatbot is implemented.
Reduces Service Time
As a chatbot has been trained to answer the most simple to complex questions that a user could ask, the interaction between the customer and the chatbot is usually not very long. This saves the valuable time of the customer, who will leave your website feeling satisfied, and improves the rate of quick and efficient customer service of a business. Businesses can reduce costs by up to 30% by using chatbots for customer service.
Improved Customer Interactions
Apart from contributing to a positive customer experience by answering queries quickly and efficiently, a chatbot is also proactive and takes the initiative to welcome the customer to the website and offer assistance. This helps mould the customer journey as the user might’ve had some queries but didn’t think to ask.
Understanding customer requirements is another responsibility of a chatbot. Chatbots remember previously held conversations with customers which benefits the company in predicting the targeted customer base. The more you know your customer, the better your business will perform.
The cognitive technology of a chatbot interprets customers’ responses and provides accurate, automated answers. This reduces the chances of misinterpreting a question or offering an incorrect solution. Chatbots also have a huge memory base which comes in handy for remembering the right and most relevant answers to give a customer.
If your business has been looking into bot development and implementation services for your website, the best way to go - in this digital climate - is to set up a hybrid live chat customer service experience. This relies on both humans and chatbots to assist customers. It’s unwise to depend completely on AI to handle all customer service interactions. A mix of both human interaction and chatbots will offer the best experience to users.