To stay ahead of your competition, you must provide seamless customer experiences. This is where chatbots’ self-service benefits come in. Chatbots enhance the customer journey by quickly responding to frequently asked questions or seamlessly escalating the query to a human agent.
Chatbots can also be programmed to meet your needs. For example, they can be programmed with the same answer or recognize keywords in messages that trigger messages from different sources. Machine learning can even adjust the response to fit the situation.
These are the top benefits of using a chatbot within your company:
1. Efficiency in time and money
This is in addition to the lengthy waiting time’s users may experience due to agents not being able to handle multiple queries at once and the time it takes for representatives to search for relevant information from different sources. It can lead to high overall costs.
Longer wait times can also negatively impact customer experience. Juniper Research has released a study that claims chatbots can help businesses save $8 billion per year by 2022. IBM predicts chatbots will help to reduce customer service costs by answering routine questions and speeding up responses, thus allowing agents to deal with more complex questions.
2. The modern workforce is more attractive because of its higher appeal
Chatbot Services are highly in demand because they can handle multiple tasks and provide faster, better, and more efficient collaboration within the workplace. Gartner forecasted that 70% of white-collar workers would use conversational platforms every day by 2022.
3. Data collection
People can’t grasp all the details from a lot of conversations. There is also the possibility of human error causing important information to be lost. Chatbots can communicate with each other and collect all the information used later for different purposes. Big data can include all incoming queries. Brands might have thousands of conversations with users. Big data is defined by three characteristics, volume, velocity, and variety.
Chatbots meet all these characteristics: the volume of messages received is enormous. The speed is high because they can provide fast-paced information, and each customer is different. Chatbots save all information from every instance, making it possible to build better chatbots or product development based on customer feedback.
Businesses can optimize their knowledge bases using chatbots and data repositories. This allows them to provide information that users need and what the brand wants to communicate. This is how you bridge the customer experience gap.
4. Customer service
Chatbots can provide 24/7 support without the need for agents. Chatbots enable brands to engage their customers and respond instantly throughout the year. There are no long-waiting periods or inconveniences for a representative.
64% of the respondents to a survey cited 24/7 availability as their top benefit. This was followed by getting an immediate response and answering simple questions.
This reduces operational costs by requiring fewer live agents to work on the backend.
5. Transfer to live agents seamlessly
While technology and machines can be helpful, your human support staff is still essential to your business. Chatbots might not answer certain questions or requests because the information needed could not be found in the backend knowledge database. Chatbots may not understand the context of a message because they cannot use certain key terminology or language.
It is crucial to use a live agent transfer system in such situations, where a human takes control of the conversation. The bots can record all information, so users do not have to repeat themselves. The human agent will receive the summary during handover. The live agent picked up the conversation when the transfer was initiated. This makes the whole process seamless.
Chatbots notify the user if a live agent is needed to take over. In the meantime, they notify a human agent to join them in the conversation.
6. Personalization
Marketing teams have been focused on personalization for years. Many studies have shown that personalization results in a better customer experience. This is because the customer receives personalized information/products only for them.
Chatbots can offer the same level of personalization as humans, which can meet the psychological needs of users. Modern chatbots are no longer limited to one size fits all. They are highly customizable and do not offer generic solutions.
Conclusion:
NPS measures customer loyalty and encourages customers to recommend brands. NPS is measured using customer surveys. It uses a 0-10 rating scale and shows three types of customers: passives, promoters, and detractors. It cannot be easy to convince customers to participate in customer surveys because they are not interactive or intuitive.
