Previously we touched on what chatbots are and how they are helpful in a customer service environment. Based on our years of Salesforce experience, we’ve been able to narrow the list of several benefits of using chatbots down to the top 5, so here we go:
Research done by Gartner confirms customer service is the largest key to success. Having a good customer service 24/7 is imperative to have a high customer satisfaction rating.
As noted in our previous blog, Customer support can be improved with the help of chatbots. Chatbots, or more commonly referred to as Bots, can be programmed to give automated answers to repetitive questions, cutting the wait time for customers. For more complicated questions and actions, Bots can automatically forward a request to a real customer service associate. This empowers the reps to assist with more complex issues, saving your business the resources of time and money.
Generally, companies apply a “passive customer interaction”, meaning they respond to customers only when they are contacted. Since no businesses have enough workforce to take up a conversation with all of their customers, Bots allow you to start a discussion with any customer, about any concern, morning, noon, or night. This will make your business feel more like a friend who is always available, and ultimately improve your brand recognition.
It’s essential to keep your customers engaged with your business. Though most businesses use social media for this task, Bots can support this effort by making the conversation even more interactive – and in your own brand’s “voice”. Typically, customer service interactions usually provide more information than they receive from customers. Bots, in comparison, give only bits of information at a time and drive the conversation based on the information the customer provides. Part of what makes chatbots so valuable is the way they can catch the interest of our customers and keep them engaged.
With the feedback the Bots collect through simple interactions, you can improve on your services or products. This includes tracking purchasing patterns and behaviors by monitoring customer data. Businesses can track the commands and responses given by their customers to the Bots, anticipate responses based on consumer reaction and the Bot can suggest a different product or service to the customer. The bots can also notify and connect your customer to the sales and marketing departments for a more personal service.
Implementing a full functioning chatbot is much cheaper and faster than creating a cross-platform app or hiring employees for each task, with a zero rate of employee turnovers. Bots allow businesses to facilitate many customers at once. By using chatbots that mesh with human agents you will save on employee costs.
Chatbots can be a great back up for employees for elemental and monotonous tasks. They employ great speed, cost-effectiveness, are easy to implement, maintain, and use. If you are ready to implement chatbots into your business, we’re here to help.