What are Chatbots?
Behind this science-fiction buzzword hides just a regular computer program configured to automate certain tasks, help customers by providing predefined answers to some frequently asked questions, dealing with some of the fundamental problems they face, as well as collecting and processing customer data for the future reference.
You'll need to find a way to get used to the fact that smart chat software has captured the world of marketing by storm!
In fact, by 2020, 85% of customer service interactions will be handled without human intervention. However, there are a lot of advanced chatbot solutions, powered by AI, ML and NLP capabilities, to have a real unencrypted conversation. The truth is that very soon, it will be almost impossible to know if you are talking to a robot or a real human being.
Here's why chat software is so important to gain a competitive edge and stay ahead.
1. IT IS AVAILABLE AROUND THE CLOCK
Unlike your customer support resources, who work "only" 8 hours a day, chat programs:
- never sleep,
- go to vacations, or
- take sick leave
- They don't feel tired and angry
You can repeat the same question over and over again, and they will always provide you with a polite answer. In short, they can help your customers at any time, regardless of their time zone.
Nowadays, when consumers are becoming increasingly impatient, it is necessary to address their questions and issues immediately and accurately, whether it's midnight or three in the morning. Otherwise, all they have to do is choose competitors who have switched to this customer-centric approach.
2. IT IMPROVES CUSTOMER EXPERIENCE
Almost all customers need support during the purchase process. On the other hand, a poll showed that 94% of customers are afraid to contact customer support. Long waiting times and incomprehensible accents in external call centers are their main complaints. This is where chat sites come to provide additional information about any product in time and remove all obstacles in the way out.
And All That Is Done With A Neutral Accent !
3. THEY PERSONALIZE CUSTOMER EXPERIENCES
Chatbots are also able to collect and process a large volume of client data and use it to personalize communication. Some access-level algorithms collect standard customer information such as the email address, location, or devices they use, while advanced versions engage in deeper, more meaningful conversations, and are therefore able to see what customers are thinking about what products and services, what problems they face, Or what challenges they face when it comes to using certain features.
All the information that chatbots collect can be used later to predict customer behavior, provide personalized recommendations, or even improve products and services- to make them more attractive and help gauge audience preferences.
4. IT WILL REDUCE YOUR OVERHEAD COSTS
The process of hiring new customer service representatives on board may be expensive. According to the latest studies, these smart programs can help you save up to 30% by speeding up response times and capturing routine stagnation. Once created, you won't have to spend much to update and maintain. However, this does not mean that you can let your human agents go because their expertise is still necessary. In other words, your chat clients can handle some relatively simple requests, allowing your human representatives to focus on complex problems that require more time and the best possible service.
5. REMOVE HUMAN ERRORS
"To Err Is Human"
People are prone to make mistakes, especially when they are too busy and tired. Customer support agents can forget and confuse things, which means that their answers may be incorrect from time to time. Chatbots, on the other hand, are machines. We know that machines hardly make mistakes. They can save a lot of information and process it quickly so they can provide appropriate and accurate solutions to customers' questions and problems.
Despite some shortcomings, such as their lack of emotions and compassion, chat programs have arrived as the most disruptive tool in marketing. They have the ability to transform your business by saving time and money, improving customer experience and satisfaction.
Are you looking to deploy smart chatbot solutions?
and grab hold of your customers?
beat your competition?
and stay ahead in the race to digital transformation?
Join us in our process to digitally transform the customer experiences of our clients. At Espire, we are enabling above-par digital transformation & personalization by crafting awe-inspiring CX, with above-par solutions. If you would like to discover more about our work, connect with us on social media or get in touch at firstname.lastname@example.org
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