Author : Anand Singh Bhandari
Director - Business Analytics
12/Sep/2019

Anand heads the Business Intelligence practice for Espire, playing the lead role in establishing best practices and our roadmap for a robust BI practice. He ensures development and implementation of frameworks for rapid project deployment and capability enhancements in the group.


Six top ways Chatbots boost your Customer Experience

A high quality- not just any- chatbot is quick determinant of your CX strategy outcome. Infact, Ubisent study has revealed that 35 per cent of companies want more brands to adopt chatbot technology, whereas an Oracle study suggests that 80 per cent of them plan to use a chatbot by 2020.

What is a chatbot?

A chatbot helps your customers to communicate with you for new services, service queries or grievance redressal etc. The platform could be your website, mobile applications or skype and other messengers and communication platforms like Skype, Facebook Messenger, WhatsApp, and even Alexa. Big brands are already using chatbots to facilitate sales and find information.

In a hurry? Here's how a chatbot enhances customer experiences:

Reinvent your forms, Seamless chat, 24x7 customer service, Endless queries, zero error for sass, smoother customer journey, Less stress, good bye to IVR, and hyper personalization.

How a chatbot improve customer experiences

While the benefits to a company using chatbots include lower costs, the real winner will be your customers. Here's how chatbot enhances customer experiences.

Here are the eight top ways a chatbot can improve your customer experience.

1. Seamless live chat

Customers can handle chatbot in the same way as they do in an online conversation with their direct customer support staff, so the learning curve for customers to interact with chatbots is virtually seamless. Because many chat sites use natural language processing methods as they can analyze the customer's query and provide a response that meets the client's needs. Most chatbots can also be easily integrated into your website or smartphone apps- saving the customer time and difficulty searching the company's online resources and to get the answers they need.

2. All round (24 x 7) Customer Service

Live chat support staff need to rest - but your chat doesn't.

Customer needs often arise outside office hours, and they may need resolution when customer service staff are unavailable. Chatbots provide customers with the opportunity to get answers to their questions at any time, so they don't have to wait for a response from voicemail or email. The best chat sites can give the customer a feeling of talking to the live operator at any time.

Six top ways chatbots boost your customer experience image

(Allows you to use chatbot to provide 24-hour service | Source)

3. Seamless CJM and Lesser Stress

To make it easier for a customer to purchase, chatbot can pop up any product page to provide additional information, video content, or even a discount code. Chatbots can also help customers collect information, such as the item they want to buy, how they want to buy the item, and how they want to ship it.

A recent survey by developer chatbot Helpshift found that 94 per cent of the more than 2,000 respondents are “scared of contacting customer support”. Current ways of handling customer support calls, from foreign operators to automated phone lists, have done little to ease the customer's fear of reaching the vendor's customer service branch.

The survey also found that customers would welcome the use of chatbots to meet specific needs. At least 70 per cent of respondents said they would use chat sites if they could accomplish their much-needed tasks- reducing the time needed to solve problems, and the time needed to get customer service representative on the phone. It, hence, simplify the entire customer service process.

4. Goodbye Customer Support (IVRs)

One of the biggest complaints customers have about the customer service process is the use of Interactive Voice Response (IVR) systems during phone calls to support customers. These systems ask the customer questions and direct the customer's call based on their voice answers. IVR systems are highly disorganized, guiding the client through each response until it reaches the pre-programmed destination.

Chatbot, on the other hand, can be used in a similar way, but with less frustration with IVR. The client feels as though his voice is heard and understood, while chatbot can try to direct them towards an answer based on previous queries or direct them to a human representative.

5. Personalization

Flexible chatbots give you the opportunity to connect with customers on many different levels. It can serve as the customer's primary resource for technical support, account management, or sales information. Chatbots can also be programmed with different types of conversation styles, from accuracy and technique to friendly and helpful to marriage and humor. The different types of "characters" available with chatbots will make customers come back and share with the brand.

6. Redesign forms

If you want your customer’s information, you give them a form to fill in. But they’re boring, and often far too long. If the customer decides to fill it in anyway, they’ll do so reluctantly.

A chatbot, on the other hand, spruces the situation up. Chatbots can get the same information that any form can — but without the friction and cognitive load that you get when you’re staring down a form with 11 required fields, which, if you can believe it, is the industry average.

MORE FROM OUR BLOGS

Enhanced digital customer experiences for a leading Singapore headquartered transshipment hub

The customer's existing website was deployed on-premises and leveraged a WCM platform, Joomla they required a strategic technology partner to revamp the website, improve content delivery and website navigation with needed to map customer journey and access visitor analytics efficiently

Optimized data and content management with Azure-based solutions for a leading Singapore-headquartered transshipment hub

The customer's existing website was deployed on-premises and leveraged a WCM platform, Joomla. They required a strategic technology partner to carry out Azure migration and eliminate on-premise hosting environment. They also needed managed support services for monitoring website up-time and efficient incident management.

Designed a DXP Platform to Enhance CX for a UK-based Integrated Marketing & Communications Company

A leading UK-based integrated marketing & communications company which assists businesses in brand deployment, digital transformation, marketing communications and driving customer experience across all digital channels, One of the primary challenge sighted by the client was an absence of an Intranet Portal, which would act as a scalable DXP solution to onboard as many clients as needed

Optimized data storage & accessibility with API-based integration for effective data management

Espire designed and implemented a solution architecture to build microservices based on API-led Integration layer for data flow among existing systems, the microservices-based architecture on the Mulesoft Integration Platform provided easy accessibility & reusability of data

End-to-end Digital Content Management for enhancing customer experience and enabling intuitive purchases

Espire implemented a central CMS for all regions for efficient content management, Error-free Digital Content Management on 33 country - specific websites, Designed an interactive-feature with impactful UX to enable customers to easily find, select and buy the required products from any device, anywhere

Composable dxp deliver contextual digital experiences to bolster business growth

Composable DXP has completely revolutionized the entire DXP landscape, allowing brands to decompose and create a technology stack which is well-suited to their dynamic business needs. The future of DXPs is completely customizable, cloud native with an API-first approach, which maximizes the speed of campaign executions.

Customer data platform drive personalization the right way with sitecore boxever cdp

Sitecore CDP is a state-of-the-art customer data platform which helps businesses to ramp up their personalization efforts with unique 360-degree customer view combined with intelligent decisioning, predictive analytics, experimentation, and orchestration capabilities, to deliver relevant digital experiences to customers through their preferred channel at the right time

3 top reasons why employee experience leads to exemplary customer experience

Employee Experience is directly proportional to Customer Experience. Leading brands are implementing a Total Experience Strategy to deliver superior, interconnected experiences for both-customers and employees to attain key business outcomes in 2021 and beyond

Espire infolabs and bennetts bag honorable mention award at sitecore experience awards 2021

The global leader in digital experience management, Sitecore has recognized Espire Infolabs in this year's Sitecore Experience Awards (SEA) Honorable Mentions, for helping a leading UK Motocycle Insurance specialist - Bennetts to provide personalized & contextual digital experiences with the Sitecore platform.

Insurance claims management system top 5 ways to maximize business growth

Insurance companies have been struggling with disparate systems and outdated claims processes for decades. Leveraging claims management software can help brands in the insurance industry automate manual processes and optimize workflows, while improving staff efficiency and reducing operational costs

Subscribe To Our Blog

By clicking on "SUBSCRIBE NOW" you acknowledge having read our Privacy Notice.