Chatbots for customer support: Do you need them? Let’s find out!May 10, 2022
Chatbots for customer support: Do you need them? Let’s find out!
The customer life cycle is influenced in a myriad of ways, now more so in our digital world. From constant advertising, multiple choices of the same item, brand value, price, and social impact, but most of all, customer service. During the customer journey, there are three main points that can make or break your loyal shopper: awareness, consideration, and decision. These touchpoints can be influenced by utilizing tools such as a purposely built chatbot.
A research paper published by Microsoft showed that most customers, in fact as high as 61%, base their brand loyalty depending on how well you treated them, with poor customer service causing a 50% switch to competitors.
Focusing on customer service and getting that 5-star rating is becoming more crucial for businesses in a highly competitive environment. So much so that they include it as part of their marketing strategy. Marketers are forced to think outside the box with innovative ways to keep up the ‘excellent’ score rating. Customer engagement in an overcrowded digital world has never been this tricky.
In this blog, we will talk about how incorporating a chatbot can be a game-changer for your business. Deemed a marketing gimmick in the past, now a go-to tool for small to medium businesses.
Chatbots have become invaluable tools for customer service operations due to artificial intelligence and machine learning technologies. Not only are they streamlining and optimizing customer experiences in every stage of the service process, but they are also proving to be valuable tools for helping customer service representatives.
A large part of the sales decision-making is affected by how your customer is treated, how fast you respond to their queries, or if you are available 24/7.
As such, customer loyalty and buying decisions are influenced by the customer journey. For example, your choice of brew not only depends on the beans but also if your barista remembers your blend.
Next, you must ask yourself: How can you gain the satisfaction of your customers and keep them satisfied?
There is no magic trick or potion needed for customer retention. To help achieve this goal, companies are relying more on new business technologies. One of these is Customer Support Chatbots.
Chatbots can provide a probable solution for customers who need quick help or filter those who need to be connected to a customer support executive for more intricate queries.
Let’s look at how these bots actually work and how they can keep your customer happy.
To understand human language, intentions, behaviors, and speech, a customer support chatbot uses technologies such as artificial intelligence (AI), machine learning (ML), and natural language processing (NLP).
On average, the customer support call center takes up to 50 calls or queries per day. Most will have repetitive, time-consuming questions and can cause a backlog when there is a high call volume. Teams can now rely on their chatbots to ensure prompt support and alleviate inbound calls. A customer support chatbot is, in essence, an extension of the customer support team. Chatbots can also help you automate monotonous queries coming in from customers, thereby alleviating the workload of your CS teams and freeing their time to spend more time on urgent questions.
Generally, businesses use chatbots to answer repetitive questions or FAQs. With the advent of AI, chatbots have become more competent. They can analyze customer behavior and make strategic business decisions. Chatbots can also assist you in automating numerous company processes, alleviating pressure from teams, and supporting the company ROI.
However, chatbots are still in development, with advancements being made daily.
The increase in usage of chatbots is on the rise and implemented by many SMBs and even large enterprises to take their business to a new level.
Chatbots are differentiated according to levels. They can provide answers to predefined questions, analyze the user’s intent using machine learning techniques and offer a solution by searching for it in the database, searching the database based on keywords, and providing answers.
Once it has reached the limit of interaction, it can be prompted to forward the call to the appropriate department based on the user’s intent.
And likewise, it uses different keys to answer the users’ queries and solve problems with the help of advanced AI.
What can a customer support chatbot do for your business?
Today’s customers expect speed, accuracy, and anything that saves them time from searching large content on websites. With this in mind, chatbots can be proactive with their prompts. Customer retention hangs in the balance of instant response; your customers can easily go to your competitor while waiting for your reply. With quick responses, you can build customer loyalty with your existing and future customers.
Chatbots can be set to work 24/7, with a message that a CS team member will be back online at a prescribed time, allowing your team the time it needs to get in touch once back on duty.
Resolving time-sensitive queries have never been this easy with the implementation of a chatbot, enhancing your team’s efficiency and retaining that valuable consumer.
Improve your social media support by automating it.
People have become more accustomed to using social media platforms. What if you could find a way to reach them when they’re more active? Customers frequently ask several questions on social media sites that will not be answered promptly.
Chatbots can help you tackle this problem by providing automatic responses to users. Talkbots is designed to foster customer-brand stable relationships.
You can do the following with the help of social media chatbots:
- Make it easier to communicate with customers.
- Respond to the user’s request as soon as possible to improve the user experience.
There are numerous Use Cases for the successful implementation of chatbots in various areas, including retail, travel, health, and entertainment.
Chatbots can understand not only different languages but also different Arabic dialogues. Our chatbot is the best-in-class NLP engine. It’s an utterly customizable engine that can power natural language assistants in a multilingual setting.
LOW CUSTOMER STRESS
Stress and frustration are reduced at various levels, not just when replacing the IVR system. For example, some consumers may feel uncomfortable if they need to contact the customer service department to explain the problem.
The ability to talk to chatbots instead eases these concerns. Prompt response and shorter overall resolution times also help mitigate negative emotional reactions from some customers.
Chatbots help customers stay happy and satisfied by streamlining the entire customer care process.
In closure, client service chatbots are designed and programmed to take your venture to the next level, supporting business and enhancing client engagement and commitment even further.
In a heavily digital empire, proactive brands who put in the extra effort to ensure a positive client experience win a huge ROI than their opponents.
The advantages of incorporating a CS chatbot as part of your CS journey are endless, we at Habot not only have a customer-centric approach but our chatbots are developed with a code-free platform allowing users of all levels to reap the benefits.
Design your custom-built chatbot in light of your client’s requirements, and stand out from your competition