While there was a time when chatbots were a novelty, they’re now a game-changer and a must-have in the business space. Artificial intelligence is making chatbots a whole lot more human-like regarding how they interact with and assist customers.
If your business doesn’t use chatbots, you don’t know what you’re missing. Continue reading to learn about five ways using chatbots can significantly impact customer service.
1. 24/7 Availability
Don’t underestimate the importance of 24/7 availability. Your customers expect it — so you should offer it to set yourself apart from the crowd. In this digital era where e-commerce is big business, people are used to getting what they want at a moment’s notice.
But what are their options if they need help when your brick-and-mortar business is closed for the day? One option is to offer chatbot technology so that customers can get answers to their questions 24/7.
You can boost sales and bring in more revenue since consumers on your website will have immediate answers to questions they need before making buying decisions. If they are forced to wait until 9 am the following day, they might find a different retailer offering what they want. Offering 24/7 availability is a must, and chatbots will ensure you’re always open for business.
2. Faster Response
Have you ever gotten so fed up waiting on hold that you gave up and hung up the phone? One part of great customer service is a fast response time. If your business relies solely on telephone support, there could be a long wait. That’s especially the case if there’s a higher-than-average call volume. Chatbot technology is a game-changer. Most customer matters can easily be resolved with chatbots and without customers having to get on the phone with a live customer service representative. So, people who have complex issues that require human intervention won’t have to wait as long.
3. Multilingual Capabilities
Are there people groups in your target market that speak languages other than English? You can use chatbot technology to offer customer service to customers who speak different languages. This can be a good strategic decision if you want to reach out to markets that are not adequately served or if you’re interested in entering new territories.
Using chatbots that are equipped with conversational AI means that the conversations between the chatbots and the customers will be more realistic. In fact, consumers might assume they’re speaking to human customer service agents via live chat.
4. Do More With Less
If you have a small workforce and struggle to provide the level of customer service you should, consider chatbot technology. Consumers can use chatbots to complete transactions without needing customer care agent intervention. You can also reduce call volume since many consumers can get their help via chatbots. Technology can help you provide a high level of customer service without necessarily having to go out and hire more workers.
5. Consistency in Responses
Another way chatbots can significantly impact your customer service is by providing consistent responses. If customers get different answers depending on what day of the week they call or which staff member they talk to, that’s a good way to cause mass confusion. You can avoid a lot of problems by ensuring that your customer service reps are on the same page. When you use chatbots, consistency in answers that customers receive will be a certainty.
These are some ways your business can benefit if you use chatbot technology. Of course, it’s essential to find the right option for you. But when you do choose a solution, you’ll quickly see how big a difference chatbot technology can make to your business.