Chatbots are a fantastic customer service tool. They will answer your customer enquiries in an effective, efficient and engaging way. They can help you save a fortune on customer service while increasing customer satisfaction.
Your customers will get their questions answered any time of the day, any day of the week. Chatbots are a dream-come-true for any business, regardless of its size. Before we dive further into this time-saving technology, let us first define it.
What is a chatbot anyway?
A chatbot is a conversational program. It will talk to you via messenger or a similar chat window, and it feels a lot more natural than the email.
In case you didn’t know, people hate looking for answers in F.A.Q. pages as much as they hate doing dishes. In fact, people expect answers within 2-3 clicks. People won’t bother to care that you are a small business.
Even on Sunday mornings, your customers want their answers immediately.
Chatbots are revolutionising customer service
Chatbots are a recent invention that businesses are using to improve their customer service. They are programmed to communicate with users using pre-determined conversation sequences.
So, is it like talking to an actual person? Not quite. You’re not fooling anyone.. yet. People can still tell that they are talking to a machine. However, that is bound to change soon with newer technologies in artificial intelligence coming in.
How Chatbots Can Be Helpful
People hate looking for answers in the F.A.Q’s and almost no one reads technical manuals. People use products or services right away, figuring out how they actually work on the go.
Your customer will only look for the answers when they can no longer find the answers themselves. We, humans, are also likely to use the fastest way we can to get the answers we need. Chatbots can save a great amount of waiting time and keep customers happy.
- They can walk your customer through multiple product options. This is a great opportunity to show your customer the potential of your offer without overwhelming them with a long catalogue. This also saves you from hiring a salesperson to explain it to them. They can even set appointments, order pizza, and book tickets.
- They can have forms filled out and take care of pre-screening customers. For instance, a chatbot created for a gym might ask health-related questions then suggest an appropriate package for the customer. An insurance chatbot might ask questions related to the customer’s financial status. A medical chatbot might need to take down a patient’s medical history.
Chatbots have an enormous potential for streamlining your business processes.
Chatbots Are Mainstream
Chatbots currently have a higher open and a better engagement rate than an email. This is new and exciting, and people are curious about it.
These are only a few reasons why some of the biggest global brands have started to use chatbots. Over 85% of businesses are expected to be using a chatbot by 2020.
Starbucks chatbot is helping its customer to place an order through a voice command or a text message. Pizza Hut’s chatbot can help a customer to order their favourite pizza or scout the latest deals through Facebook and Twitter.
Chatbots In Medicine
There is also an open-source chatbot named ‘Endurance’. Its main goal is to comfort dementia patients. It provides invaluable insights into the nature of a disease. Scientists can even review the logs and track deterioration.
Chatbots are conversational. Chatting with them is a lot faster than exchanging emails. Businesses should take a note of that.
Less friction on a customer journey = higher conversions!
As you can see, chatbots are easy to use, engaging and flexible in their application. Chatbots are also great for connecting with millennial customers.
Young audiences love using new technology.
They respond well to innovation.
Join the Chatbot Revolution
Currently, customers can still tell if they talking to a chatbot online. That doesn’t mean that your chatbot will be boring. Chatbots can greet customers by their name and recall past conversations. They can make suggestions based on previously given data. Although, before you decide to invest in a chatbot, we suggest you read this post that will help you to figure out if chatbots are right for your business.
Lastly, here’s a little challenge. Tell us about your business and how you would use a chatbot. Get creative! Share your thoughts with us in the comments section.
If you’d like to look into chatbots further, get in touch with us.