AI Chatbots that can mimic human interaction through have found their way to the business world and are likely going to stay for good. And for many a good reason. In recent years, businesses have found novel ways to use chatbots that have resulted in reduced overheads, more sales, and happier customers.
Customers are also softening up to the use of chatbots, and actually preferring them in many instances, making them the perfect tool for customer service. Gone are the days when a customer service representative would need to answer the same question multiple times as chatbots can now handle routine queries flawlessly.
Are you still on the fence about using chatbots in your business and customer service operations? Then you're missing out on the following benefits.
Chatbots can reduce your operational costs in most customer service operations like contact centers by reducing the number of calls handled by human agents. In banking, for example, Juniper Research has found that the operational cost savings from using chatbots are expected to reach $7.3 billion globally by 2023, up from initial estimates of $209 million in 2019. And that's just for banking. Other industries are also reporting savings amounting to millions, thanks to their new AI helpers.
Better Customer Conversations
Conversational marketing may sound like just another marketing gimmick, but the data says otherwise. This new area of marketing came about due to today's customer expectations: to deliver a great customer experience, you need to converse with your customers or they'll simply walk away. Chatbots are a crucial aspect of the modern conversational marketing strategy.
Customer service reps can handle conversations while they're online, but what about after shift? This is where chatbots come into play as they can keep the conversation going even in the wee hours. With chatbots, the chance of losing a sale owing to the unavailability of a customer service representative is greatly reduced. By providing 24/7 support, you can assure customers of your company's reliability, which will positively impact your brand.
Improved Employee Experience
A lot has been said about the benefits of chatbots to customers. But how about employees, particularly those handling customer service queries? What are the benefits of chatbots to them?
Let's get one thing out of the way first: chatbots will not replace their human counterparts (they're still just one component the conversational strategy); they can, in fact, improve agent experience by making people in customer service more effective.
For one, chatbots can make customer service work less tedious. Customer service agents often have to answer the same question over and over from different customers. This is not only repetitive, but they also prevent people from handling more complex queries. A chatbot can be used to handle these repetitive questions, freeing agents up to handle more important tasks.
Another benefit is providing more contextual information to customer service agents. Chatbots can gather different types of data as they converse with users like age, gender, and interests. When a chatbot conversation is turned over to a human, the chat history between the bot and the user can provide the human agent with contextual information, which will allow him or her to deal with the concern and provide solutions more intelligently and quickly.
What We Can Do for You
Don't miss out. Chatbots are already making waves in improving customer service today. The sooner you launch your chatbot, the sooner you can experience their advantages in providing a remarkably engaging customer service experience to your clients.
Let's start building your custom chatbot today. Schedule a consultation here