How Chatbots Can Make a Difference in Customer Service
Chatbots have emerged as a recent trend. They are being abundantly used with Facebook Messenger and mobile messaging platforms. But what is it that has led to this sudden buzz? Why are chatbots becoming increasingly popular?
Chatbots serve as an efficient technology for sending automated messages and receiving customer messages. The more updated versions are supported by an innovative type of AI known as Natural Language Processing (NLP).
This approach allows machines to comprehend human languages and accordingly respond to the same.
Chatbots have become an important part of customer service. They provide support with live chat and calls.
Initially, the software was used to answer simple questions making it easier for customer service representatives to focus on other tougher problems. Now, the system uses better AI giving more ways of customer communication.
Let us take a look at some of the benefits chatbots provide:
1. Available 24/7
Most consumers have heard the boring music as they wait to get connected to a customer care agent. However, in the recent times, there is no need to wait for the next available operative. This is because chatbots have replaced the way customers connect with a brand.
Chatbots are virtual robots and therefore never get tired or make customers wait. They are always ready to obey commands throughout the year without taking a break. This ensures that customers are satisfied and your brand ranks higher in your industry.
2. Customer Handling
Humans can only handle a limited number of things at a particular time. According to studies, humans can focus on 3-4 things simultaneously. If a number of things are placed on their plate, they tend to get confused and start making errors.
On the other hand, chatbots are capable of handling several conversations at the same time without any errors. The time of the day or the number of people contacting you does not matter. Chatbots can manage it all.
As a business owner, you may have several employees who need to be paid for the work they do. These expenses keep increasing as your business expands and the number of employees increases.
Chatbots, on the other hand, are a one-time investment and effectively cut down on the staff you need. Chatbots offer customer support and can be integrated to take care of some of the basic queries while the complex ones are transferred to the customer care representatives.
4. Guaranteed Customer Satisfaction
The way humans respond to customers is dependent on their mood and emotions on a particular day. If an agent is in a good mood, he will positively respond to the customer. On the contrary, if he is not having a good day, he may not react appropriately.
Chatbots are configured with certain rules and must follow them for as long as they work. They treat every customer with respect and respond in the most polite manner possible, no matter how rude the customer may be.
Furthermore, in the travel and hospitality industry where customers speak various languages, bots are trained to communicate in the language of the traveller.
5. Automate Frequent Tasks
Employees don’t like doing the same tasks over and over. If they do, they tend to lose interest and are prone to making mistakes. Chatbots automate repetitive tasks and ensure that they are done at the right time. This improves productivity by saving the employees’ time.
6. Personal Assistant
Bots can be used for recommendations, tips, guidance, and other sorts of information. This helps people to feel connected with the brand and establish a more personal bond. Moreover, chatbots remember the choices a customer provides and in future respond as per their tastes and preferences.
Chatbots have several benefits for businesses. They help to save time, money, and effort thereby improving productivity and efficiency. Chatbots work 24/7 without taking a break and help in earning more revenue.
In fact, with the latest advancements lsuch as AI, NLP, and Machine Learning, the system is becoming more intelligent where it does not require too many instructions from the employees.
The future of chatbots is definitely bright and shining with more business organizations integrating it into their system and benefitting from it.