How can you reach your customer or answer their inquiry if you’re not 24/7 available? Thing is, customers expect businesses to instantly respond to them whenever a question pops out to their mind. Unfortunately, that is impossible. But again, thanks to technology for introducing Chatbots.
Chatbot, according to Hootsuite, is a piece of automated messaging software that uses AI to converse with people. It is meant to attend customers’ concerns whenever any representative is unavailable or if the query was received beyond business hours. Basically, chatbots needed to be programmed with the right responses that will satisfy a specific set of customers’ expected inquiries. It should be programmed with basic information, FAQs and such.
This new form of business messaging has been agreed by the majority as a modern and effective way to communicate with customers. According to Business Insider, 80% of businesses want chatbots by 2020. Facebook data shows that 53% of people are more likely to interact with a business they can message directly.
Is this cost-effective?
Any business would want to cut down their costs without compromising the quality of their service. Good news, chatbots can help businesses save up to 30% of service costs according to Chatbots Magazine.
As the domino starts to fall down the line, it will create more positive results, considering other things constant. As customer service experience improves, it will create more loyal customers.
Also, chatbots are also used to generate more leads to potential customers, to re-engage former customers and to reach the audience in the most direct manner. Who would make an effort to compose a lengthy email or make a phone call if you can talk to a chatbot like how you do to a friend, right?
Should we say goodbye to humans?
A common question would be, will these chatbots replace people and take over their services? No, it will not. Businesses still need humans as all the gathered information and queries from the chatbots will still be processed by us. And all the harder and immediate queries will also be attended by humans. Chatbots will just make their jobs easier and the customer service experience better. Of course, we want that. We still have a long way to go if we want an all robot/AI set up society.
Also, there are still options where the customer can speak to a real human support agent if anything gets difficult.
It’s not that the Chatbot can do everything. It also has its own limitations but to think that it has been proven to help the business reach its customers easily, no wonder why a lot of business and strategists swear on its function and expected growth in the next few years.
The real question is what’s more expensive than losing customers because of poor customer service experience?