Customer Service and Shat Bot
Companies are under intense pressure to increase revenue, reduce costs and provide better customer service. In a demanding market, improved fast-time processes are the key to success, and in this context, ARTIFICIAL INTELLIGENCE (AI) paves the way for automation, hot bots and smarter experiences.
Of all the options currently available that work with ARTIFICIAL INTELLIGENCE, companies are improving customer service with chat bots more and more, and there’s a good reason for that.
ChatBot services provide that easy sharing that suits your customer’s busy work schedules and multitasking, millennial-like lifestyle. It allows you to be where your customers expect you while providing them with a more natural way to interact with the brand.
Their impact is so far-reaching that Gartner says that 83% of participants — IT-focused companies — say they have developed or will complete the development of chat bot script by 2023. But how do you make the most of chat bot, and how can your customers benefit from it? It all starts with a successful first meeting.
Submit chat bot to your client
With all the hype, a set of misconceptions and myths about chat bot also emerged. They are often seen as a magic solution that automatically learns to answer like a human being, leading to disappointment in realistic implementation.
Although chat bot has potential, it is necessary to understand the fact that it is implemented. So, how do you make it easier for your customers to see the value in your chat bot solution.
First, there should be no doubt that customers interact with chat bots. Nearly half of consumers interviewed in the Business Insider study said they prefer a useful, personal bot chat. So don’t make a real impersonation mistake. This will help distinguish the channel, and will determine customers’ expectations as to what can be done.
Secondly, current trends suggest that chat bots should be a comprehensive channel. Whether it’s an instant messaging service, a company website or a voice channel, the information and possible actions must be consistent across each of them. This allows you to recognize your brand wherever the customer chooses to contact you, which also takes us to the tone of the language.
The chatbot tone must correspond to the target market and the channel used. If the goal is to collect potential customers on a landing page, the tone should be friendly. If chatbot will support ongoing installations of a field service company, this should be clear.
All the things that have been taken into account, and most importantly, chat bot should seem like playing the role that customers expect to play.
Unique examples of chat bot
As a user, you may already have encountered many chat bots, from the worst to the best. However, there are always experiences that delight us, not only through the ability of chat bot to solve our problems, but also through the way they work.
Enhance customer service with chat bot
According to the Live Person poll, of the 5,000 customers interviewed, 67% used chat bots for customer support last year, proving that chatbot is no longer an alternative way to get support. It is one of the main channels used by customers and from which they expect solutions to their problems.
Chatbot interactions usually occur after potential customers scan the product long enough for specific questions to appear. Instead of calling a support number or communicating through other means — such as a communication form or email — they can take advantage of the full availability of chatbot for immediate answers, ensuring increased efficiency and customer satisfaction.
The sat bot can address specific problems by understanding what the customer is looking for, what the problem is and how best to solve it. Next, he can make contextual suggestions, help with decisions, provide additional information, or recommend alternative ways to solve problems.
While connecting to customer services or calling a support line that provides personalized assistance, for most questions, customers need direct answers to simple questions. This is where chat bot shines the most.
Reducing operating costs with chat bot help
A study by Juniper Research estimated that chat bot services will help save more than $8 billion a year by 2022 in banking and healthcare alone. This is achieved mainly because a single chat bot can perform the same tasks as many human agents to serve customers non-stop. But that’s not all.
ChatBot services help companies expand their teams and make them more efficient. For example, The Shuttle can easily handle lower-value customer service queries and reduce traffic to other support channels.
This allows employees to specialize in more complex scenarios and get more time to focus on higher-value interactions.
Juniper Research’s study predicts that the number of queries chat bot can handle could increase by up to 90% by 2023. Even when the customer starts interacting with chat bot and later moves to a human agent, the query cost less than when the customer moves directly to the support line.
A 24-hour support team and 365 days a year are essential for some companies, but hiring human staff can be very expensive. Chat Bot services are a way to significantly reduce operational costs without replacing the human point of contact that customers need to solve more complex problems. The question is not whether you need chat bot, but what is the best way to integrate them into your processes to improve customer service.
Measure success in using chat bot with customer service
After you run your chat bot, it’s important to understand its impact on your business. You should aim to keep the conversation flowing, and guide the user as quickly as possible to the desired result. However, the ultimate goal of chatbot is not to create a conversation, but to add value to the user.
The number of conversations created cannot be a measure of success because it doesn’t explain anything about customer satisfaction. With the ultimate goal of reducing operational costs in mind, consider success measures such as the number of questions answered or the total time it takes to solve problems across all channels.
A large number of conversations with low percentages of questions should also represent a red flag solution. This means that you must change your chat bot behavior to better suit your customers’ needs.
Check if it’s ready to answer the most common questions or if it takes a long time to come up with solutions. Both employees deny two features for which customers are looking for chat bots.