When you make the customers happy, the business flourishes!
In a business scenario, a heavy emphasis is laid on customer service to make sure that a customer makes a purchase and is impressed enough to come back again. The loyal customers are your self-propagating marketing channel who spread a positive word of mouth.
Big enterprises keep aside a big part of their budget for improvising the marketing funnel that primarily focuses on building good customer rapport. With technology advancements, the customer engagement models have become digital and AI-driven chatbots have unleashed the new potential to the entire customer care ecosystem.
These self-learning bots are available 24 * 7 to serve the customers with increased efficiency. Capable of better response time, they are being loved by the customers, 36% more than human interactions. With AI turning to deep learning, natural language processing is making chatbots more humane. At Techechelons, we built such AI enable chatbots to increase the potential of businesses.
Chatbots are edging closer to a human way of interaction and that is what makes them a tireless channel for better customer experience.
An extensive study was conducted in 2018 where customers were asked what would they use the chatbots for and the answer left us spellbound. 37% of the users voted that they would use a chatbot to “get a quick answer in case of an emergency”. Your customers are right there waiting to trust the chatbots. With the implementation of AI, you can serve them exactly what they want.
Let us see how else chatbot can change the interaction level for you:
Serve your customers over messaging apps
Chatbots offer a personalized experience
Quick to answer
Did you know that around 1.3 billion Facebook users are on Facebook messenger? It would a brilliant idea if Facebook or any other social media page would connect with your customers. It would save them the trouble of visiting your website or calling your customer care for any help.
Imagine that you’ve deployed your chatbots amongst the current army of 300,000 bots on Facebook messenger. Your customers will be delighted to find you where they spend around 11% of their daily time. It will become very easy to connect with the customers and help them with solutions. There is no limitation to what you can do with these chatbots. Once connected to your customers, it can be used as a new and latest marketing and sale funnel.
For sure – It is a delight for any customer if a business service is so readily and easily available but why are we focusing on AI here?
Well, let us tell you:
Enabling artificial intelligence allows you to fetch users’ public data and make decisions according to it. You may decide whether or not to pitch your customer with a product, depending upon his/her previous responses. It will also be possible to collect chatbot’s all data and analyze the pattern, customer satisfaction rate and other important metrics using AI algorithms.
Customers are expecting a lot from the business. They are no longer impressed with a good product or good service only. Customers are demanding more and they are happier if you just guide them with what they want to get out of your product or service.
So you give them instruction manuals and guides, but they still struggle with the usage of some features. Before they pick up their phones to call you, let a chatbot guide them through. It saves them both time and effort. Additionally, a dedicated chatbot can guide them until they get accustomed to complete product usage. With AI algorithms integrated into this system, your chatbot will be able to fetch dynamic information and guide the users. This way is perfect to optimize the customer support channel without wasting any resources. In case the chatbot is not able to help the clients completely, they are always open to give your customer care a call.
Adding a chatbot to your product guide services encourages your customers to know more about your product and it reflects that you care for them.
How do you feel when a chatbot greets you with your name? Feels good and connected, right?
A human customer care agent has a limitation on how much can he recall the last conversation with a client. With chatbot’s self-learning potential, it saves all the previous chat information it had with a customer and continues further interaction on that basis.
The smart chatbot today is able to understand the intent of the customers and can deal with them the way it leads to better conversion and more engagement. With 40% of the customers not caring about whether the interaction is with the human customer care representative or a chatbot, the personalization of support is more important. Interaction with chatbots is very impressive as they have cognitive ability to understand humans and can express their concern or interact in a way that humans feel connected better.
Chatbot development has led to the consumer world witnessing better chatbots that learn the dialect of the customer and handle him the same way. They make customer service a delight to be used.
Multi-tasking may limit your employees but not chatbots.
The business world has turned very competitive and that is why businesses are spending more than $1.3 trillion on customer service calls every year. The on-call customer service is not only cutting into the pockets of business but is also ripping off the productive time with 80% of questions being repetitive.
To save money and time, it is best for businesses to move to chatbots.
Chatbots are developed not to replace human skills in propagating business but to augment them. It frees humans to put their time and effort towards more productive work that the software and application cannot do.
Improvisations in chatbot algorithms are leading to better customer experience and hence an increase in business growth.