Chatbots are the future of customer service. They are conversation-enabled software programs that interact with consumers through live chat interfaces. They take people’s queries and complaints, and offer relevant answers. They solve routine problems and make appropriate suggestions for smoother transactions.
If you own a business that’s growing steadily, you might want to take stock of your customer service capability. Would it be wise to invest in a chatbot or should you continue with traditional human customer support? Chatbots are expensive no doubt. But given the cut-throat competition, shying away from an upgrade might cost you in the long run. In the following paragraphs, we will help you identify where your business stands on the automation trajectory, and understand whether or not you need a chatbot.
This is a clear sign that your customer base is increasing and you have more customers to serve on a daily basis. While you might be managing fine just yet, in future it might lead to longer queues and call wait times, resulting in dissatisfied customers. Plus, executives tire out towards the fag end of their shifts causing a drop in customer engagement and call quality standards. Chatbots, on the other hand, are computer applications that never experience fatigue and have the ability to handle tens of thousands of queries simultaneously.
A Mckinsey report states that 75% online customers expect assistance within 5 minutes. As a chatbot does not have any working hours, never falls sick and never goes on leave, you can serve your customers round the clock throughout the year. Consumers can call in anytime and have their issues resolved instantaneously. This will go a long way in building a strong relationship with your stakeholders. This is very critical in banking industry where the need for AI based customer support assistant is rapidly growing.
A survey shows that 83% online buyers are more likely to complete a purchase if they have a virtual chat assistant walking them through the ordering process. Therefore, if you are into buying and selling goods online, getting yourself an AI-driven chatbot to serve customers and suppliers could be a worthwhile investment.
A new survey shows that customer service call centers spend about 60% of their time answering simple questions that can easily be handled by an AI-powered chatbot. If your customer support team is doing the same, maybe it’s time to get a chatbot. It will save you a lot of man hours which can be utilized to do more complex tasks that warrant human intelligence.
If you have plans of expanding your business in future, investing in an AI conversational app might be a shrewd decision. It will support far more customers in far less time. It can offer accurate solutions to simple day-to-day issues. It can also prevent small problems from getting out of hand and keep your business running smoothly.
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