Nothing beats a human connection with it comes to customer service. However, employing emerging artificial intelligence technology in the form of chatbots, some customer support processes can now be automated.
While nothing can entirely replace a human customer service rep’s personal and customized touch, such as that of an Xfinity user being able to call on Xfinity phone number for a prompt response. Regardless, chatbots can aid customer service by automating repetitive tasks, increasing the speed of the workflows, and also modernizing the customer experience.
There is no doubt that chatbots are revolutionizing the customer service domain and so let’s find out how they are achieving so.
Customer Service Chatbots
A chatbot is a chat service that provides live chat to customers using artificial intelligence (AI) and machine learning. It has been built to recognize and react to typical questions using keywords. The chatbots are a type of self-help customer service, similar to FAQs or knowledge base pages, in which customers access information to help themselves rather than depending on a live customer service representative to perform the job.
Unlike FAQs and knowledge base sites, the chatbot retrieves and presents relevant information to the consumer directly depending on the question they’ve asked, eliminating the need for the user to wade through self-help publications. Even though chatbots are trained to use the company’s knowledge base information, the information is delivered to the consumer in real-time, allowing the customer to quickly resolve simple customer support concerns.
With today’s AI technology growing more advanced, a chatbot can often be mistaken for a live agent on the other end of the conversation. Customers seeking an instant solution to their difficulties on a platform that offers the services 24 hours a day would appreciate this.
Types of Chatbots
There are several types of chatbots present in the market, offering a different level of expertise. These assist in the resolution of various business issues, and selecting the optimum for your company is crucial.
Chatbots for the Automation of Customer Service:
These are the most commonly applied type. By providing smart chat answers to typical client difficulties, they let you automate the repetitive customer support chores that take up a lot of valuable time from your live agents. In a smart chat platform, they’re essentially your FAQ or knowledge base page.
Chatbots for Lead Generation Purposes:
These chatbots are designed to take leads from visitors to the website, allowing you to rank and track them as they progress through the sales. These types of chatbots are typically employed in the enterprise software area, and they ask inquiries about what you are looking for and how they can assist you. This then also helps in qualifying leads based on the information that the customers supply, ensuring that no web traffic is missed out on.
Order Tracker Chatbots:
Much of order tracking has been automated as it is a monotonous process. By providing chatbots for tracking online orders, it gives the customers a simple way to track their orders and get their shipment data. When the consumers can easily follow their order statuses without having to disturb or choke the phone lines, it makes the process smoother for the customer and also the company.
Feedback Collecting Chatbots:
Through their simple chat interface, these chatbots can ask for surveys reasonably. Customers are more inclined to submit feedback in this manner, which can provide important stakeholders with valuable insights about customer behavior and product feedback. Typically, more so than a standard market research poll would provide.
Importance of Chatbots for Customer Services
Chatbots have risen to a high value in the customer service domain, and the following is how it adds value to the companies.
1. Going Global
Customers from all over the world can purchase products from successful brands. However, offering customer assistance in several languages might be difficult. By providing chatbot support in several languages, chatbots can help reduce the expense of recruiting multilingual customer service employees. This means that you can take care of all of your overseas consumers at any time of day or night.
2. 24/7 Service Does Not Stop
Technologically savvy customers are always online, which means they want what they want when they want it. The same may be said for customer service. This can be difficult because most firms aren’t set up to have customer service support teams available 24 hours a day, seven days a week. This can be both expensive and inconvenient. That’s where chatbots come in handy. Chatbots can ‘take up the slack outside of your team’s regular business hours by assisting your clients with their problems swiftly and efficiently through intelligent chat.
3. It’s A Multi-Channel Solution
Customers nowadays communicate with your company through a variety of methods. Email, phone, and social media are all examples of this. You can improve the customer experience even more by using chatbots in your customer support toolbox. Customers may receive the answers they need whenever they want thanks to chatbots.
Chatbots have become a very successful technology that can and should be deployed by any business due to several benefits in terms of improving customer service and cost savings.