What was the last time you had a chat with a customer service agent where you might be complaining about a product you had received? There is a possibility that the agent you were speaking to was not a person but a talking bot. Chatbots have begun to revamp the customer service industry.
As per Gartner predictions, by the year 2020 more than 85% of customer support will be handled by machines. Chatbots save money and effort by automating customer support.
Lately, the evolution of Artificial Intelligence is at its peak, and Chatbots are a part of this huge AI wave. Today, messaging apps like Facebook Messenger, WhatsApp, Slack, etc., are used by almost everyone. With the widespread of messengers, chatbots which can converse like human beings are becoming increasingly popular.
Here are some features of bots which make them hard to ignore.
High response rate:
A lot of messages received on a company’s website and social media channels go unanswered. But, chatbots ensure 100% response rate. Good response rates can help a company win customer trust.
Better customer service support:
Some people would want to ask about the status of their order after their office hours. Chatbots are available 24×7 to answer the queries of users. This eliminates the waiting time and enhances customer service of a company.
Understand customer behavior:
Chatbots use data and trends and adjust the responses accordingly. This can help a company get insights into its consumer behavior. The company can provide discounts on the products based on market demand. Some chatbots can assist users in finding the right products or services.
Processing multiple requests:
Chatbots can handle multiple queries at a time with precision. A live agent can only handle 2-3 communication at a time, while chatbots have the capacity to handle multiple queries or requests. With chatbots, volume is never an issue.
Increased engagement opportunities:
When we open a website, we often see a friendly greeting at the bottom corner. It is becoming important for every business to have this tool to stay in the competition. Chatbots are a cost-effective and easily adaptable tool to engage with the users.
A highly engaged customer is likely to reach the bottom of sales funnel and chatbot has the potential to engage with the audience proactively.
Thus, bots have gained prominence in the customer service segment. They limit the possibility of human errors and are available to address user issues 24X7. This technology might still take time in creating an ultimate seamless experience for customers, but this is the future of customer service.
