July 01, 2018
Chatbots are the user interface of the future. Advancements in Artificial Intelligence are fueling its development, and the possibilities are endless. Many businesses have already deployed Chatbots to enhance their marketing strategy and transform the overall customer experience.
In fact, according to Garner:
Chatbots will power 85 percent of all customer service interactions by the year 2020.
Here are 5 Ways Chatbots are Transforming the Customer Experience:
1- Quick Customer Response
“Please hold for the next available agent” – my internet provider.
Whenever I need help from my internet provider, or health insurance, or credit card company, or you name it, I’m almost always put on hold.
My least favorite part is having to listen to the smooth elevator music that loops in the background while an automated voice reminds me that all representatives are currently working with other customers.
This slow and frustrating process can be solved quickly when a chatbot takes the heat. There is no wait time, and customer service happens immediately, enhancing the customer experience.
And let’s not forget, Chatbots are available 24/7.
2- Automatically Track Customer Needs
“This call may be recorded for quality assurance” – my internet provider. Again!
The elevator music stops, and the announcement plays. I feel a slight relieve but also hope that the phone call isn’t accidentally disconnected and that I have to start this process all over again, although that’s a whole other issue.
Recorded phone calls allow businesses to keep track of the issues their customers are having. However, a company representative has to create the call logs, go over the information and condense it to present it to business teams.
A chatbot, on the other hand, can automate this logging process. While Bots ask users what they’re struggling with and provide them with solutions, they can gather customer preference data and learn in real time.
Bots can also automate data look-ups as well as extract data from various business systems, such as CRM, in order to analyze and generate critical insights in real time that can speed up the process of product and service development.
3- Increase Sales
The other day I had to upgrade a software application I use on a regular basis. I went to the company’s recently updated website and felt overwhelmed by all the options they offer.
A one-year subscription service vs. month-to-month vs. a perpetual buy-all-now type of license. Each option had a lengthy description of pros and cons, which I honestly did not have the time nor the desire to read.
When a chatbot popped up and asked me a couple of key questions, I felt relieved. It assisted me quickly and helped me make the right decision based on my needs.
It was a pleasant purchasing experience that left an emotional aftertaste, like a sweet espresso after lunch, inspiring me to go back to their website and check out some of their new products. I ended up adding more products to my purchase.
4- Know Your Peeps
When costumers go to your company’s website, they’re looking for a solution. However, they may not know what’s right for them right away.
If the chatbot has a conversation with them, pointing them in the right direction, then they’re more likely to buy your product and feel confident about their decision.
At the same time, this allows businesses to understand better what their customers are looking for and can help them optimize their marketing strategy.
5.- Increase Customer Satisfaction
Sometimes people can get into a funk. We’re all humans after all.
However, the last thing you need is an employee interacting with customers while in a bad mood. No customer wants to deal with this. These situations frequently occur since customer service representatives can feel uninspired by the repetitive work they’re doing. Workers like variety and rotation.
A chatbot doesn’t mind doing this type of work and can be programmed to have a playful persona, use funny GIFS and keep a great attitude while doing the “boring” job.
Moreover, chatbots remember all previous conversations with a user. So they can provide a personalized experience.
And the best part. It will cost you less to use the bot.
So, if you want to transform the customer experience, a chatbot should undoubtedly form part of your digital strategy.
Cognitive technologies are continually improving, making it possible to create powerful conversational interfaces that can help you better serve your customers and embark on the future of digital marketing.
Chatbots are also used for many business tasks, like collecting information about users, organizing meetings and reducing overhead costs. The benefits are significant and the cost to pilot and learn is low compared to other initiatives.
If you are ready to put this technology to work, contact us, and we can help integrate the right chatbot solution for your company.
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