If you go by a recent survey, “95% of consumers believe ‘customer service’ is going to be the major beneficiary of chatbots.”
Chatbots has made it easy for around-the-clock interactions and real time customer service. In this blog, we are going to analyse the future of customer interaction with chatbots.
Chatbots cannot be human. But they can think like we do and respond to queries like we do. With advances in artificial intelligence and natural language processing , machines can understand queries and respond to them just as we do, handling complex conversations. Replicating the rational human behaviour, which in turn is opening up a whole new level of customer engagement.
What do you think is cheaper, entire staff to manage your customer service department or a customer engagement software?
The answer is pretty simple. Upkeep and maintenance too are limited and aren’t likely to cost much.
Analytics captured automatically.
When your chatbots answer customer queries, they can be programmed to record the reactions to a feature or product. This helps the business learn how their customers respond to certain elements of the business.
Bots are still mostly text-based.
This means they give your customers the safety of a text chat with the conversational warmth of a human. Your customer service representatives don’t have to pick up the phone to get hold of you. And a text-based message from a business about a potential sale is likely to be far better received.
Devoid of human bias.
Machines learn through assisted learning or training guides or through real-life interactions. They don’t have the ability to think independently and so can’t be biased.
Tips for effective customer engagement with Chatbots:
Customers love personalization.
Chatbots are able to learn responses and can process a mountain of data in an instant. Customer details and history are easily fed into the CRM (Customer Relationship Management) systems meaning that your chatbot is likely to be talking to your customers by name and with background knowledge.
They’re easily integrated.
The flexible infrastructure of chatbots means that it’s really simple to integrate them with other channels to improve engagement. A simple example of this is having a chatbot initiate a conversation with a customer who’s made an online reservation. The bot can lead the customer to an online purchasing page and close the sale with the satisfied customer.
Enriching the user experience.
Consider chatbots as the ultimate brand representatives. After all, you can program them to know and say whatever you want them to say without the risk of a disgruntled employee. And they have real-time interactions with your customers. Adding this interactive option to your communication channels provides greater options for your customers to engage with you.
While almost anyone these days could build a bot with basic programming knowledge, business owners should be cautious. Building a bot and enabling business solutions through chatbots are two different kettles of fish. Rather approach an experienced and reputable chatbot expert who’ll work alongside you to unlock the potential that chatbots bring. Hope to see you use this facility to it’s potential.