Understanding How Automating Your Customer Service with Intelligent Bots can Boost your Sales
Chatbot services are in huge demand in India. All thanks to the AI-powered chatbot technology, a huge chunk of their customer support operations have now been off-loaded to robots by most businesses. It helps them to dramatically cut their operational costs and help them in delivering better customer experiences in the process.
During its early days people believed that the Chatbot service was just a marketing fad and would eventually vanish with time. But with many businesses incorporating the chatbot service overtime to provide better customer support to their customers, they were proven to be wrong. And, the end results were undoubtedly fruitful.
This article will help shed some light on explaining how chatbots can help in providing better customer satisfaction.
What is a Chatbot Service?
A chatbot is an artificial intelligence software application program used to conduct an on-line chat conversation via text-to-speech or text, instead of providing direct assistance with a human agent. Pre-written response messages are sent back based on the previous message sent by the customer. These services are programmed to respond to phrases and simple keywords about certain issues. Depending on the information received, appropriate responses are given by the bots.
Some chatbots are so advanced that it becomes difficult to differentiate them from human interactions. Thanks to their demand and popularity these days, they have become one of the fastest-growing communication channels for big brands getting thousands of visitors everyday.
Benefits of Chatbot Service for businesses
Offer Instant Response
Long queues are disliked by everyone! More than 75% of customers dislike long waiting times and leave businesses due to this. This shows us that not getting an immediate response is among the biggest frustrations among customers, leading to customer churn. FAQs requested by your customers can be addressed quickly and effectively by utilizing chatbot services in combination with other forms of communication.
Even in case your chatbot fails to answer the customer’s query correctly, giving an instant response will still leave a good impression on the customer.
Round-the-clock Support
One of the best advantages of using chatbots comes with offering your customers 24/7 assistance. This not only helps in staying ahead of the competition but also gives your business the edge. A quick resolution speed will naturally be at the top of every company’s priority list, when they expect their customers to be accessible to their business all the time.
One big differentiator when it comes to retaining customers is being able to fix an issue in the first contact itself. Having a customer service chatbot allows it to respond quickly even when the support team is not available by accessing comprehensive resources
Seamless Integration
In scenarios when the issue is complex and requires live assistance, Chatbots can transfer the customer’s issue to a human agent. This seamless integration removes the need for the customer to repeat their issue, improving the overall customer experience. The representative can pick up where the bot left off by just reading the previous thread.
These chatbots can also personalize customer interactions after combining with CRMs. They can do this by looking up for information about each customer and then referencing this with relevant information.
Minimize Costs
All thanks to chatbots, you can now improve the quality of your customer support while saving big on staff costs. With chatbots, you can provide customer service training and also maintain a robust support team without investing in hiring support agents.
Moreover, chatbots make it easier to maintain the same level of quality for business by managing multiple customer support tasks. Moreover other costs like training customer service staff, hiring more agents, and maintaining a robust support infrastructure can be eliminated
Task Automation
Your chatbot services can perform follow-up functions when one of your service reps is unavailable, such as assigning cases to your representatives and scheduling customer meetings. Some bots can even send follow-up emails after resolving a customer’s case. Task automation like this helps you keep a track of customer issues and also enhances customer experience
Boost Your Sales
Providing your potential customers with the right information at the right time greatly increases your chances for closing a sale. A chat bot can not only help you with this, but also, do a lot more than just answer your client’s queries.
Chatbots can guide the user through the website or online store and offer proactive assistance as well. Features like assisting and advising the user can be implemented, for example, by pointing out appropriate offers.
Reduce IVR frustration
Interactive voice response (IVR) systems during phone calls haven’t been very popular amongst the customers. Not receiving personalized responses after listening to the menu for a lot of time is a recipe for bad customer service. The IVR causes many other inconveniences to customers.
For instance, hanging up on calls, routing calls to the wrong departments, and having limited options. Chatbots for customer service give businesses an effective means of reducing the frustrations caused by the IVR.
Some common uses of Chatbot Service include:
For marketing purposes: Product consulting, data collection, lead generation, and customer interaction.
Incorporating in Customer service: Using Chatbot services for providing support and answering FAQs.
Support in IT service helpdesk: External/ internal service desk applications
Using in Sales: Analyzing and qualifying leads.
In other words, chatbots are the best technology trend that you must incorporate in your business as they are way more capable than you think! Especially if you wish to offer a seamless experience to your customers.
At Legacit, we offer technologically advanced and integrated call center services that meet your business requirements just right. We’ve also offered AI chatbot services to help many of our clients give their customers the best customer service experience.
If you are looking for support to quickly deliver solutions that both meet the expectations of your customers as well as that which allows you to handle a large amount of volume at the same time, then wait no more. Contact our experts at (0484 4348888) and give your customers the best experience when they visit your website