These days there is a lot of talk about chatbots. If you are not familiar with digital marketing then you might not know what they are. You might even have conversed with them without knowing that they are called chatbots. So what exactly is a chatbot? Well, a chatbot is a live chat interface software that acts as a customer service representative for the company.
Chatbots are backed by extensive data from the company’s servers and thus can help you resolve your queries and answer any questions you may have about the business’s products or service.
Studies show that consumers love chatbots as long as they are of high quality and use AI technology. Let's take a look at how chatbots are changing the client experience for the better.
Chatbots create a Win-Win situation for both the company and its customers. The customers no longer have to wait in a long queue to get to the customer service representative, and the company does not have to spend money on hiring or outsourcing their customer service operations. Let's be honest, we all hate to wait in long online queues. This is why recent studies have shown that customers prefer businesses to have chatbots on their websites.
Whether it’s the Christmas holidays or there is a storm in the area, you can always contact the chatbots for your queries. Traditional customer service representatives might have taken off on such days, but not chatbots. With chatbots, you can contact them 24/7 all 365 days of the year.
Facilitates Smooth Transactions
Instead of searching the entire website for the product you want to buy, did you know you can ask the chatbot if they have a certain product? The chatbot will provide you with a link according to what you asked for. This is the perfect example of an AI chatbot. You can just follow the link and complete your purchase. The online purchasing process has always been easy but it was never this smooth.
Chatbots are a great way to extract much-needed information from the customer. If you ask the customer to fill out a long-form, they will get annoyed and may not even proceed, however, if they are conversing with a chatbot then the chatbot can ask them certain questions like “what is your email address in case we get disconnected?”. Now the chatbot asked the question by creating a need for it, however, by doing so the customer provided his email address, the same way chatbots can fill entire forms for customers. So it wouldn’t be wrong to say that chatbots make filling forms fun.
No Time Limit to Chat Sessions
In traditional customer services, the customer service representatives were given a certain time to resolve queries so that they can cater to all the customers waiting in queue to talk to the customer service. This made the customer service representative try to resolve the issue as quickly as possible. This can be a problem as it can result in bad communication and a partial resolution to the problem. On the other hand, you can ask a million questions to the chatbot and they will answer. Thousands of people can access the chatbots at the same time, so they don’t have any other customers to move on to. When you are conversing with a chatbot you have their full attention.
These are some of the most effective ways that chatbots are not only changing the client experience but also helping companies to keep improving so that they can keep on serving their customers in the best way possible.