There are many parts of your business that need to be at a high level in order to be successful. That is why it is sometimes hard for you to prioritize and decide where to invest money first. Or if you are in a financial crisis, you have a problem understanding what is important and what is not and on what you can reduce costs. We will tell you something you should never save on if you want to be successful, and that is customer service.
As important as it is to have a good product that you offer, customer service is no less important, because only with good service will you reach a loyal customer base. Anyone who once had a bad experience in doing business with you will probably not come back again and you must avoid this at all costs.
And how will you improve your customer service? You will do this by introducing a chatbot. What is a chatbot and what are the ways in which it can improve your business, you can find out in this article.
What is chatbot?
If you are not familiar with that term, it is time to learn everything about it as soon as possible, because it is not a matter of the future but the present. These are software that have the role of helping the customer because with the use of artificial intelligence, pre-programmed commands and other systems they can simulate the help they would get from a person through chat. They can be implemented anywhere and all large companies have been using them for years.
But know they are available to everyone, not just to the richest companies. There are simple and advanced ones, but great progress is noticeable from year to year in both types. At www.botsurfer.com you can read in detail about every type of chatbot. This will make it easier for you to decide which one or few of them you need.
Ways it can improve your businesses customer service
Every company would be happiest to be able to have customer service available 24/7 and to have their customers always get a solution to every problem within minutes. But this is of course not possible, primarily because of the excessive costs it would entail. Imagine how many staff it takes to work 24/7. So before the advent of the chatbot, a compromise had to be found between availability and cost, so availability was usually on weekdays during working hours and perhaps on Saturdays.
With the help of chatbot, the solution to the problem will be constantly available to your clients. Since it is software, it doesn’t need a break, and it also doesn’t cost you anything to work constantly. Because it is always available, even if it cannot completely solve the problem, it is enough that it will take the data of the clients and record the problem, so that people will be able to solve it as soon as the working hours start. Customers will always come back to you once they see that you are always there for their problems and that you respect them that way.
It will reduce workload
Many people mistakenly think that if you introduce a chatbot, it means that you will no longer have live support. Of course, this is not true, but the chatbot should serve to help employees during working hours, and to take over their work when they are at home. Since it is not yet able to provide completely identical help as a human, it is still necessary to keep live support. But it often happens that they are overwhelmed by the number of calls and messages and that they cannot manage to solve everyone’s problem.
In managed chat services, the process is manned by trained and qualified staff instead of chatbots. This offers Human-to-human interaction which is considered more effective as it adds empathy to the chat process. The best strategy is to combine live chat service with chatbots for a high-quality customer support experience.
This leads to customers being dissatisfied because they wait too long for a response and consider it your irresponsibility, even though too much work is actually the real reason. So let the chatbot gather basic data and answer questions that have been asked many times, and only if it is not able to solve the problem completely, connect the client with the operator. In this way, the burden on employees will be reduced, and also the client will not have the impression that he will wait long because he will correspond with the bot in the meantime.
Millennials will be pleased
Millennials are considered to be all people born between 1981 and 1996 and they are the first generation to grow up with all modern technologies. As they are now becoming the most important generation, it is necessary to implement as many modern technologies as possible because they consider it a reflection of a serious company. Chatbot is the first on the list of innovations that you must have in order for Millennials to want to do business with you.
Many of them think that this way they will get a better answer to their questions than if they talk to a man. If you want to be successful, you have to think of all generations, including Millennials. Not to mention Zoomers and Generation Alpha, the next two generations that, who unlike Millennials, will not be familiar with a non-digital environment at all.
It will collect data for you
It is software that will not only answer questions and provide assistance to clients, but also intuitively collect data about them and analyze them. This way you will get a lot of important information like the number of people who visit your website, their professions, age and much more. This way you will know what next steps you need to take. You can also collect information from surveys that way, much easier than having your employees call one client at a time.
Large selection of languages
We can freely say that the entire planet Earth is a potential market for you because of the opportunities offered by the Internet. You are no longer limited to your area, even if you are not a huge multinational company. Because of online shopping, you can offer your products and services to every person in the world.
But this leads to problems due to the language barrier. While a lot of people know English, you still can’t expect everyone to know. And it would be very expensive to have several employees for each language you need. But chatbot will help you. You can easily implement any language you want and thus significantly expand your market without increasing costs.
As different technologies are increasingly used and direct contact between people is increasingly reduced, you need to follow all these trends to stay competitive.
If you want to learn more about the topic, check out TechnologyAdvice.com.