The need to reach customers online is greater than ever, especially since the pandemic. Businesses have learned to consider ways to use technology and work smarter rather than harder.
The rising popularity of chatbots is a good example in this context. Chatbots combined with Conversational AI have proven incredibly useful for businesses in many ways, from handling customer inquiries to decreasing the workload of customer service representatives.
This blog explains the most significant advantages of using chatbots for customer service and why businesses are increasingly adopting them.
Why Chatbots Are Essential For Customer Service
Available 24×7
Chatbots are always available for assistance, which is vital in an era of rapidly reducing attention spans and patience levels. Customers prefer when they don’t have to wait for business hours to get help.
They can communicate with the bot and get quick, effortless solutions whenever needed. Besides, your chatbot won’t ask for a break or vacation, so you don’t have to worry about their availability.
Cost and Time Effective
A chatbot offers instant answers to customers’ questions, proving quicker and more efficient. It won’t put customers ‘on hold’ or transfer their queries between departments. Chatbots save considerable resources because businesses don’t have to hire and train customer service executives to deal with inquiries.
Additionally, a single bot can handle several inquiries simultaneously, further reducing hiring requirements.
Personalized Experience
Contrary to popular belief, chatbots can perfectly deliver a customized experience. Natural Language Processing (NLP) and Machine Learning algorithms have made them capable of comprehending the intent behind a customer’s inquiry and responding accordingly.
A chatbot can, for instance, recommend items based on customer preferences, purchase history, and browsing activity.
Constant Improvement
Chatbots are only going to get better with the advancements in artificial intelligence and machine learning. The more they interact with customers, the more they improve at understanding how humans speak.
They also learn to identify patterns and respond more accurately based on their comprehension. Businesses can take advantage of this by implementing changes based on the customer feedback their chatbots receive.
Are Chatbots Really That Popular?
Several multinational brands are already using chatbots to deliver an excellent customer experience:
Domino’s Pizza
Domino’s Pizza has an ordering assistant bot named Dom that helps with delivery and carry-out orders on the following platforms:
Facebook Messenger – Customers don’t have to leave Messenger to place their orders, nor do they need to link their Facebook accounts to their Domino’s accounts.
Google Assistant – Customers can link their Google accounts to their Domino’s account and use it to order from several devices.
Amazon’s Alexa – Ordering Domino’s Pizza is possible once users enable ‘Ask Alexa.’ They also have access to frequently asked questions here.
SMS – Users can order by texting the word or emoji for pizza. Domino’s tracks their latest orders and can create a Favorites list based on them. Real-time updates and tracking are also available for customers.
Sephora
Sephora has chatbots for appointment booking (Sephora Reservation Assistant) and shade matching (Sephora Virtual Artist). It also has the Kik Bot, a chatbot that offers makeup tips and how-to videos.
It also quizzes customers and makes suggestions based on factors like age and makeup brand preferences. Kik even knows how to use emojis and redirects customers to Sephora’s mobile site or application for purchase.
Capital One
Capital One launched a chatbot named “Eno” to reach the maximum number of customers. Eno is tasked with helping them manage their finances and track their spending. Customers can transfer money, make bill payments, and check recent payments, balances, and account information using Eno.
Eno is also available on the Amazon Alexa app, where it offers an additional security option for customers to create a 4-digit ‘personal key.’
To Conclude
Customer service is undeniably changing with chatbots. As artificial intelligence advances, they become more efficient, save time, and provide a more personalized experience.
Start using a chatbot today if you don’t already, and reap the benefits of improved customer service. You can start by consulting with a reputed chatbot app development company to know the features your chatbot should have.
