Why is chatbot necessary in customer service

We all have experienced our fair share of dealing with a representative of a certain company. In most cases, it has definitely not been a smooth sailing. This cumbersome process tends to consume a lot of time and to be honest, it sure does not seem like an effective way to communicate.

Nevertheless, with the recent surge in technology, automation has made life easier for businesses to accomplish various types of tasks. Also, the experts in this field have predicted that a large chunk of customer interactions will be handled by Chatbox in the future.

Now, before we head to understand the importance of Chatbot, we need to understand Chatbot and its usage. It is a software program which enables communication between organizations and their customers. A chatbot can have a conversation with a customer and it is not limited by technology. Thanks to the AI technology that is built into the software. Most of the time, chatbots communicate through messenger apps. A customer can ask a certain question and a right set of information will be provided by the chatbot. To add further to this, chatbot has the ability to remember what a customer says and can help to personalize the conversation in the future.

Chatbots are active 24X7 while a company representative can be online for a certain period of time. This is a huge advantage in itself. As Chatbots run with the help of AI, they can handle and monitor a large amount of website and in-app activity. it can also identify the issues faced by the customer and get to the bottom of it.

Chatbots can respond in real-time by presenting support through FAQs and virtual service agents and through different platforms and devices. Chatbots have a level of consistent responsiveness that cannot be matched by humans.

Within the last few years, there has been a large shift as messaging apps are being used more than social media. This displacement has caused companies to take notice of how big a player Chatbots can be. Nowadays, people are not just talking to their friends or work colleagues but are also interacting with brands.

This presents a huge opportunity to companies as they can create new revenue streams. These companies can also focus on acquiring new customers by connecting with them. many companies have already used Chatbots to their advantage while some are catching up.

Chatbots have enabled companies to save money by eliminating hiring and training costs. Companies are still spending big on identifying candidates, hiring them and then training them. While in the case of Chatbots, it is different. Since it is automated, you only have to train a chatbot once.

This feature enables companies to reduce their cost. So, instead of re-training or hiring more people, you can simply re-configure the software. Moreover, this software will also free up employees and they can focus on other challenging and creative tasks.

Customer service provided by AI technology is highly reliable and it cannot be matched by humans. Chatbots are free of biases and polarities that can affect their interaction with customers.

While it is highly possible that a company representative might get off on the wrong foot with a customer. In the case of a repeat business, one bad interaction can turn away the customers forever. There is a clear benefit in using a Chatbot as it will not take matters into its own hand and it is also programmed to transfer the call to the manager if it is not able to solve the customer’s problem.

Another advantage chatbots give to companies is that they are the representative of the company. A disgruntled customer comes in with a query, chatbot can within minutes help eliminate all doubts and problems. Since chatbots are online 24X7 and for 365 days, they can help customers whenever possible.

This is a great win for customers who feel that if their queries are answered right away, it will count as a positive experience. Hence, chatbots can help reflect positively on the brand that they represent.

These new technologies have presented companies with opportunities to scale even if they have limited resources. When a company launches a new product or a service, they can release interactive FAQs. This will help resolve the doubts of thousands of customers with a need for human interaction. This will also help companies reduce costs.

Chatbots help businesses to move faster to another demography by introducing their products and services to new audiences and simultaneously eliminating doubts of the customers.

The advancements made in AI is helping companies anticipate and predict the behavior of their customers. This will help companies resolve issues that have not arisen in the first place. So, this factor will help companies to stay ahead of the game.

AI technology is enabling companies to predict the customer’s purchase from its past orders and from what they browse. These features can help chatbots take pre-emptive action and dispel the doubts of the customers. This will surely help decrease customer abandonment rates, significantly reduce customer complaints and increase customer satisfaction.

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