Instant messaging and artificial intelligence have become fertile ground for the emergence of the phenomenon of chatbots in recent years – a universal and quite handy form of customer support. Issues that have been discussed with clients for a long time exclusively through telephone conversations and emails are nowadays solved with the help of tiny conversation windows on the websites of countless world and local businesses. Why do you think this has become so popular? Of course, the psychological dependence on texting has had a huge impact here. The authors of this concept took it into account in order to make the most attractive solution that would attract customers to share their problem or dilemma in this way or so request the necessary information or advice. Messaging other people is a part of our everyday life, therefore we shouldn’t be surprised that the possibility of chatting has improved the resolution of queries so much and aroused such interest.
Entrepreneurs have recently been unmistakably opting for this type of communication with their clients. And, if all this seems interesting and modern to you, but you’re still not familiar with the progress that can be made this way as much as you would like to be, we advise you to consider these few points.
It’s the latest technology product
Exactly what we talked about in the introduction. Teams that deal with customer support and communication with potential and current clients know very well how much the following trends affect the overall performance of a company or business. By installing this system, you get exactly that – a product created by combining the latest technologies and artificial intelligence. It contains all the information and potential solutions to the problem and doesn’t need our assistance as it will be in contact with users instead of us.
The very description of this operation is quite attractive, and that button on your website will let everyone who bumps into it know that you aren’t leaving all those inquiries to chance. Not only that but also that constant looking for innovative solutions in order to contribute to a better understanding of queries and informing those who send them matters to you.
You may have workers in your company whose job is to answer various questions and inform people. However, it frequently happens that these issues come at a time that conflicts with team working hours, holidays, non-working days, at night… Someone would leave it to chance and just let the client call when the working day starts, but that system’s slowly becoming a thing of the past. Those who urgently need assistance don’t want to wait, and the more dissatisfied they are, the more likely they will turn into former clients.
Since the human factor isn’t required for the chatbot operation. you can activate it and relax, as it’ll handle the questions that come this way at any time of the day or night. Its performance also involves forwarding certain requests to the team in charge of customer relations, which provides more security.
Quicker problem resolution
This point is quite connected to the previous one. Endless waiting on phone lines or emails that remain unanswered for days can only make a sensitive situation worse. At the same time, there’s an impression that the company doesn’t take the needs of its customers seriously enough.
Having in mind that this type of conversation can be programmed to answer recurring questions, this can save a lot of time for customer relations agents and give them space to increase the number of successfully resolved cases. The instant answer received will at least satisfy the standards of those who ask inquiries to some extent, and in most cases solve their problem completely.
The principles on which customer support is based include the advice that customers should be addressed by name. In this way, we show that we listen to them and personalize our approach so that they feel more relaxed and the conversation flows more easily.
Since we can’t use our own voice when creating chatbot mechanisms, preference is given to personalized messages that will include the person’s name, possibly location or other similar terms. There are many factors here, and when you click here, you can read many more tips to help you take this process to the next level. Much better than just average auto-generated greetings, right?
Gaining more information on your customers’ opinion
This option shouldn’t only exist as a channel through which your company helps customers, but should also be the opposite – it should provide you with a kind of insight into the opinions, attitudes, and feedback that users leave. We don’t even have to mention that this type of information is, to put it mildly, much valuable when it comes to possible corrections, improvement of the business system or enhancement of the product being distributed. What could be more important than first-hand experience and comments from loyal consumers?
Significant data can be obtained through the details noted by the chatbot, such as the most common problems that cause people to report, website issues that need to be corrected and the general opinion about the service itself, as it’s possible to create mini questionnaires to which chat users will be able to answer.
Less human errors
Last, but not least – we’re all human and mistakes happen. They happen all the time and everywhere. No matter how detailed and comprehensive the training that customer support agents go through is, there can always be a situation in which knowledge might simply ‘freeze’ for a moment. Sometimes, precisely in the moments when we want to finish everything in time, such things emerge and, true that, might cause various reactions. But that’s something that’s expected in every business.
There will be no such problem with this type of communication since a huge database has the answers to any query. It’s made with great care just to avoid such things, so everything can be entrusted to it without being afraid that the user will get the wrong information.