Technology is advancing and at an ever-increasing speed. Businesses can take advantage of this when it comes to customer service. Chatbots are one of the many features available at your disposal - providing 24/7 customer support, live chat and more. Here, we’ll dig deeper into how these tech tools have changed the game of customer support.
Why you need a customer service chatbot
1. Providing 24/7 customer support
The introduction of technology has allowed companies to cater to their customers in a way they previously couldn’t - through offering immediate engagement by responding to individual emails and queries and providing a helpline.
The use of chatbots takes this one step further - providing assistance at all hours, regardless of the number of staff who are available. Sounds great!
2. Personalising your service
A key advantage of using chatbots is the ability to make them converse with the customer in a way that accurately reflects your company’s values and approach.
This can be anything from the bot being friendly and helpful - with a more colloquial tone - through automatically addressing the user by a name they have provided, to precise and technical. Giving the bot a ‘personality’ makes it much more engaging for the customer.
3. Offering language support
You may have a number of people in your company who boast bi- or even multi-lingual skills. However, some languages aren’t widely learned - giving omniscient chatbots the edge over human operators.
Also, chatbots are able to work on hundreds of enquiries at one time, unlike a human customer service team. This allows for efficient, global customer service for your company and makes chatbots a valuable tool.
4. Enabling reliable delivery of accurate information
Chatbots hold the information of multiple staff members, with the added benefit of there being no chance of human error. Tiredness, irritability and a bad temper are never a worry with these tech attendants.
When set up correctly, you can rely on a chatbot to consistently acknowledge issues and queries and provide solutions - all while delivering a friendly and polite service!
5. Placing less stress on your real staff
There will be times when customers contact the help team in regards to questions and issues which a chatbot could quickly solve. Your customer service staff can now focus their efforts on those customers who do need more than a quick answer which a chatbot can provide.
Of course, customer service staff members will still be there in the event the customer doesn’t feel their issue has been solved via a chatbot.
6. Boosting brand image
One significant advantage to using bots when it comes to customer service, is you’re able to use them as a tool for increasing brand awareness. If someone visits your site and has their queries immediately acknowledged and answered by a bot, it not only satisfies your visitors, it also increases the chances of them feeling inclined to go and tell their colleagues about it.
One example of a successfully-used, well-known chatbot is that used by the language learning website Duolingo. The site has created a variety of characters who act as native speakers to help users familiarise themselves with languages through simulating realistic conversations.
7. Simplifying response optimisation
Bots can absorb and retain much more information than we can as humans. As a result, they can track which kind of questions are being asked by customers most often. This allows you to review these FAQs and program the bot to rapidly respond to these enquiries with helpful, suitable answers.
Ready to get started with chatbots and conversational marketing?
So now you’ve discovered some of the advantages a chatbot can offer when it comes to delivering excellent customer service, you might be wondering how to get started with building your own. Or perhaps you've already got one but you want to make it even better. Well, luckily for you, we've got a handy guide.
Our conversational marketing eBook will provide you with loads of info and ideas when it comes to making your chatbot and will ensure it is everything it needs to be - helpful, immersive and compelling. Click the link below to get your free copy.