How about reducing your business costs and improving the Customer Experience (CX)? The chatbot can provide this. The technology effectively optimizes customer service and, consequently, boosts your company’s profits.
However, to be successful with the resource, it is essential to plan and draw up appropriate strategies for the brand and the customer. After all, positive results will only appear if you adopt effective tactics according to the specific needs of your business.
Want to know how to use a chatbot to improve customer service? Continue reading and find out all about this technological resource.
What Is A Chatbot?
It is a robot that performs customer service. The chatbot interacts with the consumer and can solve simple demands to more complex issues. With technology, it is possible to automate repetitive tasks that cost a lot for the company and compromise employee productivity.
However, the feature is not limited to textual conversations through website chats, Facebook Messenger, WhatsApp, and Telegram. Communication can also be done through buttons, images, and cards in these channels.
But the chatbot goes much further! The tool is extensive and enables the creation of virtual agents capable of interacting by voice. When calling a SAC, for example, you can be answered by a robot programmed to identify your demand and interact.
When fed with artificial intelligence and machine learning technologies — in Portuguese, machine learning — the bot learns from previous interactions and adds new knowledge. This makes the service more and more efficient and human-like.
Imagine contacting a clinic to make an appointment or exam and being attended by a robot. The chatbot can check the doctor’s availability and schedule the procedure. Simple, practical, and without the need for human intervention!
The secret of the tool’s success is linking consumer desires to business needs. Study questions, such as customer journey, UX Design, and user experience, are essential to evaluate the choice of language tone and how the robot will approach situations according to the context.
After All, Will The Chatbot Eliminate Human Assistance?
No! However, the demand for automated services is growing. According to the Gartner Institute forecast, 72% of customer-company interactions will be entirely conducted by automated mechanisms such as chatbots.
Despite the efficiency of technology, there are still cases where human support is indispensable. More complex situations involving complaints, for example, may require the action of qualified attendants to solve the problem. Often, the customer wants to vent and presents specific claims that the bots cannot fulfill.
What Are The Advantages Of Using A Chatbot In Customer Service?
The most common benefit that companies typically seek is cost reduction. With the automation of the service process, the reduction of the team is inevitable. However, the advantages are wider than the economic side. See other pros of embracing technology in customer support.
Dynamic And Personalized Service
The customer is the reason for the existence of any business. For this reason, all strategies need to be focused on improving the buyer’s experience and satisfying his consumption needs. That’s exactly what a well-designed chatbot does.
There’s nothing worse than being served by someone who misspelled your name and tried to “push” products that are not of interest to you, right? The chat stores rich information about the consumer and his entire interaction history with the company. In this way, the service is fast, accurate, and personalized.
Dealing With Leads And Customers
It may sound strange to say that a robot will improve customer and company relationships. However, as a communication tool, the chatbot is fundamental to strengthening connections and building loyalty.
With increasingly personalized and efficient interactions, technology can offer agile assistance and congratulations and enhance the results of loyalty programs, providing information and entertainment content for immediate consumption.
Help In The Purchase Journey
Imagine a scene: you are browsing an e-commerce site in the middle of the night and decide to purchase a product. However, you have an important question and need help finding the solution. You will likely give up the purchase process if you wait for dawn to get answers and finalize the purchase.
The chatbot offers real-time assistance 24 hours a day, 7 days a week. In addition to providing answers, technology also proactively suggests products and facilitates the customer’s search.
Improve Internal Processes
It’s more than just the customer who will interact with the robots. The chatbot is also indispensable for guiding employees and optimizing internal operations.
For example: did you lose sales because you didn’t have the best-selling products in stock? This is a serious flaw that technology can eliminate. The resource, when integrated with an inventory management system, will improve control and predict shortages according to the sales volume of the items.
In addition, the bot will relieve the service team so that employees can focus on more complex issues. Information on delivery time, order status, cancellations, and duplicate slips, among others, will be provided by the robot.
Strengthen The Brand In The Market
By using bots, your company is also investing in innovation. IDC, a market intelligence and consulting company, estimates that, the chatbot industry will move more than US$ 47 billion. Therefore, investing in the resource is crucial to highlight the business from the competition and gain authority.
Furthermore, fast service channel availability helps improve the customer experience. In this way, the customer will value your company, which can guarantee a positive reputation and yield numerous indications.
However, one of the greatest weapons for strengthening the brand is the collection of feedback. Through after-sales research, for example, the chatbot collects detailed information about the customer experience. Based on concrete data, it is possible to identify opportunities, threats and invest in continuous improvement.
Also Read: Chatbot And Virtual Assistant: Difference Between Them