Service via Chatbot: Before investing in new technology, it is essential to study the advantages and disadvantages that it can provide. This is also the case with chatbot support.
Despite not being such a new solution, it has become an increasingly present reality in companies due to its benefits.
To give you an idea, the use of this type of technology grew by an impressive 662.5% between 2017 and 2019. The research that reached this conclusion also observed that more than 61,000 bots were developed in 2019 to work in various channels, particularly on Facebook Messenger.
So, is investing in a business chatbot right for your business? In today’s article, we will explain the concept of this technology and unravel its advantages and disadvantages.
Ultimately, you can decide whether or not it is worth investing in this tool. Please keep reading and learn more about it right now.
What Is A Chatbot?
The term chatbot was born from a junction between the English words chatter and robot, which means, respectively, a person who talks and a robot. The idea is precisely to enable dialogue between a person and a machine via chat, which creates a handy and efficient resource for customer service in companies.
The idea is that these robots act as true representatives of the company in the digital environment, answering questions, clearing up doubts and facilitating the consumer experience. Its use is widespread in social networks, such as Facebook, and messaging applications, such as WhatsApp.
This is possible through automated communication software, with artificial intelligence and machine learning as its main elements. Using these technologies makes it possible for the program to learn from each human interaction, which keeps it in constant development. In other words, the bot uses calls already made to optimize customer support increasingly.
In the current market scenario, where the 4.0 consumer values qualified service and an agile experience, these characteristics become even more critical. After all, using these robots makes it possible to serve many more people without overloading employees. Read on and learn more about other benefits.
What Advantages Does The Chatbot Provide?
Several advantages can be taken advantage of through chatbot service. Next, we will list and explain the main ones.
More Agile Service
With the democratization of the internet and its increasing use for commercial experiences, consumers are becoming increasingly demanding in terms of service agility. The use of chatbots optimizes this aspect, as it allows simultaneous interactions and enables the sending of a large volume of messages in a short time.
If performed with quality, this service can be fundamental not only for attracting customers but also for their retention. After all, remember that one of the characteristics of the modern consumer is the great importance given to third-party feedback, which tends to be positive when the service is satisfactory.
In addition to being extremely agile, chatbots are available 24 hours a day, seven days a week. So, whenever a user wants to get in touch, send a message, and the interaction will start. This availability, in addition to demonstrating customer commitment, reduces traffic and waiting time.
Suppose the demands generated during the service are more straightforward. In that case, they can be resolved immediately, without the need for human intervention and a longer wait for the completion of the service. Thus, ongoing customer support can become a significant competitive advantage for the company.
With a service made by people, as the business grows and the increase of the contact, it is necessary to increase the team to support the demand without suffering from a drop in quality. However, with chatbots, this is not necessary as they are scalable.
This means they can serve several people simultaneously and quickly increase this number. In other words, by using chatbots, you are better prepared for possible increases in demand, which may or may not be sudden.
This technology does not require a queue to open tickets or other requests. In addition, it allows for increasing the agility of first and second-level calls in a straightforward way. Thus, it becomes possible to unburden the plant while more people have their demands resolved, making the sector more productive.
In addition to the service, your employees can have high productivity. That’s because chatbots allow them to focus exclusively on tasks that need human intervention, making problems more straightforward for robots.
At any time, users can start a conversation and end it whenever they want — a convenience that is not always possible with a “traditional” call center. This flexibility makes support much more accessible to all consumers.
Lead Generation Optimization
Lead generation is the secret to the evolution of a business. You can start a nurturing strategy from your users’ contact details or even take a more direct selling approach. And what do chatbots have to do with it?
For starters, service robots can make contacts to capture user data with a few questions. However, it is essential to point out that, to use this information, you must have the authorization of its owners, especially when the General Data Protection Law comes into force.