More and more businesses all over the globe are beginning to use chatbots. Chatbots are one of the most recognizable forms of AI. Essentially it is a very simplified form of AI that gives answers to relevant queries. But why would your business need a chatbot? This blog will help you understand 5 different reasons why you might.
5 Reasons Every Business Needs a Chatbot for Customer Service
There are a number of areas where chatbots can help businesses. But the most important area is customer service. Chatbots can help businesses create a more efficient and consistent customer service function. Even if I have no human employees in the office on a Sunday, my chatbot can make appointments, sell products, and even disburse information. The best part is unlike my human employees, my chatbot does not need my WoW packages to be up and running all the time.
Here are 5 ways how a chatbot can help your business customer service:
- 24/7 Availability
- Answering Queries
- Connecting with Customers
- Creative Interaction
- Qualified Lead Generation
Let’s take a closer look at these areas below.
Let’s say you hire a human customer service agent. Not only do you have to pay them an income plus benefits, but you also need to give them days off. A human is likely to take at least 2 days off every week, along with public holidays like Christmas, Thanksgiving, and Easter.
Now consider a chatbot in place of your human customer service representative. A chatbot does not require a monthly income or fringe benefits. More importantly, it does not require time off. With a chatbot, your business is open 24 hours a day, 7 days a week, 52 weeks a year. A chatbot lets you stay open for business in one form for any and all potential customers that may visit your website on, say, Christmas.
Most businesses, even those operating in a specific niche, face saturated competition. There are likely to be dozens, if not hundreds, competitors that you have to fight to survive. This means it is all the more important for businesses to improve their customer service in order to stand out from the crowd.
Prospective customers are likely to have several questions before they make a purchase from you. How well your customer service can answer customer queries directly impacts how well your sales figures are. One of the ways to do improve on this is to use a chatbot on your website. A chatbot can be programmed to answer frequent queries, specific queries, and even uncommon ones. A bot can answer questions that might not have made it to your website but are still important to your customers.
Connecting with Customers
All businesses want to connect with customers. Especially returning customers that you would want to convert into repeat customers, maximizing the revenue you get from them over the lifetime of your relationship. Most businesses rely on email marketing to target existing customers, but this is fast losing its effectiveness.
One of the reasons emails don’t work as well anymore is that people are afraid of phishing scams or other fraudulent emails. Many emails don’t even get out of the junk mail section of your customer’s inbox. So how do you connect with your customers if not with email? The answer is customer service chatbots. You can program your chatbot to send out special offers and promotions to your customers in messenger, which is more likely to get engagement.
Chatbots don’t necessarily have to speak in monotonous, robotic phrases. They actually offer you a unique way to creatively explore interactions with customers. There are a number of ways that you can use customer service chatbots to run campaigns and promotions. Chatbot QR codes etc encourage consumers to interact with them. Since chatbots offer frictionless interaction, customers are more receptive to what they offer.
Qualified Lead Generation
Did you know you can use your customer service chatbot to generate more qualified leads? You can allow customers to make appointments via bot at any time of the day every week. That way, they leave their contact information and you can get back to them when convenient. Chatbots can also incorporate things like price calculators. This encourages customers to build orders and get quotes while interacting with your customer service chatbot. Chatbots can even push information like your location on Google Maps to customers who are interested. All of these make chatbots a great medium to generate leads more qualified than if you used human agents.
My first interaction with a chatbot was in 2016 when I was checking WoW internet speeds and prices on their website. It speaks volumes for chatbot customer service efficiency that I have been a WoW! customer ever since then. Correctly programmed chatbots can take your business and your customer service to the next level. Don’t miss out on this relatively inexpensive and fruitful piece of technology.