How Chatbots Improve Customer Experience

With businesses around the world adjusting their teams and ways of servicing customers, new technologies and tools need to be embraced. Social distancing and isolation are phrases we’d not really heard in our regular parlance. Now they are the only things we hear on a daily basis which can be quite difficult to rationalize. However, while at times it feels like the world is ending individually, there is some comfort in knowing that you are not alone.

For businesses, remote working is something that needs to be embraced & when we eventually come out of this, the way we live and work will change. Technology changes and enhancements are leading the charge here. In fact, as early as ten years ago, this capability would not have existed. One way that businesses can be more efficient now and in the future is through the use of chatbots.

Chatbots are conversational interfaces that are revolutionizing customer service. Little by little, they started to show up through different areas, and customers are successfully engaging with them. But a chatbots’ success also relies on the development of Artificial Intelligence and Machine Learning technologies.

Although chatbots are still in their infancy, predictions and their effective use are proving they will do nothing but keep growing. In fact, market trends are pointing to a compounded annual growth rate of close to 30%. Currently, big and medium-size enterprises are their main users. Small businesses are going slow but they also are growing due to the sophistication of the technology and the price to implement it.

By checking how businesses are using chatbots, we can see how they are improving the customer experience.

How do Chatbots work?

Chatbots substitute regular communication channels with humans. They do it through computer programs that simulate human conversations. A computer programmer powers them with Artificial Intelligence to collect and interpret human phrases and words to give answers.

Just as human conversations may include any topic, chatbots can include any topic too. Hence, they have multiple uses. They speed up the communication cycle because they can process the information faster than humans. However, as they are machines, they can´t show the same empathy and ability to relate new terms.

ChatBot

Businesses found a way to leverage their use by using them to improve the customer experience. Primarily this is through the alignment of a chatbot to a knowledge base. This helps provide customers with a speedier resolution to their most commonly asked questions. In addition, it removes the onus of monotonous work from technical staff. As computer programmers find better ways to include new functions, their use is also expanding to more CX areas.

One useful way to determine how chatbots improve CX is by taking a look at their different uses as follows.

Customer Support

Currently, this is one of the most popular areas to use CX chatbots. You can find them in chat windows on websites. Sometimes they activate automatically to offer help. Other times they offer the first response when you try to reach a customer support agent. And, the most advanced versions can give you full support to solve inquiries and complaints.

As the problems become more complex in scope they can also help refer the customer to more senior staff. Chatbots are great in this area as they dramatically improve first call resolution (FCR) and help improve customer satisfaction.

LiveChat is a simple and beautifully designed tool for online communication between a company and its customers. Now your clients can contact you faster and easier than ever before.

LiveChat offers a built-in ticketing system, offline messages, canned responses, customer message preview, exportable reports and SSL encryption.

It’s possible to fully customize LiveChat widget with CSS styles. The customization can differ for domains and pages. It comes with many native integrations like WordPress, Shopify, AdWords, Mailchimp or Facebook. It also allows you to build your own integrations, as you get access to powerful API.

LiveChat support is available 24/7 so you can reach them at any time you need to.

Sign up for a free, 14-day trial to test out all the features!

Reminder

People interact with businesses for many reasons. Whilst they have to complete payments, send information, and more. Those activities have to be completed on different days and times, and chatbots can act as very effective reminder services.

Service Provider

Some chatbots can provide a complete set of services. They may offer advice, initial therapy, and more. The limit of the chatbots depends on the amount of information that you can include and the type of service you can provide. Ultimately, customers have the last word to decide if they like it or not. So, we still have a lot more to see and try.

Selling/Buying assistant

When people are trying to decide what to buy, they face many options and try to solve any doubts. In such cases, chatbots prove to be very useful as they can offer information to compare products, prices, and features.

HubSpot

On the other hand, chatbots can provide help to sales agents and the entire sales department to provide information and guide a customer through the sales funnel.

LiveChat is an online customer service tool for ecommerce. It opens up a new sales and support channel that can complement your email and phone use. With features like visitor monitoring, built-in ticketing system and many integrations, you’re ready to serve your customers from one place.

You can use LiveChat from your favorite browser or via desktop apps for OSX and Windows. When you’re on the go, you can simply turn the mobile app on and talk to customer from any place and at any time. You can also place LiveChat on your Facebook page and reply to messages and comments directly from the app.

Ready to go? Sign up for a free 14-day trial to test out all the features!

Specific Improvements from Chatbots

Overall, when chatbots can solve customers’ inquiries and help them to satisfy their needs, we can say they improve the CX. So, this is how chatbots improve CX.

Significant reduction in response times

Whenever some people get in touch with chatbots, they obtain a fast answer or acknowledgment of receipt to their requests. This is the most outstanding feature of chatbots. Even if there are many customers connected at the same time, chatbots can respond simultaneously to many requests at high speed.

This speed comes as a result of using Artificial Intelligence and other last generation technology that speed up all the processes. ChatBot gives you the flexibility you need. Just create a chatbot scenario and let the bot handle customer service 24/7/365.

Sign up for a free, 14-day trial to test out all the features!

Chatbots can be connected 24/7 without human support. Once they get installed, they start working automatically. This availability allows customers to reach the business at any time of the day and get satisfactory answers to their requests.

In these trying times, this is even more important than normal as staff around the world are impacted. While chatbots cannot and will not take the place of humans, they can provide simple solutions quickly and easily.

Knowledge Base Integration

Chatbots have a huge capacity to store knowledge by integrating with other internal systems. This capacity will definitely allow them to provide answers to commonly asked questions and as a result, they can offer more answers to customers.

ChatBot provides the best bot platform for designing, building and deploying conversational chatbots to talk to customers and to provide information to users. With support for one-click integrations with Facebook Messenger and a range of other services, you can run powerful and intelligent bots in no time. ChatBot allows using entities, creating conversational scenarios, and it leverages both Natural Learning Processing and Machine Learning to develop a human-like experience for customers.

Sign up for a free, 14-day trial to test out all the features!

When chatbots work, they can collect all the data from customers and process it to provide useful stats. As they are fast to obtain and process the data, you can obtain benefits from such data in a short time.

Reduction in Costs of Operation

Programing and installment of chatbots require an initial investment. Then, they also need some costs for maintenance. However, it needs less investment than human agents due to the following:

  • They don’t quit or need replacement by other agents.
  • They don’t need time to learn and get training either.
  • Chatbots don’t occupy physical space

ChatBot is a one-in-all solution that lets you create fully operating chatbots. The scenario tree structure and drag and drop interface are very intuitive. Quick Academy lessons can guide you through more complex topics such as capturing user data, using filters and training your bot. You can publish your bot in seconds using one-click integrations with popular messaging apps, and live chat services or just use a Chat Widget.

Sign up for a free, 14-day trial to test out all the features!

Control of Bad mood and Bad temper

Due that chatbots are machines, they neither have emotional reactions nor are affected by emotional bursts. Therefore, your agents are safe and don´t have to handle these types of difficult situations.

When it occurs before getting in touch with a customer agent, they can be prepared by checking the communication history between the chatbot and the user to prevent any issue. This is critical as sadly situations with irate customers are at times bound to happen. If you can get a bit of a heads up, it cannot hurt.

CONCLUSION

Chatbots are gaining relevance due to all the advantages they provide to improve CX. They also add value to businesses by easing many companies´ processes. Although we still have to see more of what they can offer, they already proved many of their benefits.

With time, many more businesses’ lines will be able to implement a chatbot as part of their CX strategies. Therefore, an important part of the future belongs to them.

The following two tabs change content below.
I am an ITIL Expert and extremely passionate about customer service, customer experience, best practices and process improvement. I have led support, service, help desk and IT teams as well as quality and call center teams in Canada and the UK. I know how to motivate my teams to ensure that they are putting the customer first.

Latest posts by Hutch Morzaria (see all)

One thought on “How Chatbots Improve Customer Experience

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.

error

Enjoy this blog? Please spread the word :)

RSS
Follow by Email
LinkedIn
LinkedIn
Share
%d bloggers like this: