Customer experience is the pillar of a successful business. A happy and satisfied customer is the image of your brand or product. Nowadays, various technologies are emerging which cater to the customers and improve customer experience. There is various software available to address customers’ requests and listen to their feedback.
In this list, a name is there which is known as a chatbot. It can be a new name for many of us. So, in this article, we are going to explain what exactly chatbot is and how it works? How it improves customer experience? All your questions are going to be answered in this article.
What is Chatbot and why it is helpful in improving customer experience?
A definition by Wikipedia states “Chatbot is a software application used to conduct an online chat conversation via text or text-to-speech, in lieu of providing direct contact with a live human agent.”
Another the definition on internet states “A chatbot is artificial intelligence (AI) software that can stimulate a conversation (or chat) with a user in natural language through messaging applications, websites, mobile apps or through the telephone.”
Day by day technology is upgrading and so are the methods of customer engagement. Many industries are opting-in for chatbots which include the banking sector, healthcare, entertainment, news, fashion, and even education. Now everyone is trying to adopt chatbots in their customer support system which leads to a happy and satisfied customer.
Further, we are going to discuss how chatbots function and improve your customer experience.
Assists and supports agents
Speed, helpful information, convenience, and amiable the conversation is the factors that positively impact your customer service. Chatbots do it all for you. It provides instant help to customers through related information.
Thus, the customers do not have to wait for the email replies, automated telephone calls. Also, they do not need to raise issues on social media. Chatbots minimize the response time and resolution time as well.
Chatbots also assist agents. If you are adopting a chatbot system then you can extend your customer support up to 24*7 without employing any staff for it. So, irrespective of the time you can offer efficient customer support and improve your customer experience.
‘Justice delayed is justice denied’. Chatbots does not let it happen. It addresses customer requests promptly and tries to resolve the problem and provides an apt solution as soon as possible.
Collects customer details and data to help enhance your services
Feedbacks or positive criticism lead to enhancement. Complaints and feedbacks are part and parcel of business. To conduct surveys and research, customer feedback and complaints can act as data. This will help you to understand what customers want from your side and how you can improve the customer experience.
Using chatbots, feedbacks can be collected easily. You can get feedbacks and responses regarding various things such as about a new product or service, knowledgebase, pricing plan, and the chatbot or customer support experience.
In a nutshell, it provides you enough amount of data and analytics to conduct research for the enhancement of your products and services. Through this, you can better connect and understand the need and demands of the customer.
Monitoring of all social media handles
In this digital era, your social media presence does contribute to the development of your brand or product image. Chatbots have also entered this social media world. You can deploy chatbots on social media as well. The chatbots deployed on social media are popularly known as social chatbots. If you are thinking about what these social chatbots do then let us answer your question.
Social chatbots provide quick response and resolution time. Along with this it provides 24*7 customer support, host, and handles e-commerce. You can also send a personalized message to the customer based on their interest and past interaction.
These chatbots can be deployed on Facebook and Twitter and function according to the medium. So that your customer can reach out to you on social media as well.
Takes business to new heights
Chatbots can help your customers while navigating the website by recommending related information. Using artificial intelligence, the chatbots can recommend content to the customer which is based on their previous search.
Chatbots also provide content to the brands and let them know what customers think about them. This helps the brands to improve their customer experience.
Thus, by helping customers in need and providing the data to the brand so that the customers’ needs and demand would be catered in a more accurate way, chatbots lead to the improvement of customer experience.
Conclusion
Change is the only constant in life. So, do not procrastinate and adopt new technology to improve your customer experience. Happy and satisfied customers are the key to a flourishing business. In this article, we have discussed the benefits of chatbots. Now it’s your time to act!