Bots are transforming customer support (and they do it in the right way!).
“New technology will not necessarily replace old technology, but it will date it. By definition. Eventually, it will replace it.”
― Steve Jobs
It was not so long ago when customers had to wait for hours to get an email response. Sometimes even for the most straightforward questions. Frustrating, right? But good news! Chatbots now make it possible for brands to answer buyer inquiries without delay.
In fact, an Ubisend study reports that 69% of consumers prefer to use chatbots. This because of their ability to answer questions instantly. What’s cool is that an Oracle survey further reveals that 80% of businesses will be using chatbots by 2020. And with this rapid change comes the need for brands to re-think their strategies. Especially when it comes to engaging with customers.
How Chatbots Can Improve Customer Experience
It’s clear chatbots and AI are invaluable tools in the revolution of customer support. It’s not only cost-efficient, but it can also help businesses win more clients.
Here are 10 ways chatbots can elevate your customers’ experience:
24/7 Customer Support
People need help when they want it. Not being able to cater to this “on-demand” need breeds negative reviews. It’s true for businesses that have customers that are not within the same time zone. Or customers who raise questions beyond the business’s regular business hours.
Unfortunately, maintaining a support team can be costly since humans need sleep. This is where chatbots can come in handy! Your bot can attend to these concerns at any time. All while waiting for your customer support staff to become available again.
A well-designed chatbot can even make your customers feel that they’re talking to a human. It can also filter out questions that don’t need the attention of a live operator.
Chatbots are no longer confined to answering ‘yes’ or ‘no’ questions. Developers have found a way for these bots to learn more as they interact with customers. For example, you can program your bot to track and analyze a customer’s purchasing pattern. An based on this pattern, make relevant product suggestions.
According to Accenture, buyers are 75% more likely to buy from brands that know them by name. Or make product recommendations based on past purchases.
Enforce Brand Identity
If you’re using chatbots as a means for automating business processes, then you’re likely to fall behind. Chatbots are no longer viewed as mere artificial intelligence. The new era of chatbots are expected to have character, personality, and even have a sense of humor.
Today, there are different types of chatbots, each reflecting a brand’s identity. Some even have their own names! You can program them to have different conversational styles. Or also have them act as a library of information.
As The Verge puts it: “If you want to have an interesting conversation with someone. Even a virtual someone. It helps if they have a personality, including likes and interests.”
Another benefit of chatbots is the ability to handle questions in many languages. And by accommodating buyers talking in a different tongue, you accommodate buyers from all over the world. And so, it helps businesses become more globally competitive.
Of course, it isn’t the same as employing a full-time native speaker who can understand many languages. But, a more affordable alternative for businesses that can’t afford a multi-lingual staff.
Increased Retention Rates
As seen in the figure below. Chatbots have well-surpassed the retention rates of mobile apps. Part of the reason for this is the convenience it offers. People don’t have to download (or install) anything to use a chatbot service. It doesn’t take up space on their mobile phones, plus they’re not only helpful, but they can also be fun and entertaining.
If done right, chatbots can even help your business get new customers. I mean, take a look at some of these companies’ success stories:
- 1-800 Flowers says that more than 70% of its Messenger purchases were from new customers.
- Sephora reports, they increased appointments by 11% using their Messenger bot.
- Globe Telecom’s chatbot was able to increase customer satisfaction by 22%. All while decreasing call volume by 50%!
- The Messenger bot for Nitro Café increased sales by 20%. All by providing customers with a smooth ordering process and direct payment solutions.
Data Gathering Opportunities
Businesses can review conversation histories by using chatbots. This way, they can see what questions most people are asking. They can find out what products are most profitable. And so, understand their customers better. Other chatbots can even be programmed to analyze data. It can also help identify issues. Such as dead-end questions. And report them back to the developer to improve chatbot responses continuously.
No more IVR Frustrations
Don’t you dread listening to that robotic voice? Doesn’t it suck when it goes over your menu options on your customer support phone call? If you want to… press 1. If you want to… Press 2. Ring a bell?
That’s what you call the interactive voice response (IVR) system. It’s a system in place for years. Customers have long can get frustrated by their lack of human character. Perhaps you can relate?
Chatbots are the best replacement for this outdated system. You can still program them to route customers to the proper agent. But without the meticulous feeling of communicating with a robot. Plus, if needed, it can even display a menu to users. This way, they won’t have to waste precious seconds. You know… waiting for a pre-recorded voice message to finish dictating options.
Seamless Live Chat
Another thing chatbots can drop from the customer support cycle is having to search for a company’s resources. Because an adequately programmed chatbot has all the information on standby. And this information can be relayed to the customer instantly. Plus, most chatbots also integrate into a business’s website and mobile apps.
So, when David Marcus (now ex-VP of Messaging at Facebook) said more than 8 billion messages have been exchanged between Facebook users and businesses… using chatbots. It’s a sign that your chatbot should work with popular messaging apps like Messenger. How? Good Question! Give it a try with Clever Messenger.
Having trouble with abandoned carts? Looking to find new customers? Chatbots are a great way to engage with customers without bugging them to buy your products.
It can be used to offer products to customers who discovered your brand through social media. You can add a CTA button, redirecting them to a product-page, you think they would be interested in.
You can also gently remind users about the products left on their carts. This means, businesses no longer have to rely solely on emails to reduce the rate of abandoned carts.
Self Support option
Lastly, chatbots can be used to empower customers to find their solutions. It can help them find troubleshoot issues. It can help them search for answers. Or check the status of their orders without having to connect with a live chat agent. It not only saves your customers precious time. But it also helps businesses decrease the number of pending support tickets.
Chatbots are not human.
Now that you’ve read about all the incredible benefits of chatbots in customer support. Allow me to leave you with one final note.
Chatbots are meant to be helpful, not human. When designing a chatbot, always keep in mind they are meant to solve problems. And to answer questions. Keeping this element to heart will help you build a connection between you and customers.
A chatbot delivering what it’s supposed to do will leave customers satisfied and wanting more.
What’s cool is that you can build these meaningful connections with Clever Messenger.