Chatbots and customer service bots have become more popular in recent years as more companies have begun to implement them as part of their customer support platforms. Typically, chatbots are designed with machine learning (ML), artificial intelligence (AI), and natural language understanding (NLU), all of which help them become more proficient.
However, some businesses are still wary to try a customer service bot. According to research from the tech company NICE, only 28 percent of respondents were satisfied with the use of chatbots. However, using online customer satisfaction survey software, this response can be broken down by generation. Millennials and Generation Z are much more comfortable using chatbots than their Gen X and baby boomer counterparts. However, chatbots are becoming smarter every day, which means that trying one can help you save both time and money when it comes to business. Below are five reasons why a customer support platform portal like a chatbot can help streamline your customer service.
1. Chatbots Can Help With Sales
It may seem like chatbots are only there for a customer or client to help troubleshoot but, in reality, they can be used several different ways. For example, if a user has questions about items that they want to buy but are unsure about the details, they can input relevant information. As the bot begins to evaluate the information, the chatbot can send the prospective customer over to the correct sales team or department. This can help save time and confusion and often ensures the customer is connected with the appropriate department.
2. Bots Can Be the First — and Last — Point of Contact
Many companies are using chatbots for them to be the first point of contact when it comes to customer service. Instead of end-users looking through countless frequently asked question (FAQ) pages to get an answer, they can get general questions answered through the bot, and they are specific to the customer's inquiry. Chatbots are tied to endless databases, so often, a question can be answered without having to speak to a live agent. If the user does need an agent, then the chatbot will have collected all necessary information, which is then forwarded on to a live agent. This saves time because the agent can look through the previous responses to troubleshoot more quickly.
3. Automation = Better Efficiency
One of the primary things that a customer service chatbot can do is to automate tasks that previously would have required a human to perform. This frees up time for your employees to do more intricate tasks. Chatbots can take food orders, hotel reservations, resolve order problems, and much more ? all without the help of a person. The information will be passed onto a person so that the task is completed, but the bot will relay the information, not the end-user themselves.
4. There Is No Language Barrier
When you call a customer service number or chat with an agent directly, often you have the choice of receiving assistance in either English or Spanish. However, if you're in global markets that need multilingual support, you have to hire translators and other staff to help accomplish this. When an end-user is conversing with a chatbot, they can do so in their native language. The information can then be presented to you in a language you can understand as well.
5. It Allows Multiplatform Support
If you have a smaller-sized customer service support team, chances are, it can be tough for them to cover all the bases from all modes of contact. However, a customer service chatbot can be present and helpful through various channels. You can use different bots on different platforms that all pull from the same database. This way, a user who asks a question through Instagram will get the same customer service as they would from the website itself. If a person does need more help, they can always request an agent.