Many bot for Marketing, so why not build one for customer services.
We can easily see that there are many chatbots out there supporting marketing which help businesses to keep customers on their site as well as broadcast massively messages to customers. However, customers are now being overloaded by thousands pieces of information, messages, advertisements every day. That’s one of the reasons why there are an increasing numbers of big brands changing their strategies to put more concentration on better services for customers and make themselves being distinctive. If provide such a good customer service is so expensive for SMEs, automation tools like chatbot emerges to be an ideal solution, especially customer service chatbot.
- Customer want to ask more, and we answer.
Before making any purchasing decision, customers need many of their queries clarified. They find is easier for them to ask and receive exact answers or explanations for their concerns instead of spending time on reading all the information businesses provided. Moreover, in some kinds of business like cosmetic, fashion, or e-leaning, customers really need to be consulted to make sure that the products they are going to buy is suitable for them besides reading reviews, or watch testimonial videos. After sale service is also what customers care about when they get into trouble with the products/services provided. Old communication methods like email or phone call will not satisfy them if businesses do not accept a substantial investment.
2. Free a whole department.
We all know that to provide a good customer service needs a serious investment from the businesses. This is not only the problem of money but also the effectiveness of human resources. And with a customer service chatbot, business can free a whole department while still provide a satisfying service. Why? Firstly, we only need 2–3 staffs for managing and maintaining the bot. A really reduction in cost will happen and be a good advantage for businesses. Secondly, customer service department will no longer deal with repeating questions from many customers, and have time for other beneficial works.
3. Personalization.
Each person has a different characteristic so it’s really hard for a whole department keep a consistent and satisfactory voice of the brand in all situations. That’s why we may need chatbot to solve that pain point of our department. Some new customer service chatbot platform nowadays have provided “personality” function to create the most authentic, relevance chatbot which matches with the identity and personality of the brand. Athenka is a good example in this case with a huge potential to customize a distinctive personality for the chatbot.
Chatbot is not a big change in a business, and not expensive at all, but the influence of it to a business is undeniable. It will no longer be an annoying channel with many notifications and messages every day. Customers will be the one who control the conversation and the way they communicate with businesses, and businesses will save a substantial amount of money for other investments which create better value for both themselves and customers.
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Check it out here: https://athenka.com
