AI Chatbots
How Chatbots Play a Key Role in Enhancing Customer Service
Chatbots have penetrated the customer service industry to a greater extent than ever before, especially, during the pandemic. Learn how they play a key role in enhancing customer service.
Artificial intelligence has opened up a new avenue for customer service with the help of chatbots. Whether it is automated messages or visual search, there is no better alternative than AI to provide superior customer service at multiple touchpoints throughout their journey.
Now, let’s examine the reasons to integrate chatbots on your website.
- You have a global presence with an ever-growing customer base who require multi-lingual support. Customer support chatbots can come in handy to ensure positive customer experience by answering their mundane queries and clarifying their doubts.
- When you need support across multiple channels like websites, in-app, social media, etc. customer support chatbot is a great option.
- If you need to be present 24x7 for your customers, chatbots can be quite useful as they can work round-the-clock, unlike your customer service representatives.
- When you wish to reduce customer service costs and upscale your customer support, chatbots are highly recommended for business success.
Now that we have looked at the reasons to integrate chatbots into your website, let’s look at their role in enhancing customer service.
24/7 Support
As human beings, we need time to relax and sleep while the most significant benefit of using customer support chatbots is they do not need to sleep. In case your customer support team is unavailable, chatbots can remain available to answer any questions your customers may have and resolve their concerns.
They can even provide useful links from your knowledge-base library. In case an out-of-the-ordinary question comes up from the customers, the bot can give the available hours when a human being can come in contact.
Alternatively, if you find that your bots are getting a lot of complex questions that almost need human intervention, you can create an “out of office” bot to take over when no one is available to respond. This way, the customer will not have to wait for an answer, and a member of your team can directly respond as soon as possible.
For example, look at how Acquire, intelligent customer support Chatbot, works in such a scenario.
In case the Chatbot software is unable to resolve any customer query, it routes the question to a live agent. This way, the customers do not have to wait for their questions to be answered, and they get direct answers from a dedicated human resource within the stipulated time. Isn’t that great?
Bots Help but won’t Replace the Human Touch
It is true when we say that chatbots are a blessing in disguise for customer service agents as they help these agents to do their jobs in a better way.
The biggest advantage of using customer support chatbots is the amount of time that you save since chatbots can quickly answer mundane questions so that your support team gets adequate time to tackle more complicated queries.
However, if you think that chatbots can replace the human touch, then we have reasons that suggest that they won’t ever. Let’s look at them.
Bots are best at augmenting human interactions, and hence, they are employed to simplify tasks and get rid of repetitive tasks from workflows.
Human agents will always be at the forefront of navigating complex customer issues or when the customer is feeling confused or frustrated. Even though Natural Language Processing (NLP) has become quite advanced, it still can never offer a genuine “I’m sorry” remark or make things right as human beings can.
Bots provide Consistent support yet a Customized Experience
With chatbots’ help, you can effortlessly create a consistent, on-brand customized experience for your customers. You can completely control the voice, tone, and language used in your bot’s responses. This way, there won’t be any “we don’t know” situations.
This consistency only grows with the accuracy of customer support chatbots. Since AI is utilized in the conversation, there are no chances of missed conversations, support emails going to spam, and copying & pasting or mistyping that would, otherwise, result in incorrect information being sent to the customer.
Final Words
Artificial intelligence has really had a great impact on the way we live and work. Now, it is even changing the way we provide customer support, whether it is by asking simple questions or trying to make a purchasing decision.
Once you integrate AI-powered chatbots on your website, it can save your time and enhance your customer experience and help build a more robust customer experience on your website or in your mobile app.
