Customer support 2.0 with chatbots
The Must-Have for your customer support
Everyone is talking about chatbots, and numerous online stores are using their advantages to make their business a success. Chatbots help companies to communicate with their customers in a new way.
What is a chatbot and why should you use one for your business?
A chatbot simulates a natural way of speaking, supported by artificial intelligence, and is thus able to communicate with your customers via chat. So, the chatbot is an application that enables a conversation, just like with a real person. Through machine learning, chatbots can copy human conversations and respond to written or verbal queries in adequate. With each new conversation conducted, chatbots learn and become smarter.
A chatbot simulates a natural way of speaking, supported by artificial intelligence, and is thus able to communicate with your customers via chat. So, the chatbot is an application that enables a conversation, just like with a real person. Through machine learning, chatbots can copy human conversations and respond to written or verbal queries in adequate. With each new conversation conducted, chatbots learn and become smarter.
Why does your business need a chatbot?
1. chatbots deliver real time support 24/7
Online shoppers, like in-store customers, need support from your team. For example, while shopping online, they need assistance choosing the correct clothing size. Or they may have questions about products, shipping costs, or the exact parameters of the application. Questions about payment or returns are also common.
For all these questions, chatbots can helpfully assist customers in real time – just like real salespeople during the in-store shopping experience – but 24 hours a day, 7 days a week.
However, chatbots additionally enable interactive communication by finding out what the customer’s underlying problem is by asking questions. Moreover, based on the answers given, they can also suggest content to customers with additional product pages, images, blog posts or tutorial videos, making online shopping an experience.
For all these questions, chatbots can helpfully assist customers in real time – just like real salespeople during the in-store shopping experience – but 24 hours a day, 7 days a week.
However, chatbots additionally enable interactive communication by finding out what the customer’s underlying problem is by asking questions. Moreover, based on the answers given, they can also suggest content to customers with additional product pages, images, blog posts or tutorial videos, making online shopping an experience.
2. customer service employees are relieved
Chatbots enable a substantial improvement in customer support while relieving real employees. Namely, bots can be programmed to automatically answer frequently recurring questions immediately. Inquiries that require more complex responses are forwarded to a real customer service employee. So simple tasks that usually take a lot of time are handled automatically, and your human customer service agents gain capacity to address the more important and complicated questions. Moreover, since chatbots can handle multiple tasks at the same time, it eliminates the waiting time for your customers.
3. Proactive interaction with customers becomes possible
The common practice on online stores is a “passive customer interaction”, where only requests are responded to, but communication is not proactively forwarded. The reason for this is mostly that few companies have enough staff to initiate communication with all customers. This is where chatbots can help, as they make it possible to start a conversation with any individual customer at any time of the day about any possible topic. The advantage of this is clear to see: the customer really is king, as they are comprehensively looked after by the companies and thus get the feeling that they matter as an individual.
3. Proactive interaction with customers becomes possible
The common practice on online stores is a “passive customer interaction”, where only requests are responded to, but communication is not proactively forwarded. The reason for this is mostly that few companies have enough staff to initiate communication with all customers. This is where chatbots can help, as they make it possible to start a conversation with any individual customer at any time of the day about any possible topic. The advantage of this is clear to see: the customer really is king, as they are comprehensively looked after by the companies and thus get the feeling that they matter as an individual.
4. chatbots collect important information on the behavior of customers
Chatbots receive ongoing feedback by collecting simple questions. You can use this to optimize your services, products or store. For example, a landing page that generates a lot of organic traffic but conversion is low can use a chatbot to conduct surveys with your potential customers to filter out why they leave your page without making a purchase.
5 Chatbots generate more leads
Chatbots continuously collect consumer information that allows your business to create personalized messages. These can accompany users on their way to check-out by, for example, asking questions or making suggestions that will convince the user and thus generate a lead. This can ultimately help you achieve higher conversion rates for your store.
6. chatbots support the internationalization of your business’
Whether your brand has already tapped into the international market or is still a local brand that wants to reach customers around the world first, chatbots help you serve customers in multiple languages, globally and around the clock. Nothing stands in the way of expanding your sales to new markets worldwide.
7. chatbots avoid human error
However, using programmed chatbots – as a supplement to your human employees – not only saves employee costs. It also helps to avoid typical human errors that arise especially with simpler, repetitive and thus monotonous tasks. A chatbot therefore optimizes your service and saves avoidable and annoying complications.
8. chatbots save costs
Since chatbots offer automated solutions, companies can handle many customer queries at the same time. Thus, implementing them proves to be more cost-effective and faster than creating a cross-platform application with the use of customer service agents. Chatbots thus provide valuable and cost-effective support to your human employees, taking over the simple and repetitive tasks.
8. chatbots save costs
Since chatbots offer automated solutions, companies can handle many customer queries at the same time. Thus, implementing them proves to be more cost-effective and faster than creating a cross-platform application with the use of customer service agents. Chatbots thus provide valuable and cost-effective support to your human employees, taking over the simple and repetitive tasks.
Use chatbots for your businees – our agency will help you with it
At Social Media Content Lab we help you and your business implement your marketing strategies and online campaigns. In doing so, we also rely on chatbots to help our clients achieve the best possible results. If you are also interested in Native Advertising, we look forward to hearing from you.
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