Four reasons why a business needs a chatbot
Chatbots have revolutionized the way businesses interact with customers, but it’s not just large brands that can benefit from the range of services they provide.
Here we look at the top four reasons why consumer-facing businesses of any size can benefit from a chatbot.
1. 24/7 support
The majority of businesses only open for an average of nine hours a day, so what if a customer tries to contact a company outside of hours?
Chatbots are on call 24/7, serving customers even when a business is closed. They can capture user information and direct them to where they can receive further assistance, without the need for human intervention.
This will allow a business to engage with and support its customers at all times – no breaks, no day-offs.
2. Handle a high volume of queries
Due to the high volume of traffic on e-commerce websites, if a customer has a problem then they often have to wait before they are seen to. This can have a negative impact on sales and even affect a consumer’s overall attitude towards a brand.
Chatbots can provide instant answers to customers without a business having to increase its resource. With chatbots handling relatively straight-forward questions, it will free up human customer service representatives’ time to focus on more complex customer queries.
3. Bring personality to the brand
Believe it or not – chatbots don’t have to be robotic. Businesses can program the technology to use certain phrases or even employ a tone that mirrors the script of its customer service representatives – it can even tell your favourite joke if you like!
This means that a chatbot can be another tool that helps to represent a company’s ethos and set it apart from its competitors.
4. Cost saving
Customer service is vital for building consumer loyalty, especially if you’re a small-scale business or a start-up.
There will always be a need for firms to use human representatives to handle complex queries and issues. But, using a chatbot allows brands to solve simple questions quickly and efficiently, without incurring the cost of building a large in-house contact center or outsourcing services.
To read more information about chatbots, its features, capabilities and benefits, click here.
Author: Editorial team Future. Customer
