Chatbots are changing the way businesses engage with their customers, and when the chatbot interactions are seamless – these changes are exceptional.
Bots have become a vital part of most customer experience strategies. Whether it’s providing support or increasing efficiency, chatbots are creating seamless customer service management.
A recent survey found that 80% of businesses plan to use chatbots by 2022, while a Ubisent study found that 35% of consumers want to see more companies using chatbots.
Here are three ways a chatbot can enhance customer experiences.
- No interruptions during a real-time chat.
Bots allow customers to engage with businesses at any time, anywhere. They analyse questions and respond with answers that meet the requirements of the questions.
Most bots can also be seamlessly integrated into a website or app, saving customers the time to search for customer service channels to solve their problems.
Most customers communicate with businesses through their favourite messaging apps such as WhatsApp, Facebook, Telegram and many more.
- Customer Service 24/7 all year long.
It comes as no surprise that your customer service agents need sleep, but your bot doesn’t. Customer requests often arise outside business hours, so they need a way to seek answers to essential questions when your team is not ‘online’.
Chatbots give customers the opportunity to get their queries resolved at any time. A chatbot should also provide the customer with the feeling of chatting with a real agent.
- Not as stressful
Chatbots can simplify the user journey. Instead of finding numbers to call, waiting on hold and explaining their problem over and over again, customers can have real-time, stress-free channels to engage with.
Chatbots can reduce the time it takes to solve problems and reduce the need for human intervention. On the other hand, intelligent bots will trigger human intervention when needed, making the chatbot strategy a business uses highly efficient and improves the entire customer experience.