Artificial Intelligence (AI) since its implementation throughout businesses including the call centre and customer service industry has made significant changes and has brought a lot of advantages with it. Through AI, we have seen the development of chatbots play an important role in advancing the call centre space in improving customer services and now it’s here to reduce voice calls to save costs and waiting time for both clients and service providers.
With that in mind, let’s delve deeper into chatbots by taking a look at the top five benefits of chatbots in customer services:
1. Chatbots sell while we sleep
One of the best benefits of chatbots is that they operate 24/7. Instead of customer waiting for business hours to get assistance or attended; they can utilise chatbots to get their queries attended at any time. Since bots are on digital platforms where people are found lately, chatbots can be used to automate common tasks such as arranging meetings, providing advanced search functionality at any time of the day.
2. Cost savings:
Companies’ need for growing the customer service department can be managed by rolling out increasingly capable bots for handling more and more complex queries daily.
3. Increased customer interaction and sales:
Bots provide another channel to reach out to your customers. Bots can be leveraged to increase customer engagement with timely tips and offers. Chatbots are also great when it comes to Instant transactions – this happens when actions like changing or querying records are almost instantaneous for bots.
4. Gaining a deeper understanding of customers:
Customers rarely talk/ communicate with businesses. Chatbots are there to provide businesses with detailed, actionable records of customers’ greatest concerns and keep records of received queries – helping businesses improve their products and services.
The best thing about chatbots that have been highlighted above is that they mostly bring convenience and it is the best time and cost saver. This is not to say that bots are here to replace the essence of human customer services but these can work hand-in-hand to grow businesses and increase customer experiences. Chatbots can be integrated to work with together with employees through automating queries that require human interaction to go to live agents; directly from business’ website/ where queries are sent from customers.
Chatbots were likely to be seen as an idea of the future; we are in the future now and businesses have slowly joined in!