Introducing a revolutionary method to master customer service. — Engati Blog
Chatbots and AI are drifting pretty quickly from being a new customer service tool to going mainstream. Each day, there are more and more customer service organisations that are turning to the power of AI and chatbots to automate their tasks.
Person-to-person customer services has become old-fashioned. After all, the key to customer loyalty and increase in sales is by improving the customer experience with the help of technology.
In today’s blog, we’ll learn about how conversational AI has brought about a revolution in the customer service.
To begin with.
Is there a place for chatbots in customer service?
Customer service is a massive $23 billion sector. Companies encourage chat functions to reduce dependency on humans. Conversational AIs offer a way to reduce costs and satisfy customers by being fast and convenient. Businesses reduce costs upto 30% by using customer service chatbots.
Within a decade, conversational AI will be capable of replacing the everyday man at the customer support desk.
Conversational AIs provide more efficient, personalised solutions with less chances of errors. Using them to answer simple questions and engaging customers is effective. Hence, chatbots are growing in its popularity and are being used extensively now by different sectors of the industry.
How can chatbot improve customer support?
Convenient and fast service.
So let’s imagine you run a customer service organisation and have a team of support aid to customer queries. Presume your support team is really efficient, responding to customers within 24 hours and getting recognition for their work. But what if you had to make your team respond in under one minute, to more than one person at a time and solve problems even in their sleep? It’s impractical. So instead of expecting humans to function like robots, employ robots themselves to handle such speedy tasks.
In the fast-paced world that we live in today, 69% of the customers want quick answers, while 40% of the decision makers take a minimum of 60 minutes of time to come to conclusions.
To bridge this gap, it’s a better option to integrate conversational AIs into your business which have proved to be way more fast and convenient.
Engage customers better.
As per a study, customers expect the same from brands as they do from friends. Warm and welcoming one-to-one conversations make customers feel valued and heard, versus grumpy humans.
It’s the end of friction in communication. Conversational AIs are easily reachable, saving the hassle of having to place a call, wait to speak to a person and try getting the information from that person.
When you engage customers better, customer loyalty grows. Chatbots have increased the response rates by being available 24/7, and open rates by 88% and higher.
Help track customer satisfaction.
Remember receiving “how was your experience?” emails after you contact customer support? Now it’s easy to build a follow-up message within the chat itself. It helps you improve response rates and the customers are less likely to experience respondent fatigue.
According to the statistics, 41% of companies struggle to organise and use customer satisfaction data. Hence, conversational AIs make it easier for companies to collect this data so that they can make more strategic decisions for their growth and development.
Handle extensive queries.
Irrespective of the size of your business, your customers will always have queries. And when the queries come in, you have to be armed with quick and correct responses.
Conversational AIs carry out this task really well. They’re exceptionally effective at handling simple queries at large scale- a lot more than human agents. In case your chatbot makes any error, it can be easily detected and trained not to repeat it in the future interactions.
They also save support costs. You can rather invest in a more efficient, quick conversational AI than into a support team.
A study shows chatbots cut the customer service costs upto 29%-46%, depending upon your business.
Chatbots solve disposable queries , while the humans can take care of complex problems.
Chatbots help employees of an organisation focus on complex tasks, while rendering conversational AIs to solve commonly asked questions. Instead of making your staff answer the same question a 100 times, a bot can automate it and do it endlessly.
When a query is complex and requires a real person, a chatbot can recognise it and direct the conversation to the right person, for example- live chats. This feature adds an even more personal touch to your interactions with the customers.
How chatbots differ from traditional customer service?
There are numerous differences between chatbot services and human agent services.
Some companies use IVRS as an alternative to human agents, but the customers are forced to listen to lengthy recordings when they need quicker resolutions, which can deliver a frustrating customer experience. And human agents, as we know, lack efficiency and knowledge.
Therefore, chatbots merge the best of both worlds without the downfalls. They engage customers in a personalised and relevant conversation. Since chatbots are connected to various backend systems, they’re informed of all data that can provide context and more value.
A few more differences are:
- 24/7 customer support
- Know your customers better by collecting their data and conversational history.
- Go easy on the pockets, as compared to hiring a team.
- Put an end to disputes and tensions in the interaction.
- Help send the right message to the right agent in cases of complex queries.
- Make the guests feel cared for and heard out. Hence, making customers come back and invest their trust in your organisation.
- Customise interactions across various channels.
How are chatbots shaping the future of customer service?
Chatbots are growing rapidly beyond messaging services. It’s estimated that by 2020, 85% of customer interactions will be powered by chatbots.
Chatbots today not only perform natural language understanding but also perform cognitive tasks such as:
Customers today are a lot smarter and demanding than they were five years ago. In order to keep up, you have to be an expert at your communication with them. So make your customer support work smarter, rather than harder.
Speed and efficiency account to huge success rates at customer service strategies, and chatbots are the easiest ways to instant improvement in customer services.
Start with Engati conversational AI today to provide better, faster, 24/7 customer service on your website.
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Originally published at https://blog.engati.com on July 24, 2019.