In this article we shall go through all that it takes to deliver superior customer service to the customer using chatbots, we shall start with the benefits of chatbots, their statistics, how it is implemented, how it is optimized, use cases, what to avoid when using chatbots and jump into the solutions that Neurotech chatbots bring to the table.
Customer satisfaction research consistently shows a positive correlation between faster response times and higher customer satisfaction. According to Forrester Research, 77% of customers say that valuing their time is the most important thing a company can do to provide them with good online customer service.
Customer expectations drive their experiences. If you can exceed their expectations by getting back to them quickly, it reflects positively on your customer service and company. If you are slower than anticipated, you’re creating a negative experience.
In this article, we are going to look at the best approach that your company can use to provide customer service within a few minutes while leaving the customer satisfied and appropriately served.
Benefits of Using Chatbots
There are several benefits to using chatbots in your customer service department, including.
- Faster response times: By using chatbots to answer your most frequent questions, you’ll be able to reply to customers faster.
- More efficient use of resources: By using chatbots to answer questions that don't require human input, you can save money and increase productivity.
- Improved customer satisfaction: By answering customers' questions quickly, you can improve customer satisfaction by providing a positive customer service experience.
- Increased customer loyalty: Customers are more likely to remain loyal to brands that provide exceptional customer service.
- Reduced ticket volume: By using chatbots to answer frequently asked questions, you can reduce the volume of tickets in your help center.
- Improved company reputation: When customers receive a positive customer service experience, they are more likely to recommend your company.
- Positive impact on your bottom line: By improving customer satisfaction and increasing customer loyalty, you can positively impact your bottom line.
- 54% of mobile users would rather interact with a chatbot than a human.
- 90% of customers expect real-time service on social media, with 41% expecting a response within few minutes.
- 90% of people believe that brands should provide 24/7 service.
- 60% of people expect brands to offer service outside of business hours.
- 90% of customers expect a response to a text within two hours.
How to Implement Chatbots
There are several considerations when implementing chatbots for your customer service, including:
- Define your goals - Before implementing chatbots, you must determine your goals for using them. Are you trying to reduce ticket volume, or are you trying to increase repeat customers?
- Identify which questions can be answered by chatbots: Before implementing chatbots, you must determine which questions can be answered by chatbots, and which ones require a human touch.
- Choose the right chatbot solution: There are several chatbot solutions available, each with their own strengths and weaknesses. You must select a solution that is compatible with your brand and supports the functionality you need. We at Neurotech Africa can probably make you have the right chatbot solution
- Choose the right platform: Depending on the type of chatbot you choose, you may need to deploy your chatbot on a specific platform. In addition to that, a Chatbot can be deployed on WhatsApp, Telegram, or with a Website. We at Neurotech Africa can usually provide advice on which platform should your chatbot be deployed
- Train your chatbots - Once you’ve selected and deployed your chatbot solution and bot platform, you must train your chatbot(s) to respond appropriately to the questions and requests it will receive from customers.
Tips for Chatbot Optimization.
- Define a Chabot’s persona: Before you deploy your chatbot, you must define its persona. What type of image do you want your chatbot to portray? What language will it use? What types of customers will it interact with? You must consider all of these factors when defining your Chabot persona.
- Set the right expectations: Your customers will have certain expectations when they interact with your chatbot. Be sure that you’ve set the right expectations by informing customers what they can expect when interacting with your chatbot.
- Be transparent about the limitations of your chatbot: You must be transparent with your customers about the limitations of your chatbot. Some customers will want to interact with a human, so make sure you’re offering that as an option.
- Offer a variety of ways to interact with your chatbot: Depending on the functionality of your chatbot, you may be able to offer customers several different ways to interact with it.
- Offer an option to opt-out of interacting with the chatbot: Some customers will want to opt-out of interacting with the chatbot and opt for the human touch instead. Make sure you’re offering this as an option.
- Offer a way to provide feedback about the chatbot experience: Some customers will have questions about their chatbot experience. Make sure you’re offering a way to provide feedback on the chatbot experience.
Examples of Successful Chatbot Use Cases
- Zendesk's Customer Service Chatbot: Zendesk’s customer service chatbot, Tina, is an example of a successful chatbot deployment. Tina can answer thousands of questions about Zendesk products and services, and she can even field questions about other products and services.
- American Express's Business Chatbot: To support small business owners, American Express partnered with Facebook to launch Business Chat, a platform that allows customers to reach out to a business representative via Facebook Messenger.
- Amazon's Alexa: Amazon’s virtual assistant, Alexa, can be used to send emails, make purchases, check the weather, set reminders, play music, and much more.
- Apple's Siri: Siri is another virtual assistant that can be used for a variety of tasks. It’s currently available on Apple products, including iPhones, iPads, and Mac computers.
What to Avoid When Using Chatbots
- Avoid Automating the Wrong Things: Some companies choose to deploy chatbots to automate everything. This is a mistake, as it can negatively impact your brand.
- Avoid Chatbot Hubris: Remember that chatbots are just software. As such, they can and will break from time to time. Don’t become overconfident in your Chabot’s abilities and begin to ignore its limitations.
- Avoid Chatbot Fad Syndrome: Remember that chatbots are in their infancy. As such, you should expect that there will be bugs in the system and that new and better technologies will come along to replace them in the future.
- Avoid Human Disregard: Some companies deploy chatbots as a way to cut costs and reduce the size of their human workforce. While it’s true that a chatbot can reduce your costs, you can’t simply ignore the needs of human customers in the process.
- Avoid Using a Text-Only Chatbot: Your chatbot should provide a two-way experience. If you only allow the customer to send text messages, you’re missing an opportunity to create a better customer experience.
Challenges that you should avoid when investing on of Chatbots
There are a few challenges associated with investing on chatbots in your customer service, including: -
- Chatbot Reputation: Customers are more likely to interact with a chatbot than with a human. As such, you need to be sure that your chatbot is designed to provide a positive experience. When people experience your chatbot, they’re forming an opinion about your company as a whole.
- Investing in the Wrong Technology: Some businesses invest in the wrong technology, either because they don’t spend enough time evaluating their options, or because they’re too focused on cost and don’t see the value in investing in better technology.
Chatbot Technology & Platforms
- Natural Language Processing (NLP): NLP is a technology that allows a chatbot to understand human language, including grammar and spelling. It’s important to choose a platform that offers NLP functionality, as the alternative is to train your chatbot to understand each specific question.
- Artificial Intelligence (AI): AI is what makes a chatbot seem intelligent. It’s the ability to process information, make decisions, and autonomously take action. When choosing a platform for your bot, be sure it offers the ability to train your bot and feed it data.
Investing in the right technology for customer care service is the right way to make your business thrive like never before, and that right technology is the chatbot technoloat its advantages, case stud,ies and ways of deployment/functionality have been stated and well explained with this article. We are changing the customer service experience for companies using these chatbots, hence it’s time to invest in this technology by contacting us or requesting for a demo chatbot: firstname.lastname@example.org , +255 757 294 146