When you run into an issue or have a question for a business, what kind of service do you expect? Probably one that is quick, helpful, and accurate -- but we all know that’s not always the case. Human customer service representatives can be unreliable. That’s why a chatbot for business has become an essential feature of customer service.
A chatbot is simply a computer program that can automate messaging with a conversational interface. It’s nothing more than an automated hub of information.
The most sophisticated and technologically advanced bots are powered by artificial intelligence, which means they have the ability to understand intricate requests and questions, personalize responses, remember customer information, and improve interactions over time.
But the majority of chatbots follow a clear set of rules programmed by a person through a bot-building platform. This bot is more simple in its nature but still acts as a helpful customer resource.
Why is a Chatbot for Business Essential?
Consistent and Reliable Service 24/7
Bots provide consistent service all the time. Literally, they are available to answer queries 24/7, which is great news for your customers. All any buyer wants is a quick and direct line between their issue or question and a solution.
Of course, people are still a necessary part of customer service, but automating the parts that you can, will benefit everyone. Because we are only human, having live customer service representatives can be unpredictable and leave room for human error. A chatbot provides consistent, reliable, and accurate solutions every single time.
One of the greatest benefits of a chatbot is that it can take on a virtually unlimited amount of customer queries at one time and still perform perfectly. So it comes as no surprise that 90 percent of businesses report faster complaint resolution with bots.
During busy times, instead of getting put on hold or missing a call altogether, a bot can simultaneously provide solutions, which a person just can’t compete with. Not to mention they provide immediate answers.
Consumers want the information they are looking for as quickly as possible and are increasingly turning to chatbots as the technology continues to advance and provide more sophisticated and customized responses.
Approximately 40 percent of people of all ages prefer to use chatbots when shopping online. And that’s because it enhances the process and makes for a smooth shopping experience.
A chatbot for business eliminates the need for customers to get stuck on hold waiting to speak to a customer service representative or wait days to get an email response. It gives the customers control over the situation and allows them to communicate with your brand when it works for them.
This convenience is unlike any other. Bots can remember customer information, which reduces the need for customers to repeat themselves to multiple customer service representatives and makes for a much more personalized experience by addressing customers by their name.
Bots also have the ability to transfer the customer to a human if the request exceeds a bot's capabilities. Overall, chatbots work to improve service and deliver a better customer experience.
Business leaders say chatbots have increased sales by 67 percent on average. This is happening for a variety of reasons.
For starters, chatbots can be programmed to record customer’s buying history, track the patterns of your customer’s purchases, and look at previous consumer interactions and purchase histories to ensure that they are delivering the most personalized upselling offers.
73 percent of customers say that valuing their time is the most important thing a company can do, and 53 percent will abandon an online purchase if their questions aren’t answered right away. A chatbot solves this problem by providing 24/7 support and never wasting their time.
Customers usually need help when making a purchasing decision. Having a chatbot to answer questions anytime, even after hours, in real-time is key. It’ll streamline the transaction process and lead to more sales for your business.
Chatbots can answer 80 percent of standard business questions, which means you and your employees are only stuck answering the remaining 20 percent. In other words, a chatbot allows you to work smarter, not harder.
Implementing a chatbot will save you money in overhead customer service costs -- and not just by a little. Chatbots can cut operational costs by up to 30 percent.
It’s also worth mentioning that a chatbot won’t only save you money, it will also save you time so that you have the freedom to do what you love and tend to more complex matters that a bot can’t handle -- yet.
Thrive Using a Chatbot for Business
It’s predicted that 85 percent of customer interactions will be handled without human agents by 2021. And that’s referring to all customer interactions. It's not just for massive corporations, companies with between one and 50 employees use chatbots more than others.
A chatbot can be a pop-up window, clickable tab on your website, SMS bot for text messaging, or a variety of options depending on your needs. They’re fully customizable to be exactly what you want.
When choosing what chatbot you want for your business, make sure it has all the capabilities you are looking for and can improve customer communication.
Consider GoSite’s Messenger tool, which allows you to get connected online, improve operational efficiency, and provide your customers with the best customer service possible. It’s a great option for almost any business to optimize your time while making customer service a breeze.