Top 9 Benefits of Using Chatbots in Your Business
It’s 2020 and the global pandemic has shaken and stirred businesses across the
globe. With travelling restrictions in place across the world, we experienced
firsthand the benefits of having a digital first strategy in almost every sphere of life.
Social media and messaging apps rule the market and according to experts, around
89% of enterprises have already or are in the process of digital first strategy in
their business.
Chatbots are primarily aimed at providing efficient customer service. Well, in these
competitive times it definitely makes sense to provide most user friendly and
enhanced customer service.
Chatbots Enhance Customer Experience
Every customer would like to have a 24/7 service and chatbots enable that for
customers. Rather than waiting on an actual person to help, resolve, or book an
order, customers rely on chatbots. Here we would like to talk about top 9 ways
chatbots can help you in your business.
#1. Great Customer Service
Studies show that over 83% of customers need some sort of customer support
during online shopping. Customers' work and leisure activities vary, and so as a
business you need to be ready 24/7 for your customers. The customers will need
clarity on what product is best for their needs or the budget as well. On the other
hand, user experience is not always the same for every user. And, there might be
times when there are navigation issues, lack or product information, payment
issues, delivery questions, registration issues, and so on.
In scenarios like these chatbots work as a real sales support personnel manning the
counter in a physical store. Chatbots can be programmed to ask leading questions
that make them sound like real humans. Chatbots can provide voice or text support
and they can also show product pages, help pages, and direct users to the right
resources or pages when needed.
#2. Stay in The Trend
Social media and messaging applications have been distributed across the globe
and both young and old alike are hooked on to their SM platforms such as
Instagram, Facebook, and Twitter to name a few. Customers prefer to communicate
with brands via chats because it is a feasible option for them. As a result, the
businesses are able to keep up with the modern trend and on top of the things
when meeting consumer demands.
Over 65% of users prefer to use their standard social media applications for all their
communication. As a result, businesses when they integrate their chatbots in
popular platforms are able to keep up with the trending customer user behavior.
Humans are efficient and effective when communicating with/handling one human
at a time. However, that is not the case with chatbots. Chatbots can have
conversation with literally a thousand people at one time. Regardless of the time or
day someone contacts your business page; the bots will answer each and every one
of them immediately. This feature also helps businesses to scale their offerings and
services.
For example, a retailer having increased demand for a product or service doesn’t
need to take all the requests from the phone or over the counter. A chatbot will be
efficient to take the orders and provide strong customer care.
#4. Flexibility in Business
Chatbots provide great flexibility in business and can be used in almost any
industry. It is quite easy to switch to chatbots when compared to other products
and services that need a lot of research, development, and testing. All that you
need to do is to train the chatbot with the right language and structure and it is all
set to go. On the other hand, if there is a lot of interaction between two zones such
as service and sales, you can also have custom built presets to enable it with
carrying out the interaction with users.
#5. Reduce the Cost
Businesses invest a lot in providing customer service. Billions of customer service
requests are made across multiple industries. According to a study, it costs a
whopping $1.3 trillion for businesses to sustain in this demanding customer service
environment. However, AI chatbots help to significantly reduce this cost for
businesses. When done right, businesses can save up to 30%/year when providing
service to clients. This turns out to be a huge saving over a period of time.
Repetitive customer support requests and support is handled by the chatbots and
this leaves representatives to handle more complex queries. When chatbots are
first contact for any query, it helps to filter out the requests. The regular and
repetitive are handled here, and the more complex requests can be filtered out to
the experts. This in turn saves time and in turn reduces the overall cost in this
area.
#6. Understand Customers Better
Customers and business interaction on what they expect from you is close to none.
Even if there are phone calls or emails, it is challenging to put all of that into one
container and get a clear picture about their expectations. However, chatbots are
designed to help your business with actionable and detailed insight about what
exactly does your customer expect from you and what are the different pain points.
This in turn will help you target your offering to directly target the customers based
on what exactly they need and may need in the future. In the long run this helps
businesses to be effective and efficient in what they offer.
#7. Reduced Human Errors
Even with repetitive tasks, there are increased chances of humans to make errors
in the business environment. Errors in customer service create a huge dent in a
company's reputation and a business cannot afford to have it in the current
scenario. Sharing product information, collecting customer information, or
communication slip can very easily happen with manual intervention. You can get
error free services and also avoid any complications when serving customer needs.
Chatbots ensure that there is accuracy in every minute details and this gives you a
competitive edge over others when serving your clients.
#8. Scale Your Offerings
Businesses are often baffled when it comes to scaling offerings. One of the main
concerns is having the right support to keep up with the growing consumer
demands when the services increase. Well, why not automate the customer service
with appropriate chatbots that will meticulously and accurately handle the
consumer demands. This will help you use the cognitive skills and manual
intervention of humans in areas where it is actually due. Businesses can easily scale
offerings when chatbots man the operations of support..
#9. Ease On boarding
Chatbots help maintain a very clear and easy to understand conversational flow and
structure of conversations and processes. In businesses, on boarding is constant
with growth and so there are several training and formalities that take up a lot of
time. However, chatbots provide ease of training by providing the data in just a few
easy clicks. Rather than investing a lot of time in training the new employees, the
chatbots provide access and facilitates easy learning to help businesses with easy
on boarding.
Codetru: Your Chatbot Experts
We enable digital transformation for a wide range of industries. Working on state of
the art technologies, Codetru paves way for a digital first strategy and implements
customized solutions. Chatbots are a common requirement in businesses today and
we help you realize the true value and implement effective solutions as well. We
look forward to helping you with your digital transformation journey.
