Are you operating a chatbot in your business? Are you wondering if it really would be a positive step for your customer call centre? Have you ever wondered what you can do with these specialised tools?
This article will explore how chatbot apps can benefit your customer call centre and improve your brand's image.
Business benefits of an AI Chatbot App
Chatbots offer 24/7 support
Let’s start with something that you already know.
Chatbots can be used to provide 24/7 customer service. This will allow you to open additional lines of communication with customers who may not be able to contact you via phone during regular office hours. And that’s a great thing, especially considering that most of us spend many unsociable hours surfing and looking for answers online.
If there's some topic that isn't handled by the chatbot agent but needs more detailed information than an FAQ page offers, then manual agents can take over from there and continue providing assistance until the issue is resolved.
Businesses can save money with chatbot apps
Chatbots are cheaper than hiring more people.
Because chatbots can handle initial customer questions and inquiries the same way human agents would, they can replace the need to hire additional human workers at your call centre. This means that, as your business grows, you can use that same budget to develop a chatbot app specifically designed for your business needs instead of spending money on new hires.
Chatbots don't get sick or take vacations.
Unlike humans who are at the mercy of viruses and other ailments, AI bots don't need time off from work due to illness. They also don't have any birthdays or other special occasions where they need time away from their tasks either! And if there's ever an emergency situation with your business—like an unexpected power outage—chatbots will simply carry on working as long as your UPS is running.
Chatbots have become an integral part of many industries worldwide because they're easy to implement and scale quickly. They're also cost-effective compared to traditional methods of communication like phone calls or emails due to their lower overhead costs.
Chatbots speed up the customer service process
Chatbots can speed up the customer service process by answering basic questions, helping customers find information, and navigating them through your website. They are also great at taking orders and handling payments without human intervention. Additionally, chatbots can be programmed to use personal information to provide that emotional connection to the customer. Yes, we know it’s a bot, but it feels good when they use your name and have your data at hand, don’t you agree?
Chatbot support agents can also handle issues in different languages and across multiple platforms. This is a real plus if you operate a global business.
Fast, personalised service
Chatbots can handle a wide range of queries and even search connected databases for answers to more complex queries. Bots can be very personal when they are given the right data. Answers can be tailored based on customer data, and even recommendations can be made according to their preferences.
Additionally, advanced AI chatbots combine machine learning and natural language processing (NLP) to understand context, not just keywords. Therefore, your chatbot is able to predict the customer's intent from their responses, making it seem as if they are speaking to a human.
Chatbots can gather valuable customer data
You can use chatbots to gather customer data. This data can be used to improve your products and services, which will ultimately help you provide better customer service. AI is great at analysing large amounts of information and making correlations between them, so it’s no surprise that it can also be used for this purpose.
Coca-Cola ran a worldwide competition whereby customers could scan product codes to enter a prize draw. Implementing an AI chatbot eliminated three major challenges of this campaign, namely, instant feedback, authentication, and system abuse. By using a set of simple rules, the AI chatbot streamlined the entire process without creating additional barriers to entry.
Promote your brand and products with a chatbot
With the help of AI-based chatbots, you can create automated responses to common questions. You can use this information to promote related offers or products in the chatbot’s response. For example, this can be done by displaying links or images in the automated message directly from your website.
Signing appointments can be scheduled and rescheduled through the messaging app for the legal industry. Real estate agents can provide their clients with information on houses for sale or keep up to date with the status of their purchases. Chat apps allow plumbers, electricians, and contractors to schedule appointments and consult on service and maintenance needs.
Putting your customers first
It’s clear that there are many reasons why your customer service call centre would benefit from an AI chatbot app. It’s also important to remember that this technology - as incredible as it is - is still in its infancy and has many exciting years of growth ahead. As more customers demand better and faster service, you can be sure that chatbots will continue to evolve into essential business tools.
We encourage you to chat with our team to unlock the power of customer service AI chatbots and discover what amazing customer service really looks like.