5 Advantage of Using Chatbots in Businesses
Are chatbots the future of customer communication? Learn more about the advantages of using a chatbot.
Behind the chatbot is artificial intelligence (AI), which makes it possible to answer questions. The science of artificial intelligence deals with the replication of human action and perception by machines. So are chatbots the future of customer communication? From the perspective of the supplying company, the possibilities sound at least quite tempting: You can communicate with your target group with significantly less effort. In addition, consumers and providers can exchange ideas directly via a chat widget on the homepage or via messenger services. Learn more about the advantages of using a chatbot.
1. Easy to use
Chatbot users communicate with a bot in a very natural way. You don't have to learn a complex application structure or code commands to use chatbots. Using chatbots is incredibly easy, and anyone can actually join in.
This means that the barriers to entry with chatbots are very low. You can even reach users with chatbots who are otherwise not very tech-savvy or may even have a certain fear of technologies such as computers or smartphones.
For example, almost everyone can use WhatsApp these days. Communication with a chatbot is nothing else and, therefore, very intuitive and easy for most people. Even those who are otherwise reluctant to use a computer communicate with great joy with a chatbot.
2. Automate simple processes
Chatbots are not intended to replace your service staff. But they do exceptionally well as their assistants. Automate simple tasks, such as making appointments or sending reminders, using a chatbot. Chatbots are now able to do a lot more for you, such as sending or receiving emails, managing and confirming contracts, transmitting the delivery status, or canceling orders. An often overlooked benefit of chatbots is the ability to collect feedback.
Dissatisfied customers will likely turn away from you without giving a reason, leaving you with no chance to make amends. So instead, use the chatbot to ask customers after the conversation or to rate your offer and write a review. This is handy for your customers and gives you instant results.
3. Customers can reach you immediately.
In contrast to traditional customer service, your chatbot is available around the clock and is always available. It even answers your customers on weekends and late at night. Chatbots can work on these in parallel without any problems, without being disturbed.
And should there ever be a question that your chatbot cannot answer, there is still the option for users to be forwarded to a human employee. Outside of service hours, you can leave a message for customer service, which the customer can answer by email on the next working day.
4. Chatbots to support the service agent
Chatbots can do work both in front of and behind the scenes. Think, for example, of a bot that automatically handles messages that do not require staff or the automatic tagging of messages based on smart technology. A chatbot can also forward specific questions to the responsible employee to end up directly with the right department or the right employee. These bots can run in the background and do not have any customer conversations but are a valuable addition to the service department, especially intending to improve efficiency.
5. Potential in online marketing
Chatbots have great potential if they are used in a targeted manner in online marketing. The number of users of messenger services such as WhatsApp and Facebook Messenger alone is auspicious. Not only the range speaks for marketing activities via chatbot, but also the availability. The virtual assistants can be reached 24 hours a day and not like the customer service in a call center, only during the specified office or service hours. With the ongoing work on the everyday suitability of artificial intelligence, the importance of chatbots will also increase.
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