How to improve our customer service with chatbots?
Currently, with technological advancements, the use of digital channels has become the primary form of communication and e-commerce for companies. Many of them have had to adapt to the digital world in order to create personalized customer experiences, and for this, chatbots are the answer.
The current trend is also artificial intelligence, which is here to stay.
What are chatbots?
A chatbot, also known as a conversational bot, is software that simulates a human conversation through automated responses. These responses are established after research, always taking into account the customer/user and their potential problems.
In 1960, the first software considered a chatbot was created, called Eliza, by Professor Joseph Weizenbaum.
Why do chatbots improve customer experience?
Companies often fail to provide good customer service, and this has become a challenge. After the pandemic, the challenge of putting customers at the center of the experience has only grown.
Providing personalized and close communication with your customers allows for a better relationship without interference or causing problems.
Engagement statistics continue to increase through digital channels thanks to technology, and chatbots have been great allies in this regard.
Chatbots have allowed for increased productivity and efficient customer management, as their responses are instantaneous and have provided faster and more personal interaction with users.
We'll share some essential elements for a successful journey with your clients:
Speed:
Customers want quick conversations and don't have the patience to wait for answers, which is why your team members need it.
Omnichannel:
Establishing communication strategies through different channels such as calls, messages, emails, social media, websites, and e-commerce is ideal for companies to create a better customer experience.
Human Quality:
A differentiating and important factor in customer service is empathy, treating others well, putting yourself in the users' shoes, and showing genuine interest in their needs without being sales-oriented.
Personalized Attention:
The most important thing for a customer is the attention you give them. They want to feel important, and they notice all of this from the first moment they are served. They address them by name, knowing their needs before offering them a solution.
Can a great user experience be delivered from a chatbot?
The answer is yes. Chatbots are a technology that has evolved and now facilitates the customer service process and creates a pleasant and unforgettable user experience.
Features and advantages of chatbots:
- Chatbots allow you to handle thousands of conversations simultaneously, whether on social media, your website, email, or mobile apps.
- Chatbots can also be used to automate services provided by companies in various areas, such as support, sales, administration, and marketing, to streamline contact between agents and employees with customers.
- They can be used to create tickets and provide support without having to have a 24/7 agent available in a chat.
- They are also able to identify users' emotions with each interaction they generate with customers.
- Consumers should include user experience as part of their strategy, adding all of the essential elements mentioned above.
Bots are recommended to provide a better experience to customers by:
- Unify digital communication channels
- Use the same language of communication.
- Create a good customer service speech to address customers in sales.
- Putting the customer first.
Fountain: Chatbot
#We invite you to read our blog post «"How to integrate social media into the Contact Center?"»
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