Customer Loyalty is unquestionably one of the ultimate goals of every business. The key to achieving that is providing a great customer experience. With technological advancements, customers now expect more from businesses especially with regard to customer service. This is where chatbots come in to play.
Being a product of technological advancement itself, chatbots are of great use to businesses. Improved communication and customer experience can eventually lead to increased sales and loyalty. And chatbots play a role in helping to achieve that. So how exactly do businesses benefit from chatbots?
Customers hate having to wait ages when they have an enquiry online. Chatbots eliminate this as they can be programmed to reply immediately. It can also be used to direct the customers to a FAQ page for simple enquiries. For more complex challenges, a simple acknowledgement would do until a solution is found and conveyed. A quick response rate goes a long way in satisfying customers.
Engaging with customers helps to quicken the process of moving them to the end of the sales funnel. Chatbots can be used to initiate conversations informing users about a brand's latest products and promos. This would stimulate interest and a response from the user. From there on, the users can be guided to a landing page where they make their purchase decision.
In the long term, chatbots are a one-time investment set to save businesses the sum they spend on humans to do the same job less efficiently. Yes, at the moment there are certain elements which only human intervention will help with, but with tech development, there are aspirations to change customer service completely in to self-help service.
When doing a repetitive task, it's human nature to lose interest which would cause a drop in performance levels and service quality. There's no risk of this with chatbots as their efficiency will never drop due to the automation of repetitive work. So, with all of these benefits, chatbots are gradually replacing humans on the customer service front and rightfully so. Is it time for you to get your business a chatbot too?