Chatbots are changing the way companies interact with their customers. If the chatbot is of a high quality, those changes are usually positive.
So What is a Chatbot?
A chatbot is software that can communicate with humans via a live chat interface. Either through the company’s website or through platforms like Slack, Skype, Facebook Messenger and WhatsApp.
Simple chatbots scan the keywords in a customer’s inquiry and provide pre-written answers. While more sophisticated chatbots (powered by artificial intelligence and machine learning) use natural language to create conversations and responses that are more complex.
How Chatbots Improve Customer Experience
1. Provides 24/7 customer service
Your chatbot works around the clock! It’s not always convenient to ask your question between 9-5 hours! Chatbots give customers the opportunity to get answers to their questions at a time that suits them.
2. Improve your customers journey
They can pop up on any page throughout customers journey. They can offer more information or to simply be available if the customer needs more help.
3. Reduces customer stress
For some customers, speaking to a sales agent to explain tnsultantheir problem or ask questions might be stressful – having the option of a chatbot helps to reduce these anxieties.
3. A personalised experience
Modern chatbots are capable of pairing conversational data with the visitor’s profile – they can then personalise the entire experience to the customer.
4. Chatbots can be multilingual
Chatbots can handle thousands of customer queries at once in multiple languages. Being able to offer several languages means the customer can easily speak in their own native language.
Chatbots demonstrate approachability, accessibility, and efficiency, regardless of who is landing on your site. They help to improve the experience by giving customers the confidence that they can reach help when they need it, in a way that’s convenient for them.
With the right approach and implementation, a chatbot can improve the customer’s experience and boost revenue, all while saving your business time and money.