Chatbots are being considered the next big thing in business. Organizations of all types, big or small, are increasingly deploying chatbots to offer exceptional customer service.
In fact, it has been estimated that around 80% of the organizations across the world will implement chatbot services in some form or the other by 2020.
In this blog, we will throw light on 6 major ways in which chatbot services are helping organizations achieve their most significant goals. So, let’s deep dive and discuss.
1) Chatbots offer Uninterrupted Support
In this age, when businesses are leaving no stone unturned in delivering exceptional customer service, offering 24*7 customer support is vital. Even the slightest delay in responding to their queries can deter them from buying from you.
When human agents handle customer service, it’s quite likely that they get exhausted, confused or irritated after handling a couple of customers.
Chatbots are unlike humans in many respects when it comes to handling customer support. Chatbots can offer 24*7*365 support without experiencing fatigue or any kind of negative emotions.
While it’s true that chatbots cannot replace human agents completely, they can answer all simple, frequently asked questions in a jiffy and direct the customer to human agents only when absolutely necessary.
So, the bottom line is: organizations can deploy chatbots to offer uninterrupted support and prevent customers from waiting for long periods to get their issues resolved.
2) ChatbotsexpediteLead Generation
Most of the modern businesses operate in an omni-channel model. They operate not only through their website but also through social media channels such as Facebook. As a business, you can integrate chatbots with all these channels and engage customers through personalized messaging throughout their buying journey.
A potent lead generation tool, chatbots in India gauge the requirements of your customers by asking the right set of questions. They also guide them in making a quick decision. All this expedites the lead generation process and ensures all the warm leads end up buying your product/service.
3) Chatbots trim down Operational Costs
In the long run, deploying a fully functional chatbot can be far more economical as compared to hiring human support agents. While a human agent can handle only up to 1-2 customers at a time, chatbots can handle multiple customers simultaneously.
So, a sophisticated chatbot in India can do away with the task of recruiting new agents. Besides, chatbots can also avoid the problems caused on account of errors by human agents.
In fact, according to a recent study by Chatbots Magazine, businesses can save up to 30% by implementing chatbots.
Most of the chatbots in India involve a one-time expense. So, once you have created a fully functional chatbot, the cost of upgrading it to meet new requirements is quite low. As a matter of fact, it is believed that by 2022, chatbot services will trim down business expenses by up to $8 billion.
4) Chatbots enhance Customer Engagement
In this era of cut-throat competition, it is essential for businesses to keep both the existing and prospective customers engaged with their brand. According to a study by Bain and Company, businesses that keep their customers engaged successfully increase their customer spend by up to 40%.
AI-based chatbots in India offer a great deal of personalization. They analyze customer responses and provide an appropriate answer instantly. They also assess customer history and suggest a suitable course of action, be it buying a product/service, visiting a particular webpage or downloading a user guide.
Besides, many of these chatbots address customers by their names and add a dash of humor to the conversation. These things go a long way in enhancing customer engagement.
5) Chatbots improve Productivity
In this age when time is equated with money, chatbots help businesses enhance their productivity manifold by offering instant answers to many simple questions posed by customers.
By answering queries in real-time, chatbots help businesses improve their average response time significantly. Chatbots can scale seamlessly when the number of conversations increases without missing any requests. Plus, they automate a lot of information-based queries, allowing human agents to spend time on crucial issues that cannot be resolved without human intervention.
6) Chatbotsensure Customer Satisfaction
Most of the businesses today offer reactive customer support through email or phone. They communicate with customers only when they report their issues. These businesses do not initiate any communication from their end.
In this era of cut-throat competition, such a passive approach can impact your business considerably. Chatbots come to your rescue in such a scenario. Using chatbots, you can initiate proactive chats with customers and offer them personalized recommendations. This can bolster customer satisfaction and enhance the perception of your brand in the long run.
Can you think of other ways in which chatbot services help achieve business goals? If yes, please let us know in the comment section below. Thanks for reading.