If you are a business owner, you need to deal with your customers’ multiple queries and conflict resolution daily. This can be done with chatbots empowered with artificial intelligence. Chatbots are special software programs that interact with your customers like humans. They are available 24/7 and can effectively cater to your customers’ needs at any time, day, or night, even during holidays.
They are accommodating for any business as they promptly take care of the customer’s needs. The business can save money on customer service professionals to enable business employees to focus on other core matters of the company successfully.
Chatbot marketing – An edge- cutting strategy for your business growth today
Most companies today have developed custom chatbot applications for customer care. However, they have mixed results as all of them do not perform in the same way. Some chatbots have been so useful that their presence has boosted business growth. On the other hand, some chatbots have degraded customer service primarily because they could not understand the customer’s questions, giving an incorrect response.
To arrest such disasters, if you are thinking about creating a chatbot for your business, you should take into consideration these two essential factors-
- When should you introduce your chatbot to your customer?
- What should you do if your chatbot cannot answer a question?
How have successful businesses embraced Chatbots?
Successful businesses have embraced custom chatbots that have been powered with artificial intelligence or natural language processing. These technologies give them the ability to understand complete sentences. Their conversation flow is similar to messaging apps, except here, you are interacting with a software program. Chatbots can perform the following tasks for customer care service-
- Information- Chatbots deliver information in real-time over other channels of interaction with the customer. For instance, you can track the status updates of orders with chatbots and deliver them to customers. Here, the chatbot should be connected to a company.
- Redirect to a customer care agent- You can use a chatbot at the beginning of your customer interaction. The chatbot can take the necessary details like the nature of the query or issue, customer name, phone number, product type, etc. Upon verifying all the above information, the call can be transferred to a customer care executive for further discussion.
- Self-service- Businesses have some necessary inquiries with the same standard answers. Your chatbot can manage them for you. In this way, they can take off your customer care representatives’ workload and address simple queries. When details are needed, the chatbots can transfer the conversation to a qualified customer care professional to take it forward from there.
Incorporating Chatbots customized for the specific needs of your business
You should hire software developers from an excellent company to build a custom chatbot for you. Chatbot developers will understand your business and create a bot that fits into your industry with ease. When you choose developers for building your chatbot, ensure they have experience in the industry you deal with.
Customer Service Chatbot and its key benefits for your business marketing campaigns
After you invest in a good chatbot development company for building the chatbot, your business will enjoy the following benefits for marketing and customer care-
- Save costs- You can effectively scale down the number of employees in your business’s customer care department and save costs. Small businesses with limited budgets can benefit the most with custom chatbots.
- Take care of complex queries- Chatbots can resolve simple and complex queries. They are proactive and maintain a consistent standard of call quality.
- 24/7 availability- Chatbots are available 24/7, and so customers can call at any time they want.
- Customer Satisfaction– Customer queries are answered promptly, boosting satisfaction instantly. Happy customers give birth to loyal customers.
- No queues or call drops– Most businesses cannot keep their customer care department fully staffed day and night. This is where chatbots can take over and ensure customers are catered to without the frustrations of waiting in the queue or call drops.
- Consistent answers to questions for everyone- In the customer care department, all the representatives need to give the same answer to every caller. Humans often make mistakes, and this can cost a business dear if they are not careful.
- Fixed Transcript- A new representative might forget product knowledge or even become confused. This often leads to mis-communication with the customer. With chatbots, you can mitigate this problem. They have set transcripts that are followed for every call.
- Unlimited patience- Customer care representatives often lose their temper if a frustrated or angry customer is rude. Chatbots never do so. They are patient, and over time, their presence can mellow down the customer’s temper as their tone is always polite and does not change.
- Grab strategic edge over peers- Competition is fierce in the market today and present in every industry. The introduction of a good chatbot helps you to attract and retain your customers.
- Consistent business growth- Businesses with chatbots have consistent business growth. They can focus on other core matters of the business while their bots take care of customers round-the-clock.
Chatbot Marketing is a boon for every business today. With the help of custom chatbots, you can convert regular buyers into loyal customers. Their queries and concerns are attended to promptly, boosting customer satisfaction and credibility as a trustworthy business in the market too!