Even with layoffs, businesses can increase customer service
The rapid spread of COVID-19 has left many business at loss. Companies that rely on physical interaction with their customers like the hospitality, banking, and retail are worst hit, given most governments’ directives to lockdown towns. Even those in operation have to work with smaller teams, which leads to delay in the delivery of services.
Google, for example, warned its Google Store customers to expect longer wait times because it is working with a limited team. Call centers are also getting slammed, not to mention banks that are reporting hold times of 10 hours or longer.
Consequently, many companies are beginning to leverage on AI technology to bridge the gaps in communication. While there’s a need for human contact, the deployment of AI technologies like chatbots is demonstrating how valuable automation can be for brands in a crisis.
Chatbots are tailored to cater to provide curated information. As such, responses to particular questions can be provided interactively and more rapidly in comparison with traditional online search methods. Other ways a company can benefit from integrating chatbot technology include:
Improved Customer Engagement
According to a Havard Business Review, companies that reply to customers within an hour of receiving a query are seven times more likely to generate leads. Chatbots provide a real-time response, thus increasing a company’s conversion rate.
What’s more, chatbots that have voice automation offer more interactive communication as they can also ask questions to understand the customer’s problem and provide a better solution. The devices also provide customers with rich content with blog entries, product pages, and tutorials based on the user’s response.
24/7 Availability
With a chatbot, your business is never out of service, even with the COVID-19 pandemic. As such, you are confident about your customers getting responses at any time. The company creates the ultimate customer experience as a result, by addressing user’s requests at any time.
Ability to Monitor Consumer Data
Chatbots also collect a lot of data through the simple questions they ask. Companies can use the feedback to make improvements in their products and services. They can also use feedback to monitor customers’ purchasing patterns and consumer behavior. This way, a business can identify services or products that need aggressive marketing and those that need relaunching.
Reduced Bounce Rate
With chatbots being available 24/7, businesses reduce the bounce rate significantly. Companies require potential customers to fill out long forms to interact with users. The practice is off-putting for many users causing others to quit halfway.
Chatbots eliminate such procedures by collectong the user’s information more conveniently. What’s more, bots that have been integrated with voice automation allow users to ask queries and get instant feedback, order products, receive payments, among other tasks, without leaving the messaging applications.
Eliminate Repetition
With many companies working with a small number of customer support representatives, it is essential to reduce repetitiveness. Many customer service representatives answer the same questions throughout the day, which can be time-consuming.
Setting up chatbot systems enables businesses to deal with monotonous conversations. As such, customer representatives can deal with more sensitive questions that need more time input. Hybrid solutions consisting of a chatbot and a human agent are even more useful as they increase employee satisfaction and reduce the high turnover in call centers.
Cost Saving
Setting up remote workspaces presents an additional cost in an already struggling global economy. Implementing a fully functioning chatbot is more cost-effective. What’s more, automated solutions allow organizations to handle as many customers at once.
Without a doubt, the COVID-19 pandemic has become an accelerator for the implementation of chatbot technology. It allows brands to retain normalcy even with the continued emphasis on remote contact centers and work from home solutions. Chatbot technology means their communication channels remain open to consumers without routing voice calls in remote locations.
For more information on chatbots or to get a free consultation visit soolisai.com.
