What do you think are the most important things in business? Innovative designs, products? Yes, they are both important for a business to flourish but another important aspect of the business are customers and their experience. For business no matter how innovative your products are if your customers are not satisfied with your services they would definitely choose your competitors over you.
Businesses are investing in customer retention like never before. With so many options available in the market, customers are no hesitating to hop from one brand to another. Customers have the power to bring in potential customers with their word-of-mouth. If you provide good customer service, the word will spread, so does when your service is not good. Providing excellent customer service, not only leaves a great impression on your audience, but it also reduces the customer acquisition costs for the business and importantly it even helps your business in building a following.
If your customer following increases, automatically you would receive positive testimonials and reviews, which will put your business in a spotlight making it easy for your business to reach their targeted audience. The customer service department is one of the most important departments in your business. Wondering Why? It has a direct connection with your customers and it acts a bridge between you and your business. Not only that customer retention is considerably cheaper compared to customer acquisition, don’t you agree? Customers consider so many things before deciding to stay with your company.
Chatbots and customer experience
Investing in customer service will open new income streams. It is better to invest today then regretting tomorrow. If you’re looking for ways to improve your customer experience then you must introduce chatbots into your business. Over these past few years, chatbots have gained a lot of attention. Many major brands across the globe are using chatbots to find information or facilitate sales. If you’re wondering what is a chatbot? It is a software that makes conversations with your customers via live chat. It can be used in your brand’s app or website. Usually, simple chatbots scan keywords in a query or enquiry and deliver pre-packaged answers. However, chatbots powered by Machine Language and Artificial Intelligence use natural language processing to create more complex conversations and responses. The best thing about AI programmed chatbots is that they learn from the conversations actively and help their customers in reaching the goals. If you want to enhance your users with better customer experience then check resource on chatbot and reap the benefits.
Here are a few powerful ways chatbot can improve your customer experience.
24/7 customer service
Times are changing, so are the ways people work. A customer is expecting business to be available 24/7 at their service. Whenever there is an issue, irrespective of the time they want a solution. Even if you desire to be available for your customers around the clock. It is not possible due to certain limitations, as your staff will not be available outside business hours. But what if your customer needs assistance after business hours? Delay in answering can lead to losing the customer. That is where chatbots come handy. With chatbots, your customers can get answers to their questions irrespective of time and place. Sometimes they may have an urgency to solve an issue, they can’t wait for your email or voice message response. With chatbots, both you and your customers can be at ease as there is someone present 24/7 to provide them with solutions. Not only that your customers will also feel that they’re conversing with the live operator. Don’t you think a 24/7 customer service will leave a good impression on your customers? Absolutely, yes.
The interactions between you and your customers will improve. When your agents are involved i.e., traditional customer service sometimes your customers may not be able to explain the problem clearly to the agent or vice versa. In such cases, miscommunication can lead to customer dissatisfaction and may ultimately lead to losing a potential customer. However that will not be the case with chatbots, their self-learning feature will allow chatbots to estimate the answers to questions and answer them appropriately. Simply put, chatbots will improve communication by understanding your customers better and providing them with a solution to their queries.
Customer acquisition costs can easily burn a hole in a companies pocket. With competitors trying to acquire their existing customers business should formulate a perfect plan to retain their existing customers. Businesses are spending more on customer retention rather than customer acquisition. The world is becoming a smaller market place providing people with too many choices to choose from. So businesses must step up their game to retain their existing customers. With chatbots, customer satisfaction is maximised whilst retaining your customers. While handling customers you need personnel who are available all the time. But chatbots replacing your employees you can reduce your employee count too. It saves you both customer retention and personnel hiring costs.
Less stress more satisfaction
Chatbots have made the customers purchasing process simple and easy. When a customer is navigating through your website, there are many places where he wants to get additional information. In such cases, they can turn to the chatbot and resolve their queries. Chatbots can appear on any page of your website or application. They can assist the users in making a purchase or knowing shipping information. Chatbots smoothen the customer’s journey. If the process is complicated your customers may not come back. However, if the process is simple and easy they would do more business with you in the future. And surveys have shown that more than 70 per cent of customers prefer chatbots as they provide satisfying solutions to their specific problems. Less stress brings more customer satisfaction.
One of the most frustrating thing for customers when they try to communicate with a company is their use of interactive voice responses (IVR). This system usually asks customers questions and based on their voice responses it will route their calls. IVR routes each response of the customers until it reaches a pre-programmed destination. On the other hand, the chatbot provides similar services but it is less frustrating as it makes the customer feel as if their voice is being heard. It will lead them towards an answer based on past scenarios or a human representative. Chatbots simplify the journey and resolve their issues.
Chatbots are flexible as they allow businesses to customers to engage with customers on different levels. These chatbots have become a primary resource for customers to gain all the information. There are many conversational styles choose a style that matches your brand’s personality and keep your customers come back for more.