Customer Communications

5 Key Reasons Why Your Business Needs Chatbots

By Marcela Mielnicka 21 November 2019

As we approach 2020, AI continue to transform customer experience. Chatbots play crucial role when it comes to fast, convenient resolution of common customer queries. From speeding up response times to enhancing conversion rates and adding personality to your products, chatbots can positively impact every department of your business. Indeed, brands everywhere are catching on and beginning to use them in a new and creative ways.

To illustrate the point, it’s useful to delve into data analytics. According to Information Age, around 80% of enquiries received by an average customer service team relate to around 20% of the topics they cover. That’s a huge number of enquiries on a narrow range of topics.

So, here are 5 key reasons why your business needs Chatbots today:

1. Chatbots improve customer service.

As we state an obvious here, that 80/20 ration alone demonstrates the value of automation. But add chatbots into the mix and you’ll really see the benefits in terms of increased customer engagement – without the usual corresponding spend on time and resource.

2. They help in freeing up employees’ time.

Imagine your customer service chatbot answered 50% of these frequently asked questions – conversationally and to the satisfaction of your customers. Your customer service agents are now free to be able to take on more complex questions and complaints that lie outside of the abilities of AI – ensuring that your customers always get the resolution they’re looking for.

3. Chatbots resolve product or service issues.

And it isn’t just the most straightforward questions that your chatbot has the potential to answer. If your customer is experiencing an issue with your product, he or she can connect with a chatbot – which can then provide troubleshooting information as well as a recommendation of how to fix it.

4. They bolster product and brand visibility.

You can also use your chatbot to share products with customers based on their personal preferences. It can even become a personal shopper – helping your customer find the perfect gift, for example, with just a few basic questions.

5. They enhance the customer experience.

In other words, chatbots have the potential to help every department become more efficient – while enhancing the customer experience and spreading the word about your products.

It doesn’t matter whether your business is just starting up or already at enterprise level – or whether you’re in retail, logistics, finance or another industry. You’ll gain a competitive advantage and future-proof your business by investing in chatbot technology now.

Yes, designing and building the right bot for your business might be a time-consuming process. However, with a creative approach to getting it right, you’ll see ROI fast. And when you consider those forceful statistics, can you really afford to wait?

For more insights into the future of digital customer experience, download our whitepaper or speak to an expert today.

See other posts by Marcela Mielnicka

Marketing Executive

Marcela is the Marketing Manager for Engage Hub. Holding a degree in Sociology and Media Studies, Marcela is perfectly placed to orchestrate cross-channel marketing activities across the organisation. With a passion for emerging technologies and a critical eye for detail, Marcela is a specialist in social media, email marketing and delivering innovative, creative content to the market.

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