Nowadays, every business is going through a digital transformation to enhance the customer experience. Businesses are using chatbots to deliver answers to the consumer faster. A chatbot is something that is used to communicate with the customers via text or audio commands. Chatbot makes the customer experience more responsive and accurate and it is powered by Artificial intelligence. Nowadays business depends on CRM systems to manage their customer relationship to generate revenue and to build a brand.
The Rise of Chatbots in Customer Support :
Chatbots revolutionize to communicate between business and their customers. It matches the human behavior and offers similar services. The main use of chatbot is to provide customer service, customer engagement and lead generation.
- The top industries using chatbots are travel, real estate, education and healthcare
- Chatbots can save up to 30% in customer support costs
- Almost 60% of customer expects a business to open 24/7
- 50% of consumers want to see more companies using chatbots
- Top companies are using AI for marketing
- 80% of customers believe that ‘customer service’ will benefit the most from chatbots.
Most powerful ways customer support chatbots can transform the customer experience :
Seamless Live Chat: Chatbots are the interactions between services and people. It is programmed which has special language processing skills so it becomes easy to communicate in a human-like error. Many chatbots use natural language processing methods where they can analyze the customer’s question and answer it in a way that meets the customer’s needs.
24/7 customer service: Keeping customer’s queries awaiting arises when the customer service staff is unavailable. It creates a negative impression however customer want an instant reply. Chatbots offer customers to get their answers at any time so they don’t need to wait for a response from a voicemail or any email. Banking, online food ordering, and shopping are just some of the areas chatbots.
Lead Generation: Chatbots can guide the customers and give information about discounts. This kind of conversation helps the business to convert leads. Chatbots are known as a lead generation tool. Even Businesses can keep track of these conversations for future reference.
Chatbots is the need of today’s modern business enterprises and helps them to achieve a competitive edge.