Businesses that put chatbots instead of human customer service representatives in front of their customers have a good reason for doing so.
Although nothing beats the human touch, so to speak, a chatbot is more than capable of giving every customer what they want-a direct answer to their question.
If you’ve been running an online store for quite some time, you would know for a fact that you can never teach a customer to be patient. They get frustrated every time their call is placed on hold for too long or their question is not answered immediately. Still, the fact remains that they keep you in business, so you have to make sure that their issues are resolved fast. Your customer support team don’t work round the clock, but even then your customers expect immediate answers to their queries or concerns.
What do customers think of a bot?
More than 50% of online shoppers in the UK are considering using a chatbot. They have no qualms about relying on this artificial intelligence (A.I) powered application to understand a brand better, especially if a bot can answer their questions accurately. Close to 40% of them even said they will gladly use A.I., if it were available on a website, to buy clothes; think eBay ShopBot.
From their standpoint, there is not much difference between talking to a chatbot and a real person-if anything, it’s going to improve their online experience. However, buyers of high-value products like jewellery and cars see a big difference between a human customer service rep and a bot that simulates human conversation. This group of cautious shoppers prefer to have someone walk them through their journey and answer their questions in detail.
Three reasons why you need a chatbot
1. Because they recognise and react to human speech, chatbots come in very handy in the day-to-day operations of a business.
2. They are programmed to analyse customer data, hence an excellent tool for addressing frequently asked questions on your site, which in turn could increase your sales.
3. Hiring and training new employees to be in your company’s frontliner will cost you more than it does making a chatbot.