In the digital era, where customers demand increasingly better service and products, customer service has become one of the most important activities of companies nowadays. The corporate image depends quite heavily on the customer service that is being offered. A great customer experience leads to more satisfied customers, and therefore a larger retention rate of these customers.
One way of achieving better customer service is the implementation of chatbots, which have multiple advantages. Usage of chatbots leads to faster answers, which is crucial for responding to impatient customers. Secondly, chatbots can answer frequently asked questions automatically so that customer service employees can spend their time on more complex questions. Thirdly, chatbots are proactive: they start the conversation by asking “Can I help you?” or likewise. Other advantages are fewer errors, increased customer engagement and they can even perform simple tasks such as transferring money.
However, there are some disadvantages too. One of them is the fact that only a small part of the population uses them: over sixty percent of users of chatbots are teenagers. This indicates that people older than that are reluctant to use them. When planning on implementing chatbots, companies should keep the customer segment they target in mind. Secondly, chatbots are unable to improvise when they do not have the required knowledge that a certain question demands. Using a chat bot is therefore not appropriate for very complex questions. Lastly, they do make mistakes, which is important to realise. For example, chatbots don’t get sarcasm.
Would you implement a chatbot in your future business?
Sources:
https://www.livechatinc.com/blog/chatbots-improve-customer-service/
