Companies and businesses are continually seeking ways to automate more of their processes to work more efficiently, save money, and serve their customers better. New technology supports this mission, and one of the most useful modern tools for businesses is chatbots. Chatbots provide 24/7 support to customers, and at a volume that no human could. Chatbots don’t get tired, aren’t subject to human error, and, best of all, don’t require a paycheck.
Not only are chatbots improving companies’ customer service capabilities, but they are also saving them money too. Here’s how.
Consumers expect instant responses
Everyone has been in a position where they are trying to contact a brand’s customer support team for help. Whether they have a question about a product or service, are dissatisfied with a product, need to return some, or are having technical issues, there is nothing worse than waiting on hold for hours to speak to someone. Emails can take even longer, with customers waiting days, even weeks, for a response to their queries.
Customers are becoming more frustrated than ever with these wait times, and by not being able to provide an instant response to growing customer bases, businesses put their reputation at risk. The reality is that no business can afford to staff enough customer support reps to meet their clients’ demands. Not only is the sheer volume of queries too much, but it would also require multiple staff on at all hours of the day and night. With most eCommerce businesses serving a global market, there is simply no feasible way to keep up with it, until now.
24/7 customer support via chatbots
Chatbots mean that businesses can instantly answer customer queries 24/7 without paying any additional staff to do so. While a customer support team is always necessary for more complicated situations, the best chatbot can handle the vast majority without customers ever needing to speak to a human.
Reduce costs and increase sales
Chatbots can help companies save up to 30% of their customer support staffing costs by substituting with automation. You can program bots to answer the most frequently asked questions, handle returns and exchanges, and even encourage sales. Customers are on your website for a reason; they are curious about what you have to offer and are likely in the market to purchase if you tell them what they need to hear. For that reason, not only do chatbots save you money on customer support staff, but they can also make you money by securing sales.
Most companies will also invest money and time into training customer service staff on proper practices and how to handle customer queries and complaints. Constant training is required to ensure staff are performing effectively. One negative customer support experience can turn a client off a company forever. AI programming and chatbots do not require training, and businesses have full control over everything that the bots communicate to their customers. They ensure that no customer is given incorrect or unclear information or dealing with a customer support rep who is having a bad day.