Here’s Why You Should Consider Using Chatbots For Customer Support

Here’s Why You Should Consider Using Chatbots For Customer Support avatar Terry Kamanga on January 23rd, 2019

Chatbots are arguably the future of customer service. According to ICMI , 53% of consumers say they would prefer to use online chat before calling a company for customer support. We are living in a world where everything moves fast and people want convenience and instant solutions to their problems.

It goes without saying that customer service is the heart of every business, big or small. And great customer support is built on constant availability and efficiency when dealing with customers.

This could prove impossible to do with every single customer. For example if the number of customers is too large, or the business simply does not have the resources to hire someone for that task.

This is where chatbots come in. They allow your business to have seamless, one-on-one conversations with a large number of clients, and without any impact on your human resources.

If you don’t know much about chatbots, keep reading to learn more!

We’ll start with what a chat bot does

A chatbot is a computer program that uses artificial intelligence to mimic conversations with users. Facebook Messenger is one example of a platform, through which companies can use chatbots to have conversations with their customers, responding to queries and concerns instantly.

Companies such as Uber use Facebook Messenger chatbots to allow users to request a ride (without having to open the app)

This also works through other platforms like Whatsapp, Skype or Slack.

So why do you need chatbots for your Customer service?

They personify your brand

Chatbots change the way your audience interacts with your brand. Chatbots can be programmed with specific personalities to fit your brand, e.g casual or serious, technical , friendly and helpful and even witty and humorous.

The various types of “personalities” available with chatbots make users feel like they are talking to an actual person, which encourages them to keep engaging with the brand.

Lead Generation

Chatbots can be programmed to assist consumers along their “buyer’s journey” using the information they receive from the customer. A bot can ask the necessary and related questions, persuade the user and generate leads for you. Chatbots ensure they lead users towards a conversion.

In addition to generating potential customers and notifying you of any leads generated, a chatbot can also help you to determine which leads are more likely to become customers, which prevents you from dealing with time-consuming leads.

On our Talklift platform, we help your business to design and deploy a chatbot to increase customer engagement and generate more leads. Contact us today to learn more!

Seamless 24/7 Services

Perhaps their biggest advantage, chatbots do not get tired or need sleep. They can be trained to respond customer service questions and provide fast solutions, whether the time is 1:00 am or 9:00 pm.

This is an advantage for the user because when dealing with a human, they would have to wait until the next day during working hours to contact the business.

Chatbots will also reply to your question almost instantly, and will continue to have a seamless conversation with you, because they are already programmed with answers to give you based on the questions you ask.

TalkLift platform allows businesses to offer instant responses to queries through an inbuilt AI powered chatbot engine. Learn more about it here.

They’ll save you money

Implementing a fully functional chatbot is much cheaper and faster than hiring different employees to communicate with your customers on different platforms.

Chatbots also allow you to communicate with a large number of customers simultaneously, something that would probably require a large number of employees.

This means you can focus your budget on other more important areas of business development.

Proactive Customer Interaction

Chatbots can be programmed to initiate conversations with customers and even remind them of a product they were interested in before.

They will share links, images to products to help customers choose from a variety of products available, while giving them information about those products.

Chatbots are proactive and always available and ready to help when you need them. They won’t get tired if you ask the same question ten times, or if you ask to reset your password the same number of times.

Improved Customer Experience

Chatbots can interpret customers’ responses and provide accurate, automated answers. They have a lot of memory on what answers to give in different scenarios. This reduces the chances of misinterpreting a query or offering an incorrect solution/answer. This greatly improves the customer experience.

Chatbots can also act like a sales person in a real department store, where they give you information about certain products, and help you find different products on a site.

Furthermore, your clients will never have to deal with a moody employee who refuses to pick up the phone or is rude to them. This makes your clients feel closer to your business, because they always have someone waiting to assist them.

Increased Customer Engagement

With traditional ways of running a business still in play, a lot of businesses may still think it’s a bother to stay engaged with their customers in one way or another. They simply just wait for their customers to come back by themselves, or just try to attract new ones.

But with how competitive business is becoming nowadays, if you’re not wooing your customers, someone else is, and eventually they will convert them into a permanent customer.

Chatbots help you stay in touch with your customers, and have actual conversations with them, which is more interactive compared to just sending them occasional messages.

Monitoring Consumer Data

Chatbots use artificial intelligence to analyze customers data, and over time learn what certain users like. The more a chatbot interacts with a user, the more adapted it becomes to dealing with them.

With the feedback they collect through simple questions, you can make improvements on your services/products and even optimize your website and improve your conversion rate.

I’m sure we can all agree that chatbots are changing the way brands interact with their customers. If you play your cards right, your brand could experience that too. At Talklift, we help you have conversations with your customers, grow your contact list, and generate more leads. Learn more here!

Feel free to contact us in case of any issue or feedback.

You can also leave us a comment down below if you have any suggestions or feedback. We're always happy to hear from you!

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