While they aren’t a new business tool, the utilization of chatbots has gained momentum over the last few years. According to Google Trends, shows search volume around “chatbots” has grown 19 times over the last five years as individuals and businesses began to realize the value with the new conversational technology as a great way to leverage a virtual assistant to improve customer experience on a company’s website. With today’s technology of natural language processing, using a chatbot on a company’s website increases engagement and improves customer satisfaction without having to hire extra bodies.
But the questions then become: What types of business bots exist? How do bots save time and create a better customer experience for both the business and the customers they serve? In our latest white paper, “Bots for Business” by the VP of Innovation, Philip Say, we dig into these questions and more.
According to a recent survey, customers see chatbots as an effective tool for addressing the following pain points:
- To get a quick answer to questions
- To resolve a complaint or problem
- To get a more detailed answer to a query
- Finding a human customer service agent
But chatbots aren't just a means for streamlining customer engagement, communications, success and sales. Increasingly, chatbots are providing effective support for both consumers and businesses alike.
One way to stay competitive in modern business is to automate as many of your processes as possible. Think the rise of self-checkout at grocery stores and ordering kiosks at restaurants. The value in chatbots, therefore, comes from their ability to automate conversations throughout your organization.
Below are five key benefits businesses realize when using chatbots:
- Save Time & Money: By automating conversations that would otherwise require an employee to answer, organizations save time and money that can then be allocated to other work.
- Generate Leads and Revenue: Chatbots use machine learning and direct messages to gather information necessary to provide effective support. Asking users why they’re visiting your page, for example, is one popular question that is likely asked in every customer engagement. Automating this initial interaction allows users to share the information needed for the agent to better serve them without requiring a human to ask for it.
- Guide Users to Better Outcomes: Customers don’t always know where to go to find the information they’re interested in. In fact, your customers may not even know what it is they’re interested in. Maybe they just heard your brand name in passing and decided to explore. By asking a series of qualifying questions, you route users to the best place for them to find the information they want.
- Provide After Hours Support: The most popular use of chatbots is to provide quick answers in an emergency. However, organizations that don’t offer 24-hour support won’t provide answers when the office is closed. By using a robust customer services chatbots when your business is closed, customers still gain access to the information they need, efficiently - increasingly important as studies continue to show that while customers expect a response between 0-4 hours, brands typically take 10 hours to respond. Customer service chatbots help you significantly decrease the average time to respond, bringing you closer to your customers’ expectations.
- Engage Users in A Unique Way: Traditionally, customer questions were routed to businesses via email or the telephone, which made user experiences fairly standard and non-customized. But chatbots offer a new, fun and interactive way to engage with brands. Think Domino's Pizza Twitter.
As artificial intelligence evolves, live chat solutions are being solved with companies using chatbots instead of a real person. With machine learning at the center, bots are understanding natural language to engage in conversational AI with customers. This ability to offer around the clock live chat customer service chatbots increases customer satisfaction and is a great way for companies using chatbots to satisfy their customer’s expectations.
To read more about how bots are solving business problems for the better, check out Sutherland's VP of Innovation, Philip Say's, latest white paper, "Building Better Bots for Maximum Business Impact."