Source: Customer Think
In the traditional customer service setup, there were customer service personnel taking calls and responding to customer queries on emails. Unfortunately, they would suffer from burnout. They were forced to repeat the same instructions, cool down angry customers, and had to work for long hours. Fortunately, chatbot application development has revolutionized things. These software-based tools are now taking center stage in most company interactions with their customers. Here are ways chatbots are redefining customer experiences.
Satisfy the need for immediacy
These days your online customers want immediate response to their queries. If you are not able to give a response and direction in the shortest time possible, the chances are that the customer will move to the competition. Here is an example:
You have a customer from a different time zone who visits your e-commerce site and decides to buy a product. She experiences a problem while completing the payment. She tries to contact your firm through messenger but cannot find you. The chances are that she will abandon the cart and probably write a negative review about your company.
Enables you to deliver targeted user experience
These days, having effective customer service and a well-designed website is not enough. Most customers want to feel that all your attention is focused on them individually. This means you may need to remember their choices from the past, determine their personalities, and adjust offers to match their needs. It is now possible to offer this highly targeted customer experience through AI chatbots.
Chatbots learn about the needs, expectations, preferences, and behaviors of your customers when they interact with them. They also have access to historical customer data and interact with cookies. This makes it possible to determine what the customer wants, prefers, and is likely to buy. It can then deliver responses based on this information.
Gives your brand a human face
It is essential to give your brand a human face, a voice, and a human touch. Part of humanizing a brand involves sharing interactive videos and text, posting behind-the-scenes photos of processes and staff and use of social media. You can inject some personality into the language of your chatbot to give it the tone and voice of your brand. This makes your conversations with your customers more authentic and engaging.
Through the use of machine learning, you can determine communication patterns that resonate with your target audience. You can then infuse the patterns with your brand personality and deliver the communications via a chatbot. The brand will feel pleasant and natural when your customers interact with you.
Same accurate information over hundreds of communications
Human error is something that you cannot eliminate when you have people offering customer service. There is a chance that a customer representative will miss a step or give wrong information when giving instructions to a customer. The boredom that comes with repetitive tasks can also take a toll on the quality of answers given to your customers. Luckily Chatbot application development now allows customers to get same accurate answers and instructions no matter the number of similar requests.
Chatbot development has had a significant impact on the quality of customer experience. It allows you to be present around the clock and delivers accurate information that is targeted on the individual customer. When combined with machine learning, chatbots also enable you to deliver solutions to a customer as if they were the only people that you serve. All the benefits help improve customer service which in turn enhances brand reputation and creates a pool of loyal customers.
Join TCI at the Digital Customer Experience Conference 2019 (DCX Con) and get updated regarding the challenges, obstacles and opportunities raised by engaging your customer in the realm of their choosing – digital – and don’t miss out on the panel discussion that will discuss how improving customer engagement experience is through AI.
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