Chatbots are software tools that enable businesses to reach their customers anytime, anywhere. With the developments made in software technologies, the capabilities of chatbots improve evenly and businesses invest heavily in this area. But do chatbots truly improve customer experience as they promise? Let’s take a closer look at the benefits of chatbots, in terms of customer experience.
Customers wish to be considered important by businesses where they purchase a product or a service. This feeling is extremely important for the customer experience of the business. In order to know customers better and to deliver them personalized experiences, businesses need data about their customers. At this point, chatbots will be of great assistance to your business in collecting this data. By collecting data about their customers using chatbot conversations, businesses can gather useful information about their customers, quickly transfer this information to customer representatives, and the representative can make use of this data during live communication.
Today’s businesses want to take part in the international market alongside the country they are based in. However, in order to take place in the international market, businesses must be able to provide service in different languages. Establishing a department, which can provide this kind of customer service, or receiving support from another specialized company is quite costly. On the other hand, chatbots can communicate with each customer in their mother tongue and help your business take its customer experience to the next level.
According to Global Chatbots Market Research Report; Chatbot software industry is expected to see an annual growth rate of %24.1 between the years 2021 and 2025. You too can make your business grow and bring your customer profile to an international level by increasing the efficiency with chatbots.
Reaching customer services is still viewed as a difficult challenge today. No customer wants to wait for hours on the phone to be connected to a customer service representative. Chatbots can reduce your customers’ waiting time. Customers can rapidly get connected with the representative they want to speak with. Getting quick results will always be effective in terms of customer experience and will build customer loyalty.
It is quite difficult and costly to establish a customer service system that would be available to provide support at any given moment. With Chatbots it is possible for you to create a customer services system that is available 24/7. Chatbots are trained with the help of artificial intelligence algorithms using FAQ in customer services as data.
Thus Chatbots, much like a real customer representative, can on its own, carry out duties such as answering basic questions about your product or your service. Chatbots can distinguish human emotions such as anger, confusion, fear and happiness. In situations such as this, if the chatbot detects that the customer is angry, it transfers the communication to a customer services employee who can take over, thus can calm the customer and help quickly.
Chatbots hold an important place in improving customer experience. If you still do not own a chatbot tool, meet Botgate AI now! Botgate AI is an AI-supported, conversational marketing platform that helps you create your own chatbot tools to improve your customer experience. Contact Botgate AI today and start improving your customer experience now!