‘Customers is the king’ is the magic mantra that every successful business follows.
But the truth is satisfying customers is very hard to achieve without incorporating the latest technologies within the industry.
Are you also struggling to create extraordinary customer experiences and improve sales?
Get a helping hand! Improve interactions, and automate your sales funnel. How? By deploying chatbots.
You will be amazed to know how chatbots can entirely change your business operations and improve your ROI.
Before we move further, let’s understand what a chatbot or customer experience management is and how we can mix these to escalate your revenue generation.
Let’s Start!
What is Customer Experience Management(CMX)?
Customer experience management (CMX) is the process of surveying, examining, and improving customer interactions with your business. CMX keeps an eye on customer journeys at every touchpoint and evaluates how you can enhance the experience related to each.
To build a great customer experience, make a customer journey map, create buyer personas, create a positive connection with customers, take surveys, gather feedback and work on it, create helpful content, and build a community.
When you have a clear understanding of every touchpoint of the customer journey, then only can you understand where your service is lagging or where your customer is satisfied with you and work accordingly.
For instance, if a customer wants to exchange or return a product or service, make the process easy for them to follow, satisfying your customer. Your customers will become your advocates if you build a highly satisfying customer experience.
All this is possible if you leverage chatbots.
What Are Chatbots?
A chatbot is an AI-based software program that provides a conversation using text, audio, video, images, Gifs, documents, etc.
Chatbots are online assistants to your customer that you can add to your websites, social media handles, landing pages, or anywhere your customer is present online. They feel they can interact with you. Chatbots gained good popularity because of their advanced features a few years ago, deploying advanced technologies like Machine Learning, Artificial intelligence, deep learning, etc.
Chatbots can automate most of your sales marketing operations, attend to your customers 24/7, have no language barriers, omnichannel presence, no waiting, provide appropriate options and can benefit the business in many more ways.
Here are some statistics about chatbots concerning improving customer support or experience.
- 64% of online users say 24-hour service is the best feature of chatbots that customers like.
- 37% of businesses use a customer service chatbot to get a fast reply in an emergency.
- Chatbots can answer 80% of standard questions. (IBM)
- Chatbots can diminish operational costs by up to 30%. (Chatbots Life)
- Bank operations will automate up to 90% of customer interactions using chatbots by 2022. (Chatbots Magazine)
- Companies will save 2.5 billion customer service working hours using chatbots by the end of 2023. (Chatbots Life)
Let’s know in detail-
How Can Chatbots Boost Your Customer Experience?
1. Chatbots Offer Prompt Responses
Human agents can’t provide an immediate response to the customers using traditional methods such as email, calls, and texts. Customers don’t want to wait for a minute to get an answer to their queries; they don’t take a second to move to your competitors.
Also, humans can’t look for every query and response in seconds. Chatbots can help in such scenarios.
2. Chatbots Offers Round The Clock Customer Support
For companies that have clients globally and work in different time zones, it’s very hard to manage using traditional ways. Chatbots using digital assistants can completely ease the process for customer agents.
No human intervention is required to run a chatbot application; it runs independently. It can handle all the basic to advanced level queries accessing databases and ML, AI and deep learning technologies.
3. Multi Customer Interactions Simultaneously, No Waiting.
Chatbots can respond to multiple clients simultaneously without making the clients wait, and that is impossible for human agents to serve multiple clients without making them wait.
Additionally, it will help you reduce the workforce and serve clients more effectively by solving their queries, providing the required information, and satisfying them.
4. Omnichannel Presence
It’s the most effective and advanced feature of chatbot that helps the businesses to serve their customers wherever they are online(social media, website, in-apps and other ways) and offline mode(SMS).
Omnichannel presence also helps the brands to reach the brands on the channel of their interest without being disturbed to shift to another channel.
5. Improves Customer Engagement
Chatbots with AI, ML and deep learning capabilities can access the database of the businesses. They can segment the customer based on their interest, preference, demographic and many other factors. Filtering out customers will help them to deliver the appropriate answers quickly.
Even it allows the customer agents to access their history to solve the complex queries.
Chatbots are coming with much more attractive features, such as we can send messages to customers in an option form and adding documents(GIFs, images, audio, video, etc.). As chatbots know what customers are looking for, they can provide relevant information to the customer and engage them.
They can cross-sell and upsell products and services. Many other reasons customers engage with chatbots are-
- Accurate and professional information,
- Syncing with the brands,
- Using linguistics effectively,
- And running on various devices without a hitch.
6. Minimizes Operational Costs
According to chatbot magazine, deploying chatbots for customer support can save up to 30% of the cost, and it can be even further minimized with AI chatbots.
The effectiveness of chatbots can provide a 24/7/365 presence and, without a break, is something we can’t achieve with human agents.
To hire human agents, companies need to bear additional expenses of hiring, salary, and other maintenance charges, which are completely reduced by using chatbots.
7. Chatbots Keeps on Updating
Chatbots in the traditional days are meant to answer the basic level queries or to welcome the visitors. But now, with the development of technologies, chatbots are far more improved than you imagine.
Chatbots can now act like humans and interact with customers automatically. All this happened because chatbots always get updated.
Chatbots, with time, learn and develop automatically and provide quality service. Chatbots’ productivity you can measure based on the user interface, linguistic skills, and usability.
You must ensure their ability to learn from user input patterns. You must consider these few points with maximum detail-
- Greeting and invitation messages.
- Pricing alterations.
- Additional information about the brand.
- New product updates.
- Broadcasting news and exciting deals.
8. Chatbots Can Collect Customer Details
Chatbots automatically welcome visitors and collect the basic details to help customers move in that direction. Using details such as name, occupation, contact information and many other details.
For example-” Hi! if you need any information, I’m here to help.”
Using those details builds buyer personas and user profiles to learn what customers want, their product tastes and other details.
Servion predicts that, by 2025, AI will power 95% of all customer interactions.
Chatbots even review, take surveys and collect feedback to improve the customer experience further.
Chatbots even suggest the customer-relevant products, services and information, send notifications for discounts, offers and coupons and remind customers if they left something in the cart without checking out.
Sephora beauty chatbot is one such example of this.
9. Chatbots Help Businesses Reach Their Goals
Chatbots can promote business and raise business values over a wide range of prospects while providing friendly experiences.
A few ways chatbots can help reach their goals are:
- Personalized service– Chatbots can provide a personalized experience across various touchpoints that help them to improve customer loyalty.
- Higher Open Rates– Chatbots interact with customers effectively by providing quick replies, relevant information, sending documents, offers, discounts and many more ways that make the customers open chatbots earlier than emails or any other channels.
10. Reduce Communication Friction
Chatbots will never get frustrated with customers’ questions and how often they ask. They never lose their patience and answer every question and provide information with patience and as many times as they need until the customer is satisfied.
Sometimes, human agents may feel frustrated at peak hours or seasons, but chatbots never.
It may sometimes make your customers’ agents annoyed with customers during interactions, and it is a major drawback and ruins the company image.
Chatbots can help you with this issue, and you will not encounter such problems and continue to respond to customers.
All these abilities of the chatbots will help the brands supercharge their customer experience.
Conclusion
Building customer experience is a powerful tool that helps businesses to grow. The companies who already understand the importance of maintaining customer experience are in gain.
Chatbots can help you achieve this; it comes with advanced features that make the overall business process easy and efficient.
A chatbot can help brands interact with customers in any language, reduce communication errors, reduce cost, provide 24/7 service, boost lead generation, and more.
If you want to deploy a chatbot for your business and don’t know where to start, we are here to help you out.
Our Smatbot team can help you start with a 14-day free trial of Smatbot chatbot and provide complete assistance to understand everything and how it can help you in your business operations with various use cases.
Want to start a free trial with Smatbot chatbot? Register here!