Add a chatbot to your customer service team

Description

The COVID pandemic has driven people online at a far faster pace than was ever imagined prior to 2021.  They are researching and shopping online in ever increasing numbers and they are doing so.  at all times of the day and night.

Research shows us that over 70% of consumers want the ability to solve an issue themselves – they want the information at their fingertips.

So how do you ensure that you don’t lose a potential client, a potential sale, because your team aren’t available to answer a query at 10pm or on a Sunday?

The problems with a 24/7 marketplace:

  • Team members are not always able to respond quickly to traditional emails that are generated from your website.
  • Team members are constantly answering the same questions taking up valuable resource time.
  • There’s no customer journey that guides them into a purchasing decision.
  • Customers want answers instantly.

The chatbot solution:

Implementing a chatbot on your website can be a way to engage customers and answer those recurring questions.

There are two main types of chatbots:

  • Rule based chatbots:
    • These can be setup where there is a regularity and formula to the type of questions asked. For example, if customers frequently ask “When are you open?” The chat bot can instantly respond with the businesses operating hours.
    • If a customer asks “How much is product x?”, a chatbot can instantly pull up the price and link the purchaser to the product.
  • Artificial Intelligence (AI) powered chatbots:
    • These bots are much more complex. They still require a level of programming however they learn over time by analysing past data and making assumptions. If a customer asks a question that has no direct answer set, it can be stored for future updates by a human programmer.

People are more and more comfortable interacting with chatbots – in fact over two thirds of consumers say they interact with an intelligent assistant or chatbot at least once a month.

Chatbots aren’t a substitute for your customer service team, but they are a great tool to guide an after-hours potential purchaser to make the decision to buy.