"Instant gratification is the new norm."
You would have probably heard of this term many times before. Today, customers are expecting to find information online quickly and easily. When businesses fail to provide that type of experience, they become frustrated.
While a Chatbot is not a silver bullet, there are many advantages to build a Chatbot to solve many real business problems.
Common incidents can be as such:
Customers want to find contact from the business website immediately. They are most likely going to drop off or get frustrated if they can't find an answer to what they need,
Solution:
Though Chatbot does not have answers to all question, it can provide as a quick access to find immediate answers to common questions.
This is probably the biggest customer frustrations.
Solution:
When chat volume gets too high, Chatbot is able to step in to assist so that your business response time don't suffer. Unlike agents, Chatbot maintain an online presence 24/7 and will be able to handle multiple customers at one time.
Ever caught in situation when a customer had to listen to jumbled collection of prompts and options before they can get an answer to their question?
This can get incredibly irritating if you are accidentally dropped off from the call and must go through the system all over again.
Solution:
Customer can ask Chatbot direct question in free-text form to get fast response, saving them from endless scrolling through web pages.
Chatbot can act as a more objective medium to improve customers' experiences on the website. Aside from answering questions, it can also prompt users to share feedback about the session/brand at the end of the chat.
We see Chatbot as a technology that can help to bridge gaps between business and customers’ communication. This will help businesses to deliver a better online experience to customers which might even convert into a lead or sale.
Related Articles:
How to make a Chatbot in 15 minutes
How Chatbot Can Grow Your Business?