{"id":523,"date":"2020-05-06T05:35:01","date_gmt":"2020-05-06T05:35:01","guid":{"rendered":"https:\/\/www.helloleads.io\/blog\/?p=523"},"modified":"2022-11-07T04:48:39","modified_gmt":"2022-11-07T04:48:39","slug":"customer-service-and-chatbots","status":"publish","type":"post","link":"https:\/\/www.helloleads.io\/blog\/all\/customer-success\/customer-service-and-chatbots\/","title":{"rendered":"Customer Service & Chatbots"},"content":{"rendered":"\n
\"Customer<\/figure><\/div>\n\n\n\n

Customer support<\/strong><\/a> is a vital part of any product or service offering. It could present challenging as well as rewarding situations. Given the repetitive nature of work, sometimes even well-trained support staff could find it difficult to manage.  A motivated support team is bound to provide extreme customer satisfaction and vice versa.<\/p>\n\n\n\n

Technology has been all pervasive and it now provides solution for customer communication as well. Chatbots have now become a household name. They offer some respite to the customer support teams.<\/p>\n\n\n\n

WHAT IS A CHATBOT?<\/strong><\/h2>\n\n\n\n
\"Chatbot\"<\/figure><\/div>\n\n\n\n

Chatbots are simple and effective artificial intelligence (AI) systems that interact with humans using text or voice. To create your chatbots, you can either use a ChatBot Visual Builder or upload a ready-made, task-specific template which can be customized as per your requirement. <\/p>\n\n\n\n

Bots deal well with answering repetitive questions and guiding visitors on a website. They can answer multiple questions simultaneously and find proper answers immediately. A quick chat response ensures that the visitor\u2019s problem will be taken care of. This will also prevent visitors\/clients from looking for help at your competitors who are just a click away. <\/p>\n\n\n\n

Here are a few examples of how Chatbots could compliment customer support <\/strong><\/h2>\n\n\n\n

Chatbots for responding before\/after working hours<\/strong><\/h3>\n\n\n\n
\"\"<\/figure><\/div>\n\n\n\n

Your support team could\nbe the best in the world, but as human beings, they too deserve a short break,\nmaybe to go on a holiday. Or they may get stuck in traffic on their way to\nwork\/back home. There could also be unforeseen reasons that could prevent you from\noffering 24 by 7 support. <\/p>\n\n\n\n

In such a situation, you could use a bot. A chatbot can inform visitors about support executive\u2019s absence and give information about office working hours as that will make it easier for prospects\/customers to contact your company<\/strong><\/a>. <\/p>\n\n\n\n

Chatbots can also register the contact details and questions of the prospect\/customer, so that you could respond\/revert to them at the earliest. Promptly writing back to such queries also helps in building a relationship.<\/p>\n\n\n\n

\"Chatbots\"<\/figure><\/div>\n\n\n\n

Chatbots for feedback<\/strong><\/h3>\n\n\n\n

\u201cYour feedback is valuable to us\u2026\u201d is a common phrase among business feedback mechanisms, but what\u2019s the point if a customer can\u2019t actually say what they want, especially if it can\u2019t be rated on a score. Chatbots can provide a better feedback loop and improve the customer relationship<\/strong><\/a>, while providing better data to the business.<\/p>\n\n\n\n

\"\"<\/figure><\/div>\n\n\n\n

Customer feedback is a\ncritical component for any industry to aspire to achieve customer service\nexcellence.  These inputs help them find\nout about customers\u2019 preferences and fine tune their products\/services. One\nrecent example is a feedback application that a leading South Asian Airline is\nproviding which includes the ability to add photos alongside text feedback and\nratings to highlight the passenger experience.<\/p>\n\n\n\n

It is always easier to gather feedback from customers using a survey bot. These are preferred over online surveys because chatbots can have names, can thank a customer and give a personal touch which would make it appear to be more of a conversation rather than a survey.<\/p>\n\n\n\n

Chatbot for booking \/ scheduling an appointment<\/strong><\/li><\/h3>\n\n\n\n
\"Scheduling<\/figure><\/div>\n\n\n\n

Irrespective of whether\nyou run a cinema mall, clinic, restaurant or any other customer centric\nbusiness, booking appointments is a key task in your daily schedule. <\/p>\n\n\n\n

Therefore, it is in your\nbest interest that you find time and place for those who wish to use your\nproducts\/services. Imagine if your prospects\/clients were to come to your place\nand wait for hours before they got an appointment, or imagine if your\nprospects\/clients found your telephone lines busy and could not schedule an\nappointment? That would be a poor commentary on your customer service and may\nresult in losing potential customers\/clients. <\/p>\n\n\n\n

However, imagine how things would be if your Chat bot could do the following?<\/p>\n\n\n\n

\"Scheduling<\/figure>\n\n\n\n

This is where a chatbot for booking appointments would come in handy as it would ask about customers\u2019 preferences and provide additional information that would help to schedule an appointment\/reservation. <\/p>\n\n\n\n

Chatbots, in addition to automatically book meetings can also help organize them in your calendar with reminders. They can hence do the heavy lifting, while you focus on your business<\/strong><\/a>.<\/p>\n\n\n\n

Chatbots for Digital Marketing <\/strong><\/h3>\n\n\n\n
\"Chatbot\"<\/figure><\/div>\n\n\n\n

The chatbot has the\nability to take care of all the things right from asking about the customer\u2019s\nneeds to answering queries the customer might have. You could use chatbots to\nhandle different kinds of tasks including engaging clients on your website and\neducating them about your products and company. <\/p>\n\n\n\n

According to our internal research, 57% customers preferred live chat to get their queries answered. The chatbot would help attract new customers, encourage a person to leave their contact information thereby enabling organizations to follow up on leads and sell more products.<\/p>\n\n\n\n

Chatbots can handle proactive customer engagement and send follow up messages. Also, they can help in announcing a new offer or a new product launch.<\/p>\n\n\n\n

What is in it for you?<\/strong><\/h2>\n\n\n\n

To summarize, chatbots offer multiple benefits to help\nachieve business goals and can be used for a wide variety of applications due\nto the following factors:<\/p>\n\n\n\n