Gartner even estimates that by 2022, seventy percent of employees will be interacting with conversational platforms such as chatbots on a daily basis. This expected growth is in line with the increase in millennials in the workplace. Chatbots are already harmonizing with the expectations placed on online service:
1. Instant answers
2. Convenience
3. Quick connection
4. Easy processing
5. Updating customer data
Chatbots already offer a variety of benefits across absolutely all industries.
They are the extended arm for companies of all sizes, who provide 24/7 information not only to existing customers but also to interested parties and visitors. Getting help outside of business hours can be a big advantage in customer communication. Not only in after-sales, but also when the provider makes a decision. Because not every customer wants to solve their problems within business hours — or wait until customer support is available again. In order to automate repetitive inquiries or standardized processes at least partially, a chatbot is a good choice not only to offer customers the service they deserve, but also to save operating costs.
For this purpose, the chatbot should of course be regarded as part of the communication strategy and implemented as it. When setting up bots that users also like to use, basic manners such as tone of voice, personality or emotions make the difference to antiquated systems, which may be less fun to use.
In the following, we want to look at the benefits for customers as a result of optimal implementation — and what needs to be considered when implementing it in general.
Chatbots in sales: Faster information for users
If the chatbot has been implemented on your homepage, for example, users tend to save a lot of time. Because they don't necessarily have to read every word on the company's subpages or watch all videos to find a solution. Even the simplest systems can quickly contribute to well-being and offer a nice user experience.
For example, a chatbot can also search for or even calculate various offers based on the data provided by customers. Passing this on to the sales team, which then takes care of contractual formalities, is already a pleasant step for everyone involved.
Predefined FAQs & their answers to these frequently asked questions can be a bit more rudimentary, although just as helpful. Based on their answers, the bot can offer a suitable solution at the right time. Of course, it should be noted that answers should tend to sound more natural — and not forced. A bot that can react to keywords is particularly suitable in the area of problem solving.
Chatbots for better usability
In discussions with many companies, we have seen that their customers often assume that companies know the individual needs of each individual. Or at least knows what the expectations are. Not just as a holistic position, but in particular. With a manageable number of customers, the overview can still be easily maintained. However, some companies find it difficult to maintain this overview as soon as scaling is in progress.
With the right concept, which has been tailored to specific use cases & customer groups, (potential) customers can always receive exactly what they want. And always in friendly, helpful and appropriate wording for the company.
In a recent study, users were asked what positive experiences they had while using chatbots. The results hardly surprise us:
1. The chatbot responded quickly
2. The chatbot was able to assist successfully
3. The chatbot was friendly
4. The chatbot was able to help me outside opening hours
5. The chatbot understood very well
6. It was fun using this technology
7. The chatbot was used to lead to an employee of the company who can help better in this case
Increase customer satisfaction with chatbots
The last point above in particular can be a big plus for many people seeking help. Although more and more people (want to) interact with chatbots, there are still people who want to talk to a person immediately and use the chat to do so. Because here too, time can be saved if you have the contact details of the right department. This is also very easy to implement with an appropriate setup.
Depending on the issue, this not only allows the perfect contact person to join the chat or be reached via another medium. If contact is sought outside opening hours via the chat, the bot can make an appointment for a call the next working day and inform the relevant service person about what has been said. For a clean start & the fastest possible help.
In addition, the chatbot can be precisely tailored to the different levels in the funnel. In this way, bots can not only serve as a marketing & sales tool, but can also be used to more personalize the customer journey. Whether it's to offer additional information, to provide a discount code at the right time in a suitable place, to display video content, to answer questions or to establish a personal contact. Having the opportunity to be advised and supported when making a purchase decision at any time of day or night is just one of the advantages.
Existing customers benefit from another advantage. Depending on the type of company, they have different wishes, needs and, of course, goals. From managing your own account to providing further information, changing personal data, setting an appointment, managing returns, completely eliminating all queues and always providing helpful assistance with repetitive tasks.
Combining chatbots & internal processes
There are many chatbots whose sole goal is to chat itself. By using conversational marketing platforms that can be fully integrated into the company, business processes can be accelerated immensely.
Together with an automated workflow that not only accelerates internal processes within the company, but also helps customers to cope with the cross-industry, seemingly ever-expanding range of products as well as the selection options, customers can also be better guided to make their own decisions more quickly.
All these changes not only affect customers in the B2C sector, but also in the B2B sector. Gartner has analyzed over a thousand B2B customers with the intention of finding out what drives the monetary expansion of customer relationships with an existing supplier. It was determined that the strongest driver is customer confidence in themselves and their own abilities to make good buying decisions. If you follow this intrinsic driver to increase the likelihood that customers will willingly make larger investments, it is only obvious to provide the right information at the right time. At a pace and in a way that makes it as easy as possible for customers to make the best decision for their needs.
Of course, this requires that a certain technical basis has been created, which also paves the way for this. Accordingly, it must be identified whether there are any patterns, which information is important and how you can best help.
Speed for higher customer satisfaction
Let's be honest: No one likes to wait. Not when calling or chatting. Especially when a problem has arisen and should be solved as soon as possible. That's why it's incredibly important for chats to answer as quickly as possible. Bots in particular can drastically reduce waiting time. Depending on the type of chatbot, they learn how to deal with (potential) customers better through conversations.
We can assume that users will continue to try to communicate with companies via any channel. Of course, the response time is expected to be as short as possible. This is often the easiest way to do this with chatbots. With enough choices when it comes to answers and repetitive patterns for inquiries, all parties can benefit in the long term. Especially as mobile devices have become increasingly popular, the possibility of a chat, messaging or conversation function via these devices is literally obvious.
In the near future, there is a high probability that voice will prevail. However, this still requires a lot of development work to ensure an equally pleasant flow for customers as with chatbots.
Recently, many companies have felt compelled to think about making the customer experience smoother at other touchpoints, for example.
In relation to recent events involving changes in consumer habits due to COVID-19, McKinsey has determined that shopping habits will continue to change significantly and that people are currently actively thinking about them. According to this, it was possible to measure the strong trend that a significant proportion of people intend to shop less at brick-and-mortar stores in the future because they have become accustomed to online orders. There was also a desire to use cross-channel offers more frequently (e.g. buy online & return them in stores).
The use of chatbots is also possible in the latter example. For example, returns can be made almost contactless. This not only pleases customers but also employees who, in the time they have gained, can take care of more customers or other everyday business processes.
Current examples such as these show that customers have received high demands and expectations. This requires a chatbot concept specific to the company for a digital solution for another touchpoint that customers can easily and gladly use.
conclusion
Whether it's an AI bot or a rudimentary (re) solution: Chatbots are an extension of the 24/7 service that we attributed to websites decades ago.
Technology has evolved significantly. It is now possible to interact with automated systems that either provide information or even perform actions.
Chatbots are often attributed unpleasant tasks — which are carried out reliably in a friendly, polite and helpful manner. When customers are faced with a problem, they want a solution as quickly as possible — or at least assured help. Problems do not always arise during regular opening hours.
Especially in the area of self-service, companies can already benefit from simpler systems that customers can use. With a few clicks or a direct input of the problem, the right help videos, FAQs, or step-by-step instructions can be shown. Appointments for the next working day can be fixed with the appropriate employees or upgrades can be carried out at other rates.
Chatbots can react immediately. And capture customers when they're most interested. Bots save significantly more time and money than other marketing channels because they can comprehensively serve people around the clock with very few resources. You can precisely segment groups of people and tailor a tailored approach based on individual interests and preferences. In addition, it is also nice to speed up the payment process to the benefit of all parties. Regardless of whether this concerns an update of user data or an up/downgrade that can be carried out immediately.
Because this, too, is already possible with today's technology.
Why should you let your employees carry out such activities when their time can be used much better at other construction sites. Since more and more people are chatting and are very open to using chatbots — these systems should be well implemented.
