You’ve probably already experienced those times when we called customer support and listened to music for at least 15-20 minutes before someone answered their call. Not only is this frustrating, but it has also proved problematic for companies that aim to improve the customer experience. One thing is clear: customers no longer base their loyalty solely on the price or quality of the product, but on the experience they receive. Additionally, with the rise of technology, multi-channel purchasing has experienced a boom that has made it difficult for businesses to provide transparent and consistent customer support. Fortunately, chatbots have solved this problem in a big way! Since chatbots can be activated on any channel, they respond to customer requests in real-time without delay.
Telcos and ISPs
Telecommunications companies and Internet service providers tend to have a huge customer base. However, having a huge customer base has its downside, and that is an extremely dense volume of inbound customer calls and written communications. For this reason, telecommunications companies maintain 24/7 support services.
In the telecommunications industry, customer support is a very complex service involving several expert helplines. The service gets a constant stream of customer calls on all kinds of requests and issues – something isn’t working, too much money has been charged, I need help setting up my equipment, I want to migrate to the other offer, etc. For telecommunications companies, the situation is made even worse by the fact that everyone wants their answers right away, because today, we rely too much on a good Internet or mobile connection for work or play.
Additionally, a simple complaint “there is no Internet” can be caused by half a dozen reasons – from a major base station failure to customer forgetting to make the payment of his bill. In this context, improving customer support with chatbots seems like a great solution to many problems. Implementing a chatbot can be a great relief to overwhelmed support staff.
Today, banks have embraced chatbots to help their customers check their bank balances at any time, view and download their bank statements, and perform other routine tasks. The chatbot is also used for financial planning. Indeed, the potential of chatbots in the banking industry is enormous, as it allows banks to build more meaningful relationships with their customers and retain them by always being available to help them.
This does not exclude the importance of human interaction. Chatbots and humans work best together. When customers have pressing issues that require human contact, the chatbot must be able to transfer the conversation directly to customer service agents. While chatbots are great at handling issues such as stolen credit cards and fraud, having the ability to speak to an agent in the event of an incident is very reassuring for the customer.
Chatbots designed for e-commerce sites are great for handling redundant requests and alleviating the endless workload of customer service agents. Indeed, chatbots here allow agents to invest their time more effectively in conversations with greater added value.
To know if a chatbot is really essential for your e-commerce, it is important to ask yourself the following questions:
° How many orders/turnover do you have daily?
° How many customers are soliciting you by chat?
° How many abandoned baskets are there?
° Is it worth hiring customer assistants to handle the flow of messages?
It should be kept in mind that chatbots developed for e-commerce sites will receive textual requests and it is precisely for this reason that it is important to ensure that they can understand the questions formulated from different manners.
This is where Artificial Intelligence (AI) and Automatic Natural Language Processing (NLP) come in. AI and NLP allow your chatbot to interpret context and meaning as well as make recommendations of products based on order history.
To sum up, it’s not just the industries we mentioned that are most affected by chatbots. Greater customer satisfaction, savings – all of these benefits can really help the company improve the level of service.