Chatbot: The New Alternative in Online Customer Service
4 min read
August 15, 2018One of the most important aspects for any business selling a product or a service is the possession of a proper customer support system. The way a company treats customers can shed light on the company itself and its management; proper attention from the company and user experience are decisive factors in the customer's overall opinion. If you fail at this, it might spur an unwanted chain reaction that can be detrimental to your business. This is why creating a customer service system destined to satisfy the customer's need in an immediate, friendly, and simple manner must be a priority.
Moreover, it is vital to count on an optimal tool to provide online assistance for the public asking about the product or service offered on your website. In the past, the usual way to help customers was hiring a specific person to handle the task. However, the hiring process of new staff, along with other factors such as the waiting time involved for customers, has led to this system being branded as expensive and inefficient. This can drive potential customers off the site before the completion of any purchase or inquiry.
These days, after many years of technological evolution, an innovative form of customer service has been implemented that forgoes the need for a real person, clarifying the doubt or consultation a user has at a specific time: chatbots.
What is a Chatbot?Chatbot is the term used for software that commonly works with AI Technology and serves the purpose of employing its capabilities to understand natural language and answer any question or inquiry a person may have. In business, chatbots have become a crucial tool for many areas in the market looking to improve and speed up customer service within a website. In fact, according to reports from Gartner, by 2020 over 80% of companies will be using chatbots instead of real people, and potential customers will be getting the attention they deserve 24/7. This means that immediacy will become one of the software's most important advantages because most people look for quick answers and prefer to leave the site altogether if they can't find them.
Advantages of Using a Chatbot on Your WebsiteThe implementation of a chatbot on your website is an excellent way to engage visitors. It encourages proximity while optimizing each process within the business. Advantages of a Chatbot include:
- Fully available for customers 24 hours a day.
- A low-cost alternative.
- Immediacy; Its automated nature ensures users a quick answer to their questions.
- Data storage capacity allows the company to be informed about customers' behaviors. This includes people's most pressing concerns, as well as their suggestions and opinions about any product or service being offered on the site.
- Thanks to its capacity for intelligence, compression, and storage, it can expand its knowledge and, therefore, answer a greater number of questions.
Yes, I Want a Chatbot for My Website. Where Can I Get It?The market is filled with different types of chatbots and providers to choose from. You must, however, assess your options beforehand because your goal is to find the most suitable option for your company, whether your business is linked to traveling, finances, fashion, technology, etc. The main purpose is creating a good user experience for all your leads and to make them want to become recurring customers. It sounds like a difficult task, doesn't it? Especially because the process of keeping customers goes beyond using a chatbot.
But what would you say if you had a digital marketing technology that didn't just offer the implementation of a chatbot to your website, but an integral platform to make the implementation of true digital marketing possible with less hassle, reduced costs, and increased revenues?
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