As a business it is important to stay connected to customers. But responding to never ending queries could be tedious and it is taking too much manpower. Based on our experience providing Melbourne SEO services and online marketing services, we highly recommend business owners to create chatbot. Chatbots not only helpful for customers but also beneficial for companies. Below are several benefits you and your customer get from chatbots.
Let’s start from benefits for customer
- 24-hour availability
Waiting for operators or customer service representatives to response to your request is irritating, especially if they don’t get back to you in hours. Your customers feel the same way. Chatbots are the best way to solve this problem, for now. They will maintain 24/7 response system that brings continuous communication between the seller and the customer. This feature is important especially for business with international customers. But of course, this benefit is corresponding to the bots’ ability to response to simple queries.
- Instant answers
An operator only able to serve one customer at a time. On the other hand, one chatbot can answer thousands of questions at the same time. Bot can provide responses instantly, thanks to the speed of the cloud, internet and software mechanisms.
- Consistent answers
Response given by one customer service representative may differ from another. Those inconsistencies might create confusion and lower customer satisfaction. You can minimize these issues using chatbots. They are programmed to give specific response for specific query, so your customers will get consistent answers every time they ask.
- Endless patience
While dealing with demanding customers, sometimes your operators could lose their patience. The impatience of your operators might lower overall customer satisfaction, so operators are expected to be more patient as much as possible so that the company can keep consumer satisfaction high. But you have to realize that your operators are humans, even with all customer-oriented trainings there still chances that they will snapped. To avoid incidents, you could use chatbots. Chatbots can show the patience that no human can provide.
Benefits for Companies
- Cost savings
Developing a chatbot is expensive require a lot of works, but it is a great long-term investment. However, this cost can be lower compared to consumer service salary, infrastructure, and education. Other than the initial implementation costs, the extra costs of chatbots are quite low.
- Increased sales
Bots can do more than just answering queries. They can present customers with recommendations which can smartly introduce customers to new products and services from your company. Because of their 24/7 availability and fast responses, Bots proved to boost sales. Customers hate to wait and long wait times result in lost sales.
- Increased customer interaction
Bots provide another channel to reach out to your customers. Bots also can be optimized to increase customer engagement with programmed tips and offers. Real-time communication provided by chatbots helps the customer find what they looking for and also bring up various suggestions.