Customer service chatbots can be used to answer customer questions, provide support, and even make sales. Chatbots are a valuable tool for businesses because they can provide 24/7 customer service, free up customer service representatives to handle more complex issues, and reduce customer service costs. In this article, we’ll explore some reasons why your business should use customer service chatbots.
They’re Available 24/7
Chatbots are available 24 hours a day. They don’t get sick, and they don’t need vacation time. Since they’re available 24/7, chatbots can provide customer service support when your customer service representatives might not be.
They Can Handle Simple Customer Service Issues
A Customer Service Chatbot can handle simple customer service issues. For example, when a customer orders a product, they might want to know the estimated delivery date. A customer service chatbot can answer that question by accessing the customer’s order. You can also use customer service chatbots to help customers find your products.
For example, let’s say a customer is looking for a specific product on your ecommerce website. They can use the search feature on your website to find it, but they don’t see it.
A customer service chatbot can ask the customer a few simple questions, like “What is the name of the product?” and “Where do you think it’s located?” The chatbot can then access the inventory database to find the product the customer is looking for.
They Can Help Reduce Customer Service Costs
Customer service chatbots can help reduce customer service costs in a few ways. First, they can reduce the time it takes to respond to customer service inquiries. This is particularly helpful when your customer service representatives are receiving a high volume of inquiries, which can lead to slower response times.
However, customer service chatbots can respond to customer inquiries more quickly than human representatives, which can reduce the time it takes to respond to customers and help reduce customer service costs.
One way chatbots can respond more quickly than human representatives is by searching databases for information customers want to know. For example, let’s say a customer wants to know the name of your company. A customer service representative would have to look up the name in a database and then type the name into the chat, which could take a few minutes.
They Have The Potential To Free Up Customer Service Representatives To Manage More Complex Issues
Customer service chatbots can free up your customer service representatives to handle more complex issues by handling customer service issues that require less time and effort. For example, when a customer has a simple question like “What is your return policy?”
A customer service chatbot can respond quickly and easily. This allows your customer service representatives to focus on more complex issues, like “How do I return this product?” When a customer service chatbot can handle simple issues, it frees up your customer service representatives to focus on more complex issues.
This can reduce your customer service costs because you don’t need as many customer service representatives. A customer service chatbot can also provide consistency as customers interact with it. This consistency can help you provide a better customer service experience.