In our research, we discovered that 63% of people are unaware that they are already employing AI technologies. If artificial intelligence, or AI, feels like a far-off phenomenon of the future, you may be mistaken.
Chatbots are a common type of AI that people have started utilizing, both as consumers and as businesses. These straightforward AIs contain branching logic and can be programmed to answer client requests.
If it appears that utilizing robots may drive clients away from your company, keep in mind that 48% of customers already feel at ease with interactions handled by bots, and 71% say they would be willing to utilize a bot if it meant a better customer experience.
The main method chatbots enhance the user experience is by merely adding more channels for customer care. Customers now have an additional method of contacting your company besides the phone, email, or a physical storefront thanks to chatbots.
By fulfilling existing customer demand, you can improve your user experience. 71% of consumers currently expect firms to provide customer care using messaging channels.
Customers who contact support teams with basic inquiries want a timely answer. However, because many support teams receive a lot of inquiries, it’s not always possible to respond to queries right away, no matter how simple they are.
The answer to this problem is Chatbots, which can manage numerous conversations at once and respond quickly to all inquiries, especially simple ones.
For instance, a Facebook Messenger chatbot can instantly answer with your open hours rather than having the customer call your company and wait on hold. The chatbot would also understand how to effectively transmit a customer’s question to an available agent if they were to ask a question that required direct assistance from a human representative.
People want rapid solutions without having to wait on hold or for an email response, therefore it is well recognized that excessive wait times are a leading source of consumer annoyance.
The consumer experience is enhanced in this area through chatbots. A chatbot can be there to help clients right away when they contact you, no matter what kind of query they have. It can offer a quick fix or connect them to a live agent who is more qualified to help.
59% of study participants expect a response from chatbots in 5 seconds or less, which is a high expectation that a human would find challenging to satisfy. So you can speak to this customer’s wants, consider implementing chatbots.
Support workers are relieved of the pressure of managing low-touch and higher-priority issues requiring more attention when chatbots are trained to respond to frequent consumer questions and offer quick solutions. 43% of companies claim that they chose chatbots because they wanted to automate customer care and save time.
Instead, reps may concentrate on urgent, high-impact issues while chatbots respond to common queries like listing your company’s hours of operation.
Another way that chatbots enhance the customer experience is by providing 24/7 customer care; in fact, 64% of customers rank this as the best aspect of chatbots.
Customers no longer have to wait till your firm reopens to obtain a response when help is always available since a chatbot is there to answer a question. A chatbot could even provide the consumer with an estimated wait time if a pressing issue came up while your live support staff wasn’t available. Without a chatbot, the consumer can be stuck waiting for a response and unsure if their question was ever actually answered.
Chatbots learn more about clients through chats with them and where they are in regard to your company, such as whether they are qualified leads or simply interested prospects.
By gathering information about leads and determining their interest level in what you offer, chatbots can assist you in this respect to enhance the user experience. Once you are aware of their situation, you can assist them with further business materials that speak to their wants.
In a Drift poll of B2B professionals from a variety of industries, 54.8% of participants said that employing conversational technologies has increased their flow of high-quality leads.
By personalizing the dialogue to the client’s precise needs, chatbots enhance the user experience.
With personalization, chatbots can offer clients offers based on their buyer’s journey, propose products based on their queries, and even recommend the best course of action based on their requirements.
Your business requirements ultimately determine whether to incorporate chatbots into your customer experience strategy. If you decide to do this, you’ll probably notice that your customer service representatives have more time to focus on urgent problems, that your customers are satisfied and quickly find solutions, and that you’ll develop a thorough understanding of your audience that will enable you to better serve them.