Chatbot Customer Experience: We go through some problems in our day-to-day life about the products and services we use every moment. We contact the company on those problems through a representative. This is a slow process is because of the limited access to information and tools to cc executives.
Chatbots serve as a solution to this problem. It acts as a faster and easier remedy to all our problems. A chatbot is capable of interacting with the customer. The technological limitations do not bind it. This is because of the built-in AI technology in the chatbot software. The brands use them for diverse purposes. Some of them are customer service, request routing, information gathering, interactive form-filling, etc. The companies design them to enhance and untangle the interaction with the customers.
What do chatbots operate on? – Chatbot Customer Experience
The chatbot applications operate on messenger(chatroom) layouts to communicate with the consumers. A human on one end inputs a query. The chatbot then responds with relevant information and solutions. The chatbots based on AI technology, learn from the replies of the users and solve their problems. Whereas others work on some specific keywords or a predefined set of answers to solve the problem. The ones equipped with the AI technology personalize the interaction and also build off previous interaction. E.g. If you ask the Google Assistant for a movie recommendation, it will analyze your previous choices of genre and give you an answer.
The personalized chatbots can dig through a huge amount of data to find what’s best for its consumer. It does not matter whether it is a troubleshooting or rebooting solution or a new product or service recommendation.
How are chatbots useful in the sphere of customer service?
Chatbots find their application in various spheres of customer service. The important ones are solving customer queries and problems as well as recommending products to concerned consumers. If a customer comes up with a problem in a product, the chatbot responds with the ways to fix the product after asking a few necessary questions. It is a much easier option than explaining huge paragraphs of the issue to the customer care personnel.
In the sphere of recommendations, a chatbot can share information about popular products and services with its users. It can be very useful to generate customer engagement in some good products. It acts as a personal shopping advisor based on your previous selections. It can help you to find a perfect gift, meal, night out, or a holiday according to your mood and desire. Many big brands also use chatbots to communicate better with their customers. They are connecting their customers with thought leaders and adding personality to their products. Most of these brands are achieving tremendous success and receiving great engagements, popularity, and revenues.
Chatbot Customer Experience – Why are chatbots essential and indispensable?
The chatbots smoothen the communications and interactions between consumers and services. They also offer the
brands to establish new opportunities for growth and engagement of customers. They also help to improve their operational efficiency by providing quick solutions to customer queries. Besides, they also reduce the cost to company (CTC) by making them less dependent on employees.
To secure results, the chatbot application must be efficient to perform all these tasks. Human support plays a crucial role in making the chatbot systems more and more efficient. It is a must in training, configuring, and optimizing the automated chat systems.
Some known chatbots
Alexa, Siri, and Google Assistant are some of the well-known chatbots enabled with voice support. Apart from them, Natasha from Hike messenger and Noni from 7cups are also some well-known chatbots that cater to many users every day.
Chatbots and the future
Chatbots have a simpler interface and it makes it easier for the customers to communicate with the companies. Many consumers prefer chatbots over on-call customer services. The reason behind it is that they have a faster response and less invasive. Moreover, the chatbots operate on messenger apps which are already available in most of the mobile phones. This gives them a very high probability that the concerned user is already plugged in and ready for the bot. Indeed, chatbots are the future of customer experience and service. They have the power to replace search engines and windows and many apps and percolating call centers soon.