How Chatbots are being leveraged for Customer Service in 2021

How Chatbots are being leveraged for Customer Service in 2021

Chatbots for Customer Service: Today, customer service is much more than the traditional telephone support agent. Offering amazing customer service is important if you want to retain customers and expand your business. Customer support is more than just providing answers, it’s an important part of the promise your brand makes to its potential consumers.

And as per the present market scenario, enhancing and improving customer experience is the only way to increase the conversion rate. Experiences like this make employees’ and customers’ lives more easy, safe, rewarding, and also productive.

Over time, phone calls and face-to-face meetings dominated how we communicate with each other. The Internet boom has opened multiple doors to communicate from email to social media, mobile apps, and online forums. And with the rise in technology, we were introduced to Chatbots.

What are chatbots?

One of the key drivers for using chatbots is to enhance the customer experience through increased engagement and more personalized service. Customers are looking for an experience that is fast and convenient. And chatbots have eliminated the need to dig down through the endless menu systems for information.

Chatbots are a type of computer program that uses artificial intelligence (AI) to interpret and respond to spoken or written language. They can be trained to reply in simple keywords or intricate conversations about specific issues.

Today, chatbots are leveraged across various sectors to answer customers’ queries and help them navigate through a brand’s website with ease. They help customers to further engage with your company. Customers always expect more and chatbots are projected to be a continuing trend in meeting those expectations.

AI technology is consistently developing and advancing, which suggests that chatbots will also improve constantly. Let’s look at some of the benefits of using chatbots for customer support.

Chatbots are perfect for resolving customer service issues, troubleshooting common problems, and guiding the user through the application, and also helping with account administration. And using this tool instead of a whole customer support department can cut down your investments.

1. 24-hour availability – Chatbots for Customer Service

According to reports, over 50% of customers expect a business to be available around the clock. Waiting for the next available operator for minutes is not a solved problem yet, but chatbots are the closest solution to put an end to this issue. Maintaining a 24/7 response system brings continuous communication between the retailer and the consumer.

2. Seamless Live Chat

Customers can engage with a chatbot the same way they would in an online conversation with a customer support agent. So, customers need not learn anything about the functioning or operation of chatbots to have an engaging conversation with them.

Since many chatbots use natural language processing methods, they can analyze the customer’s question and deliver a response that meets the customer’s requirements.

Many chatbots can also be seamlessly integrated into the company’s website or applications, which saves the customer the time and trouble of searching the company’s online resources for the answers they require.

3. Endless queries – Chatbots for Customer Service

Although some chatbots are designed to simulate human intelligence, other systems have been developed around the idea of letting the systems do a few of the things such as handling repetitive tasks. The chatbots have the patience to respond to your endless queries and without feeling lethargic.

4. Less Stress

The current method of handling customer support calls, from overseas operators to automated telephone menus, has easied a customer’s dread at reaching out to a retailer’s customer service branch.

Chatbots accomplish much-needed tasks, such as resolving issues with the need to contact customer support, reduce the time needed to solve other issues, reduce the time to get a customer service agent on the phone and streamline the entire customer service process.

5. Personify your Brand

The flexibility of chatbots enables them to engage with customers on many different levels. They act as the customer’s primary resource for technical support, sales information, account management, etc.

Chatbots can also be programmed with different types of conversational styles, from precise and technical to friendly and helpful to humourous and many. The various types of ‘personalities’ available with chatbots will keep customers coming back and re-engaging with the brand.

6. Reinvent your Forms

If you want your customer’s information, usually you would have to offer them a form to fill in. Even if the customer decides to fill it in any way, they used to do it very reluctantly.  But today, these forms become outdated.

A chatbot, on the other hand, has enhanced this situation. They are capable of getting the same information but without the friction and cognitive load that you get with the form-filling process.


Chatbots help customers in many ways and act as their very own assistants in the whole process. They are constantly evolving and helping brands provide the best customer service by connecting with customers in real-time.

Using CRM data and other information such as past purchases, web navigation patterns, and real-time analysis of the customer conversation, a chatbot can easily maximize the potential of every purchase and sale.

If you want to integrate your business with a chatbot, you’ve landed at the right place. We’ve designed and developed the Yugasa bot, which’s very much capable of providing the best customer service and also insights for your organization. You can contact our experts for much more details.

Read More: Top 10 Chatbot Development Companies In India For 2021 and Beyond

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