Most of the companies are using digital transformation to
improve customer communication and enhance internal processes.
Customers' requirements
are continually changing. Nowadays you should be available 24 hours a day for
your customers’ attention.
Whether for flight
bookings, customer service inquiries, online shopping, news or taking part in a
competition: Chatbots are now helping mobile app
development companies in Sydney of many responsibilities. These are
intelligent programs that can interact autonomously with users. They are based
on automated learning and are programmed to collect data and answer to specific
words and sentences. In this way, a dialog is designed with which the customer
inquiry, such as the question of the current weather, can be treated effectively.
Shortly, particularly
the interaction with customer service will experience significant changes.
According to the research company Gartner, only a third of customer requests
should require human interaction. In contrast, two thirds will be processed with
automated software. But what is this actually about?
So, what is a Chatbot
A chatbot is a program,
powered by rules and AI, which simulates a real communication with users via a
chat interface. In other words, a chatbot is a service that can have a discussion
with you just like a real person.
Chatbots are based on
Machine Learning to find conversational measures that permit them to copy human
discussions and react to written or spoken requests to deliver a service. They
understand language, not just commands since they use AI. Therefore, the more
communication chatbots have with users, the more knowledgeable they become.
Let’s take a look at
the top 5 benefits of chatbots, and have a better understanding of how they can
offer to your business.
Always-Available
Customer Support
According to research by
Gartner, customer service is the most crucial factor in progress. So, whether
you are a global or a local business, having a good customer service 24/7 has a
positive impact on your customer satisfaction.
Customer help process
can be developed with the help of chatbots. Bots can be programmed to give
automated replies to repeated questions quickly and forward the request to a
real person when a more complicated action is needed. This enables human customer
service representatives to save time and assist more important cases rather
than time-consuming simple tasks.
Additionally, with the
help of chatbots, organizations can handle more tasks at the same time so that
no customer has to wait. This will allow mobile
app development companies in Australia to scale up their operations to
new markets globally without multiplying incoming requests to be handled.
Proactive Customer
Interaction
In common, companies
apply a “passive customer interaction”, which means that they only respond to
customers when they are reached and not initiate the communication. In
competitive businesses -especially with a remarkable percentage of millennials
as customers-, none of the brands have the luxury to act passive anymore.
Since none of the
organizations has enough manpower to initiate a communication with all of their
clients periodically, chatbots allow you to start a conversation with every
customer, regarding any issue, any time of the day. This will make your
customers feel that your brand is one step ahead, like a friend who is
available 24/7, and (obviously) increase your brand perception in the long run.
Cost Savings
First of all, implementing a full
functioning chatbot is much more affordable and more active than creating a cross-platform app or hiring
employees for each task. Businesses have a variety of possibilities from
ready-made software developed by Facebook, Microsoft and other big IT companies
to choose.
Since chatbots are
automated solutions, they allow organizations to manage many customers at once,
and simultaneously. By “employing” chatbots that complements human agents, you
will not only save on employee costs but you will also avoid the problems
caused by human errors.
Lastly, because
consumers can quickly access chatbots within seconds and start communication
immediately, user acquisition is also associated with lower cost.
As we can see, Chatbots
can be a great back up for employees for relatively basic and repetitive tasks
with great speed, cost-effective, easy to implement, maintain and use. The
biggest challenge you need to pay attention the most is the conversation skill
or “personality” of your chatbot in order to increase or even just retain your
brand perception and customers.
Increased
sales:
Bots can be a
frictionless platform for presenting users with suggestions which can actively
introduce customers to new products and services from your company. Bots can also
boost sales because of its 24/7 availability and quick responses. Customers
hate to wait and long wait times result in lost sales.
Reaching new customers:
Bot platforms such as
Kik or Facebook Messenger are one of the most successful apps. Being continuously
working on these platforms helps companies reach new customers who may
otherwise not want to reach out to the company with an email or call.
Conclusion
There are lots of
chatbots benefits across businesses such as customer service, sales, and marketing
and many top
mobile app development companies in Sydney. Following only automated
assistance will not help businesses to attain better customer fulfilment. It is
better to achieve your business with chatbots and live support. Chatbots can
engage your customers by answering basic questions and the complex ones will be
managed by human support. You can enhance your customer experience with such
hybrid support approach giving the best of both worlds.
