Excellent Benefits of Using Chatbots in Your Business

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.

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