Chatbot has become one of the most sought-after components in today’s business models. Whether the business is leaning towards retail or is a customer service provider, the demand for chatbot has increased over the past few years. With the advent of high-technology and the popularity of social media, chatbot is gradually but surely becoming a necessity for businesses rather than just feature or luxury.
What is chatbot? Chatbot Singapore can simply be defined as a computer program that simulates human responses, thus creating a realistic conversation with live customers and clients, most commonly online. The main purpose of chatbot is to interact with customers, whether providing information about products, processing sale, or logging complaints.
While businesses can retain traditional interaction with customer such as face-to-face interaction or the utilization of a call center, there are a lot of reasons to shift to, or add, chatbot to the existing tools of the company. The benefits ripple out from the companies that uses its service, up to their customers, thus resulting to increase of revenue and efficiency. Here are the top 10 benefits of using the chatbot service.
- 24/7 Availability
Unlike real human beings, Chatbot does not have off days. It doesn’t even need lunch and coffee breaks. The best part of it is it doesn’t log out after eight hours of work. The company doesn’t have to pay it for overtime. It is a win-win situation for both the company and customers who needs a company that can be reached out to anytime.
Another aspect in this regard is that customers who interacts with chatbot is not placed on hold and does not have to wait for an available agent. Chatbot software are able to communicate with multiple customers at the same time with accuracy and efficiency, saving customers’ time.
Speaking of time-saving capabilities, chatbot can provide real-time assistance to simple requests such as transaction inquiries, update of customer information, and other simple transactions such as processing payments.
Imagine the cost of hiring resources just to accommodate the influx of inbound customers 24/7. A company should hire large amount of people to ensure that customers wouldn’t have to wait for a long time to be serviced. Overtime pays have to be paid for those that needs to stay for a while longer due to increased customer volume. With chatbot, even the number of human resources can be diminished since chatbot can facilitate most of the tasks done by human representatives. With chatbot, only those that needs further, or more complex support will be handled by actual human representatives. It means less people to pay without sacrificing the quality of customer service.
Another cost avoided through the use of chatbot is the cost of human error. Oftentimes companies shell out money to compensate for losses incurred due to human mistakes. There are times that these errors do not just mean monetary loss, but also loss of trust from a particular client and his circle of influence. These cases are avoided by providing accurate and consistent response and processes.
- Improved Customer Service
Not only does chatbot maintain the quality of customer service but actually improves it. Especially in the online shopping realm, customers easily get lost or have no patience to navigate through the website to find what they are looking for. Chatbots can provide them all the information they need accurately and instantly to make an informative decision. Even other processes such as payments, delivery, and complaints are handled perfectly by chatbot to the customers’ satisfaction and to the company’s benefit.
Another improvement is the proactiveness of chatbot response to customers. Current customer service models are not capable of being proactive in their interactions, meaning they have to know what the customer needs before they can help. Chatbot enables interaction with the customer, even with just simple information like sales and discounts. It is also able to ask for customer feedback right after a sale or a performed service.
Chatbot also removes all the negative emotions that human representatives have to promote a positive interaction. Human representatives have emotions that sometimes they project during interaction with the customers. When these emotions exude negativity, it affects customer experience in a bad way, thus affecting the company’s image overall. These incidents are avoided through the use of chatbot.
The most important part of customer service improvement is the consistency of information and response given to customers. One of the most common frustrations of customers is the inconsistency of responses and procedures told by human representative due to different interpretation and poor data collection. Chatbot removes all of those problems by having a universal response and process to each scenario, no matter how unique it might seem.
Extract from Chatbot Singapore article by Dougles Chan