6 February 2020

How can Chatbots improve the customer experience?

In recent years, technology has imposed a new way of doing business, managing, and certainly, to relating to customers. The customer experience is a differentiating factor to guarantee the brand’s success and increase its notoriety in the market.

Therefore, it is essential that organizations understand the expectation and need of their customers and consequently, monitoring the process of interaction with the brand in all phases is vital to give the best and most impactful experience possible.

The consumer is now clearly more digital, informed and demands agility and speed when interacts with brands. Whether through a call centre, social media or the website, consumers want to be treated uniquely and see their doubts, questions or complaints resolved, appropriately and immediately. As such, the waiting time should be kept to a minimum and provide personalised and efficient treatment.

Did you know that 80% of organizations want to have some chatbot type automation later this year?

Chatbots arise to provide immediate, effective and automated responses and are now part of the customer service strategy of several organizations.

Using Artificial Intelligence and Machine Learning, chatbots can help customers to schedule services, find a specific product or service, make reservations, or evaluate their experience, for instance. It is, unquestionably, a powerful tool that allows any organization to offer a more personalised, agile and efficient service, freeing up human resources for more complex tasks.

Chatbots are also able to answer ambiguous questions, learn from conversation history, and do predictive analytics based on real-time conversations. Natural Language Processing allows to highly reduce the failures of interactions with chatbots.

According to Gartner, organizations will invest in customer experience over the next two years. 47% of organizations, will use chatbots for customer service and 40% will have virtual assistants.

Artificial Intelligence is transforming the way how organizations communicate with their customers and prospective customers. According to Global Market Insights, the chatbots market in the word will be worth more than $1.3 billion by 2024. Although the path is still long, using Machine Learning, Artificial Intelligence and Natural Language Processing, chatbots are increasingly intelligent and capable. They can save organizations costs, creating a more pleasant experience with the public and positively impact consumers, helping to increase brand awareness.

Without human involvement, chatbots can answer, by text or voice, for instance, questions about price, a discount, schedule an appointment, change a password, or manage a complaint.

Chatbots are, increasingly, included in the organizations’ strategy and allow to handle each customer in an individual and engaging way, which, without a doubt, will create a good experience, which will translate into more loyal customers and your brand ambassadors.

And, in your Organization, would you like to provide effective solutions 24/7 that meets your consumers’ expectations?