Instant Customer Support using Chatbots
We live in a society where we get everything in an instant. We get frustrated/ agitated if we have to wait over 5 minutes for something. Fast Food restaurants are taking over, drive through cafes are now a thing, we have access to the latest TV shows in a matter of seconds, we whip out a plastic card to pay for things we can’t afford at the time but we want it now!
Customer service has improved a great deal over the years but there is still room for improvement. In the digital era we live in today, Chatbots are not only becoming the norm, but they are also becoming a necessity for those competing in the space.
Companies are starting to use Chatbots to provide instant support to their increasingly impatient customers. This adds a huge bonus to their reputation. By using chatbots to automate the answers to FAQs, customer support becomes a 24-7 unmanned addition to the business. It costs cents to keep running, compared to employing a few customer service agents to cover the same time period.
We humans are not the greatest of multitaskers (a few of us might argue that we are..). This study suggests that humans can only concentrate on 3–4 things at the same time. If we start to do anything more than 4, errors creep in and we become less effective at dealing with the main task at hand.
Chatbots though can have conversations with thousands of people simultaneously. No matter what time of the day it is or how many people are contacting you, every single question will be answered instantly. Companies like Taco Bell, Starbucks and Domino’s are already using chatbots to increase efficiency within their businesses.
In summary, Chatbots fit perfectly into a society where we want information in an instant. Bots will greatly benefit businesses today by drastically cutting customer service costs, with reduced reliance on human agents. Companies can pull conversation data from the Chatbot’s interactions to gain insights into the customer needs and overall satisfaction. Chatbots provide faster response times which lead to faster resolutions, improving the customer’s overall satisfaction. They remove the daily tedious tasks and free up staff to deal with more pressing matters.