Chatbots are applications designed to interact with humans realistically. And artificial intelligence is increasingly making those back-and-forth conversations more useful for consumers who might otherwise be wary about dialoguing with computer programs.
According to one source, the global chatbot market was worth $521 million in 2021. It’s poised, moreover, to grow at a 23.7% compound annual growth rate between this year and 2030.
You need chatbots if you’re a business owner with a customer-centric focus. Keep reading to look at essential chatbot benefits for your proverbial bread and butter consumers.
Less Stressful Experience
Three out of four people prefer live chat over other channels like phone and email. While live chat typically involves a human speaking to a customer via chat technology, chatbot technology replicates the human-to-human interaction using software with AI capabilities.
Other studies demonstrate that many consumers would opt for chatbots if the option is available. The reason? Many people dislike having to call a company to ask questions. Chat options can be less stressful since consumers can access them even outside of regular business hours.
Chatbots can also be used to help customers who speak different languages. Do you have enough multi-lingual people on your customer service team to support customers whose mother tongues are not English? If not, these customers may have to remain on hold for lengthy periods due to a lack of foreign-language expertise at your company. But chatbots offer a solution.
When you select a chatbot with conversational AI built into the source code, you’ll be able to provide customers with personalized conversational experiences in various languages. The right tool will leverage conversational AI technology to address consumer problems automatically. If needed, it will request the intervention of human customer service agents.
Enable 24/7 Customer Service
Almost seven of 10 customers say customer care agents are critical to good service experiences. It’s also worth noting that customers believe round-the-clock availability is a part of good customer service. It might not be feasible for your company to have human agents on the job around the clock.
But you can use chatbots to provide customer service even after your office is shut down for the day. Customers who want to reach out to you outside of regular office hours or who live in different time zones can get the help they need if you have chatbots.
Resolve Complex Customer Issues Faster
When you use chatbots to deal with customer queries, you can assign your customer service agents to more complex issues that require human intervention. This means that people with serious problems won’t be left waiting on the phone for what feels like an eternity. Some customers might get fed up and look elsewhere rather than wait on hold for too long.
Transact Without Human Intervention
Believe it or not, some customers would prefer to get what they want without dealing with your customer service representatives. Yes, they may follow up post-transaction if they have any questions. If you incorporate chatbot technology, your customers can get help quickly at any stage of the buying process. They won’t have to speak to a human agent, which might suit them just fine. So, providing a chatbot option is a good business move.
As you can see, chatbots offer some excellent benefits. You’ll want to find the right chatbot technology for your business since it would be inaccurate to say they’re all the same. Offering good customer service is a must — as it always has been. With e-commerce taking off globally, consumers have no shortage of options. So, they’ll only continue to patronize businesses that prioritize offering the best in customer service.
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