Times are changing fast and computers are now part of our daily lives. For your business, you have to ensure that you are keeping up with the changes. Customer service is also changing, and it had welcomed the use of chatbots!
But what exactly is a Chatbot?
Chatbots are computer support systems that imitate human conversation with people (1). These programs are common over the internet. The chatbot is usually found in social media such as Facebook, Slack, and Instagram.
Chatbots help businesses save a lot of money. According to IBM, businesses spend $1.3 trillion on 265 billion customer service calls each year (2). AI messaging or chatbots are already changing how customer service works. In a report made by Chatbot Magazine, chatbots can save up to 30% in customer services (3).
What makes chatbots great to use? Handling many clients can be a very tedious task. The human mind can only handle 3-4 tasks at the same time (4). If we handle beyond that, the results will have more errors.
Getting excited to try out chatbots? Here are point on the right ways to use chatbots for your business!
- 24/7 Customer Support
As chatbots are programmed AIs, they do not need to take breaks. They can immediately give answers and recognize customer complaints (5). Your customers do not need to check whether it’s office hours or not.
- Providing fast access to information and content
With 24/7 service, chatbots can also provide basic information quickly. Information can range from store location, business hours, product lists, price range, product availability, and many more. Chatbots can be programmed to provide reliable answers to specific key words and sentences (6).
If you think about it, talking to chatbots are more effective than being redirected to a page full of texts.
- Programmed for Repetitive Work
Let’s face it. You hate it when you do the same thing for several days. If you keep on doing the same thing over and over again, you’ll eventually get bored.
Not for chatbots. Chatbots are programmed to do specific tasks with minimal errors. Softwares like Slack have bots in their programs such as helping in tasks, managing teams, and office polls (7).
- Processing and tracking orders
Chatbots are best used in online shopping. Online stores such as Sephora, launched their chatbot system to engage with customers (8). People can place their orders faster, and are provided links to track their orders once it is shipped.