How many times have you experienced a purchasing process that left you feeling unsatisfied? A process that left you feeling frustrated, uncared for and answerless. How many of us have tried and failed to reach the customer service of a store with a simple request, only to be met with wrong numbers, long waiting times, and bad customer experiences. The globalized world we now live in, as well as with the internet and technology, have revolutionized the habits and forms of consumption of many users. Welcome the new generation of buyers: where shopping at the click of a mouse is a way of life, where immediate and efficient answers are expected.
No more than twenty years ago today, people never thought it would be possible to buy a plane or stadium ticket without standing in a queue of people, waiting to be served. Now, the purchasing process is short and urgent and we expect nothing less than perfection. Twenty years ago, the same thing happened with Artificial Intelligence, and although we already thought we understood the potential of computers, we didn’t realise that their influence in daily life would be so accelerated and beneficial as it proves itself to be today.
The use of AI has caused a worldwide revolution in communication between customers and companies. Let’s get into context; imagine yourself in the call centre of an e-commerce store on Black Friday. Imagine the mountain of calls they receive with the same, repetitive questions. How many of them will collapse during this avalanche of customer service requests? In fact, more than 50% of calls in calls centers are frequently asked questions, made outside of working hours. Although we know when a chatbot springs up it’s not a real person, we know it can add its own human touch.
AI proposes an efficient solution for the considerable improvement of customer service, and to help strengthen the relationship between companies’ users and employees. Clients will feel cared for with next level personalization, when and wherever they need it. 53% of consumers would prefer to speak to a live chat rather than calling a company to ask for help. This statistic is even higher for millennials.
Chatbots and virtual assistants are based on AI, trained to learn and behave according to the users who are directing them. This allows them to deliver a much more efficient service with added customer value. Their communication process is based on the understanding of clients needs to maintain their attention and to also increase loyalty between them and the brand.
Here are some ways Chatbots positively contribute to your business:
- Increase customer engagement through positive interaction and maintain good conversation flow.
- Collect feedback/answers from customers questions to help improve your companies services.
- Better brand perception if available 24/7 whenever, wherever.
- Keep up with trends and competetition and remain present on popular messenger sites.
You only to have to look at the success of companies like Netflix, Uber and Amazon to see how much consumers value speed and availability these days. The importance of smarter operational processes is increasing, as companies rack their brains to offer a service that although was available before, like watching a movie or buying something online, can be done faster and made easier for the client. Lets look specifically at customer service; phone calls often lead to long waiting times and users can often be cut off during interactions. A virtual assistant however, can offer added services and maintain customer loyalty, in addition to 24/7 availability.
AI offers services that are better alligned to our users demands. A chatbot becomes intelligent when it becomes aware of humans needs and learning is a distinguishing trait that is always present. The modules in a chatbot for example include natural language understanding modules, that act better when learning continuously. Learning is essential, as the more the chatbot knows, the more it can recognise patterns in data and responds to users requests more adequately.
This sought-after capacity will open doors to thousands of opportunities at marketing level as well as with new business models. Our teams capacities will be optimized thanks to having more time to spend on more specific tasks to help increase customer satisfaction levels, instead of repeating the same actions over and over.
At the end of the day, we have all been customers once and we all want good customer service and chatbots are your one way ticket to achieving this. Want to learn how to implement them? Sign up to our webinar here on the 20th of February and delve deeper into the world of AI chatbots and their role in customer service. We’ll see you there 😉