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There are multiple benefits of chatbots, including:
Automate day-to-day business processes and allow the customer support team to concentrate on more complex queries.
Systemically scale their chat support during peak hours to deliver quality support and enhance customer satisfaction.
Enable multiple new customer service models to help increase brand face value and credibility.
The last few years have seen a rapid surge in on-demand messaging that has shifted consumers’ way of communicating with brands.
More and more businesses today are integrating chatbots into their processes to provide superior customer service.
Chatbots have been complete game-changers in specific industries where high-volume customer interaction is at the center of the business, such as banking, insurance, and healthcare.
We’ve built the most comprehensive list of chatbot benefits in 2022 below.
In this blog, we hope you better understand the most important benefits of chatbots for companies and customers alike.
What Is A Chatbot?
These chatbots use artificial intelligence (AI), machine learning, and natural language processing (NLP) to continuously improve their speed and the complexity of the answers they can answer correctly, enabling them to handle an ever-growing number of customer interactions.
Chatbots are in essence automation decoyed as human conversation, or rather, automated programs that can simulate a human conversation.
The bots use natural language processing (NLP) to understand human communication in an accurate context and provide relevant answers to questions.
From the customer’s point of view, they’re speaking to an actual human being, or at least, so it seems.
Chatbots offer a wide range of applications and are not limited to one industry or use case. For example, common use cases are:
Answering FAQs, support in case of problems
Increase Interaction Sales
Qualification of leads, support throughout the sales funnel
IT Service Helpdesk, support for internal or external service desk applications
Dominos Pizza’s chatbot, Dom, is an excellent example of AI reducing ordering times.
The pizza chain’s chatbot enables customers to place orders using preset options like “pasta,” “pizza,” “sandwiches,” etc., eliminating the need to type in these common orders.
At Hypo Tirol Bank, customers can ask the chatbot questions about online banking.
Users can get information about card loss, account openings, and the different branches.
Among the vital chatbot benefits to customers include 24/7 availability. Availability Chatbots are available round the clock to solve customers’ queries.
According to studies, over 50% of customers expect a business to be available 24/7.
Chatbots allow for maintaining a continuous stream of communication between the seller and the customer without having the customers wait for the next available operator for minutes.
Additionally, with the help of chatbots, organizations can handle more tasks simultaneously so that no customer has to wait.
This will allow companies to scale up their operations to new markets globally without multiplying incoming requests to be handled.
Answer Customer Questions Anywhere
Whether you are already an international brand with customers worldwide or a local brand ready for global business, chatbots can solve your customer care problems in multiple languages and 24/7, 365 days a year.
This allows your business to scale up its operations to new markets without worrying about multiplying incoming requests to be handled.
Chatbots gather consumer data from their interactions.
Chatbots can also track purchasing patterns and consumer behaviors by monitoring user data.
This means the chatbots will be able to instantly draw up the user’s background information to resolve their issues quicker.
By collecting data from the chatbot conversations, businesses can get valuable insights into user experience (UX) and be notified early regarding any issues, and any roadblocks that customers face.
This means that early prediction of other issues can happen or similar issues can be prevented in the future.
Customer information can be fed to the agent in real-time (when they’re speaking to a customer on the phone), so the support rep can provide relevant solutions based on current needs and previous interactions with the company.
A chatbot can access the history of your interactions with the company to deliver a personalized experience.
Given the relative immaturity of chatbots, this is not a focus area for most companies now but will be an important part of future chatbots.
The chance of selling is proportional to the data provided by the consumer, and chatbots can improve the rate of customer data.
Chatbots are optimal tools for organizations to learn customer expectations. In light of the data provided by the chatbot-customer interaction, customer-specific targets can be planned.
It’s important to keep your customers engaged with your brand.
Chatbots can help businesses take customer engagement to the next level.
By using conversational AI chatbots, engagement can be driven based on the user data and made more interactive.
What’s more, bots can deliver consistent answers, which helps you avoid dishing out irrelevant information to customers.
Thirty-five percent of consumers want more companies to use chatbots to improve their communication strategy and deliver a better experience.
And when relevant and quick responses are delivered, customers can stay longer on your website and maintain the conversation.
Customers want quick, seamless solutions to their problems.
Some are used to the traditional phone support; therefore, it is hard to accept a chatbot with the notion that it is a robotic interaction, lacking the human touch.
However, more and more customers are open to new technology.
According to the Solvvy 2021 State of Chatbots Report, 55% of consumers prefer to use a chatbot rather than wait for a human agent.
By using conversational AI chatbots, engagement can be driven based on the user data and made more interactive.
Chatbots’ instant response time ensures that the customer is constantly engaged, and interacted with, through their customer journey.
While nothing beats human-to-human interaction, a bot can substitute until support or salesperson needs to step in and use intuitive language that matches your company’s tone.
A good example of this is the chatbots provided by Manychat and Intercom.
Manychat is very useful for marketing using Facebook Messenger, while Intercom performs well for Live Chat on your website.
Since chatbots can be programmed to answer simple questions, your staff can focus on the more complex issues that your customers may have.
They lay the foundation for your conversational marketing strategy.
With 24/7 chat capabilities, your bot can answer customer questions instantly, without requiring them to call your service team between working hours.
Chatbots can systemically scale their chat support during peak hours to deliver quality support and enhance customer satisfaction.
Unlike an operator who can focus on only a single customer at a time for query resolution, a chatbot can simultaneously and instantly manage and answer queries of thousands of customers.
Building Customer Relationships
Chatbots can be an incredibly useful tool for forging good customer relationships.
Your business can leverage it to build strong connections by engaging, and interacting with, users coming to the website.
By integrating chatbots, you achieve marketing goals and drive sales and improve customer service.
Offers Website Visitors AI-Driven Support
customer support, chatbots can provide value-driven, contextual support that can significantly assist businesses.
This is where AI-powered chatbots can make their presence felt as they can automate customer communication and augment the support in a big way.
If you typically have hundreds of thousands of customer inquiries that you find are generally simple to respond to, a chatbot can help.
There’s no ceiling to how many customers a chatbot can handle, which allows your service team to focus on the more complex requests that may come their way.
Your chatbot can be the perfect partner to promote new products and send proactive notifications.
They can also offer immediate assistance to your potential customers and help speed up the purchase decision process.
Feedback On Social Media
Social media is quickly becoming one of the most important aspects of digital marketing, which provides incredible benefits that help reach millions of customers worldwide.
According to research, companies that engage with their customers on social media increase customer spend by 20% to 40%.
Reaching new customers B2B and B2Bot platforms such as Kik or Facebook Messenger are some of the most popular apps.
Being continuously active on these platforms helps companies reach additional customers who may otherwise not want to reach out to the company with an email or call.
In a survey by Telus International, it was stated that 38% of millennials give feedback once a week via social media.
It was noted that the number of feedback has increased in the last 12 months.
Faster Internal Processes
Chatbots can be used to improve internal communication and processes within the company.
Chatbots could be used in the onboarding process. For example, the new employee asks the chatbot and gets an answer immediately, rather than contacting various departments.
With a fiercely competitive business landscape today, businesses’ need for a robust customer service department consistently rises.
Growing your business doesn’t need to mean increased costs. ChatBot enables you to scale your customer care without scaling up the headcount.
Implementing powerful chatbots allows companies to manage many customer queries in relatively short periods.
Although chatbot implementation requires a certain amount of investment, this is significantly lower than the traditional customer service model that includes infrastructure, salaries, training, and other resources.
The qualified leads are nurtured based on their customer journey.
For example, in an e-commerce business, a chatbot engages the customers by giving personalized recommendations, combo offers, or discount coupons to improve sales conversions.
Combine AI technology and a human touch to deliver seamless customer support.
Live chat agents can handle complex queries that require comprehensive discussion without leaving the customers unanswered.
The smooth transition between chatbot to live chat provides real-time response to the customers, giving them the best hybrid experience.
When a customer‘s question isn’t clear or is too specific, a bot may have a hard time helping, which is one of the biggest disadvantages of chatbots.
Chatbots are programmed to answer general questions with answers that can be found in their database, so if a customer asks something outside of this narrow list of answerable questions, they will likely confuse the bot.
They will either be taken around in circles as the bot tries to understand the question being asked (often to no avail), or be left without an answer.
You would have to go through more steps to contact your support team.
When you use chatbots, you lose touch with customer insights. This means you might miss feedback on growing issues and valuable insights on new opportunities for your business.
If you’re looking for a better alternative to a chatbot, Chatdesk Teams offers a hybrid option that combines AI and automation with personal support from a real-life human agent.
Chatdesk helps you scale up your customer support on-demand by leveraging real-life superfans of your brand to answer your customer questions 24/7 across your various social media and support platforms.
Our technology uses machine learning, ensuring that responses perfectly match your brand voice from day one.
Inspire Business Growth With Kennected
Time-consuming leads have been the norm for too long. Conversational marketing is more valuable than ever to every customer experience.
We realize the benefits of chatbots outweigh most lead generation strategies, but no chatbot can outdo the outreach capacity our solutions can.
You can answer customer questions and provide an overall satisfying customer experience through LinkedIn.
LinkedIn has become the most used professional social media platform.
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