When someone has an issue with a business they patronize, they want someone in customer service to respond. Calling on the phone and sitting on hold is not enjoyable, and expect these customers to become ex-customers if their needs are unmet. Sometimes, a person may only have a minor question they need answered to complete an order. They may prefer not to place a phone call or wait several days for an email response. However, staffing costs can make it difficult for an online business to provide customer service. Instead, a company may use a chatbot on its website. Of course, speaking to a chatbot representative is not the same as dealing with a human being. Still, customers appreciate the interaction. Here are 3 reasons why customers appreciate having chatbots on websites.
What is a Chatbot?
For those unfamiliar with the term chatbot, it refers to a computer program designed to interact with humans by conversing with them. Chatbots can have artificial intelligence learning capabilities, allowing the programs to carry on a human-like conversation, making them excellent for entertainment. Conversational chatbots can be used for many business-oriented purposes. Many e-commerce sites install them to add to the website’s user-friendliness and better facilitate sales.
1- No Waiting Time
You simply open the dialogue box when you want to work with a chatbot. The chatbot program requires nothing more than a strong internet connection. Once you log on, you can ask the chatbot what you need to ask, and customers typically receive the answers they are looking for within a minute’s time.
Customers will also find that the 24/7 access to a chatbot is a great convenience. People have different schedules and can be busy during the day and discover their free time exists only in the early morning. They are not stuck dealing with the narrow hours available at a call center. Chatbots also offer flexibility and provide customers with answers to easy questions without having to dial a customer service number and wait to speak to a representative.
2- A Personalized Approach
With advancements in artificial intelligence and machine learning, a chatbot may draw from previous interactions with the same customer to provide a uniquely personal experience. Customers may feel more valued when they exit the chat, not feeling like a faceless number receiving generic FAQ stock answers.
3- The Convenience Factor
Customers are not locked into using the chatbot feature at a specific location on a particular device. They may use the website on a desktop at home or on their mobile phone while on public transportation. A chatbot’s added convenience increases its usefulness and supports keeping customers in the loop with the business.
Live chats can be a great help and provide a highly personalized experience, but the costs of paying for a live chat operator can be significant. Even outsourcing these duties comes with added expenses. Operational costs become far less when using a chatbot feature. While there might be limits to what a chatbot can do, it could likely handle a large portion of basic customer inquiries easily.
