Chatbots have come a long way since their birth decades ago. Companies of all sizes are using them for a variety of reasons, including the collection of information, marketing, assistance in sales, even for enhancing the eCommerce experience.
What many companies don’t realize is that chatbots can also be used for customer service. In fact, organizations are beginning to use chatbots to assist their own employees, in addition to their customers, though the latter is far more common. Why? It all boils down to efficiency. Chatbots help quickly take care of the large volume of common inquiries that pour in on a daily basis.
There is, of course, an art to it. Special setups are required for different departments, considering the variety of issues that can take place. At the very least, chatbots can be used as customer service filters that allow real human assistance to jump in when the bots are unable to take care of the issue at hand. The perks of going this route includes cutting costs on customer service representatives, and quick support for customers without the wait time.
When it comes to customer service chatbots, the first version is rarely ever the final version. Tracking tools will help measure the overall performance of virtual assistance, and help provide an understanding of areas that need to be worked on. Some of the most important areas that your chatbot would need to master is the ability to understand natural language; logical structure with optimal functionality; and predictive capabilities.
At last- the days of customers having to wait to call in during local office hours are beginning to turn obsolete. Chatbots are here to save the day, especially when they are programmed to provide information on products/services and answer commonly asked questions on demand.