Chatbots are transforming customer service on websites and mobile apps as we know it today. In fact, current estimates predict chatbots will save companies 2.5 billion hours by 2023. Wowza!
But time savings are only one benefit of chatbots. The biggest advantage of chatbots is that they enhance the quality and speed of the customer interaction, making it easier for you to provide rock star customer service.
Let’s take a closer look into how chatbots can revolutionize your customer service for the better. Plus, you can get a how-to on setting up a HubSpot chatbot here!
1. Chatbots are 24x7
One of the biggest benefits of chatbots is that they are there for your customers 24×7. So if your customers are visiting your website or app during non-business hours, you can still provide support, make sales, and handle other needs from your customers. If you’re looking to break into international markets, chatbots are key to ensure you can service customers from all areas of the globe.
2. Chatbots enable customer self-service
71% of customers want to resolve customer service issues on their own. Chatbots help them do this, so they’re not on hold for hours waiting to talk to an agent. Using AI or programmed answers to commonly asked questions, chatbots can cover the most common questions and help customers take care of the rest.
3. Chatbots can be multi-platform
Customers have a clear preference of platforms, whether Facebook, WhatsApp, web, etc. Chatbots can be programmed with multi-platform integration, so that answers can be taken to the customer’s preferred communication method.
4. Chatbots are proactive rather than reactive
Chatbots are different from human customer service agents. Instead of reacting to questions and issues, chatbots can be proactive. Have you ever gotten a chatbot message asking if you need help while browsing online?
This proactive concept also works well for using chatbots as marketing channels. Your chatbots can push certain merchandise or send customers promotional offers.
5. Chatbots create better customer engagement
Customers actually enjoy talking to chatbots. They’re infinitely patient and always in good humor. They also avoid common human errors, like misunderstanding products or being unfriendly.
Looking for other ways to delight your customers? Check out these modern mobile app technologies.
6. Chatbots can be multilingual
You can also set up your chatbots to be multilingual. Instead of just providing the domestic language(s), you can expand internationally by ensuring customers worldwide can get quick service in their native tongue.
7. Chatbots provide insights
Finally, chatbots can collect data about common questions and find new ways to resolve customer issues. Unlike human customer service agent data, feedback from chatbots is easier to collect and understand. This type of information is vital for fine-tuning customer service and considering future marketing pushes.
Chatbots can boost your customer service in new and exciting ways, while saving you time and money. They’re the future of customer service.
Every app and website should have a chatbot. What’s holding you back from getting one? If you’re not sure how to integrate chatbots, you can get started by reviewing our HubSpot chatbot guide or by contacting our team. We’d be more than happy to help you get set up with your first chatbot on your website or app.