6 Benefits of Using Chatbots on Your Website
A company like Kayako can help you out a lot by providing you with an excellent ticket system that includes a number of chatbots. However, at this point you might be wondering whether using chatbots would even have any benefits associated with it. The answer is a resounding yes. In order to set your mind at ease, provided below are some important benefits that you can attain if you use chatbots.
#1 Constant Availability
Your CSRs are, at the end of the day, human beings that are going to need breaks every now and again. While it is true that you can organize shifts in such a way that someone or the other is working at all times, making people work late at night is rather unnecessary and it can seriously impact their quality of life overall. You can take care of this and give people much better shifts if you just start allowing them to use chatbots to decrease their workload as much as possible. Chatbots don’t need sleep so they are going to be constantly available.
#2 Handles Larger Customer Volume
If you truly want to excel as a business you are going to have to think about things like maximizing customer volume and handling the complaints that these customers are inevitably going to end up having. Chat bots are so efficient at doing their job that they are going to be able to increase the overall number of customers that you are going to be able to serve during a period of time. This larger customer volume will soon translate into profits, thus making the initial investment you had to put in in order to get the chat bots in the first place more than worth it.
#3 Offers Unique Insight Into Customer Preferences
Your customers are going to have choices and preferences when it comes to the type of service they opt for, and if you are using just CSRs it can be difficult to log and store this information. With chatbots, on the other hand, you are going to have the entire chat history to look through, and you will be able to easily search through this history to figure out what customers want. This data is vital and can help you become a much better company in the long run.
You would be surprised at just how affordable getting chatbots can be. A lot of people seem to think that it would require an enormous investment, but the fact of the matter is that even though these chatbots are going to be doing an enormous amount of work at the end of the day they are still just applications and software. Licensing this software and getting it installed is really the only expense that you are going to have to worry about. Maintenance is one other aspect of the cost but this is negligible when you consider how much money you will be saving overall.
Chatbots can handle all manner of customer complaints, and they are versatile enough to adapt to pretty much any kind of situation that might arise over the course of the work day. The great thing is that if a situation ever arises where the chatbot in question does not know what to do, it would be very easy for your customers to simply transfer to a human CSR who would be able to give them the sort of help they truly need. This is one of the biggest reasons why chat bots can improve your customer service overall.
#6 Saves Time
Chatbots are able to process customer complaints and queries in very short periods of time indeed. They are much faster than human CSRs because of the fact that they tend to multitask a lot better, handling an enormous number of complaints simultaneously to the point where customers are going to end up getting served in no time at all, thus leading to higher overall opinions of your company’s services.