Chatbot is a program simulating a real conversation that you interact with via a chat interface. The application of bots can be really wide, varying from functional to fun, and it can be implemented in any major chat product like Facebook Messenger, Telegram, Slack, text messages, etc.
Immediate customer support
Waiting for the support is the worst nightmare for any customer. Chatbots can mitigate customer service agents, by helping with basic, repeatable customers’ queries that often appear in the FAQ section. A customer service rep can step in later to handle more complex tasks when needed.
Let’s say a customer tells a chatbot they’re looking for a brown or black boots, and they want it to be suede. The chatbot can then pull items with proper details for the customer. Once a customer decides to make a purchase, the entire sales transaction may be handled by chatbots as well. Many companies want to make sure they provide a balance between automation and human assistance, therefore, they ensure that customers have access to human agents as well.
If a customer is not ready to make a decision at this point, all is not lost yet, because this process is not a one time experience. Next time this customer interacts with chatbots, they will remember former conversation and preferences.
More and more people shop using their mobile devices. However, when it comes to making a purchase, they switch to a stationary device. Everything looks more clear and there is an easy access to the support. This causes many customer frustrations about the lack of mobile optimization. We all know the pain.
Chatbots are meeting these customers’ needs, as they eliminate the necessity to contact a company for additional support. They allow customers to begin and finalize a transaction within a chat interface or a single messaging app.
Many believe chatbots will revolutionize customer service as we know it. They can also increase sales. By creating an automated conversation that’s tailored to a new visitor, they can be a first point of contact with a customer and provide immediate and personalized support. Depending on the business you’re in, they can guide a customer even through the whole buying process.
