Chatbots seem to be slowly taking over the customer service industry. Many websites will have an automated chatbot pop up when you enter their site, either welcoming you, asking if they can be of any assistance, offering advice on products or a discount. It is no wonder that such a wide range of companies are now integrating these into their customer service. Just by being there, they support and scale a business team’s relationship with customers.
A few of their many benefits can be found below.
The majority of eCommerce sites and other business are now working on a global scale, which means they could be working with a range of time zones. Not only that, but a lot of people choose to browse online in their free time, such as evenings and weekends, when customer service teams may not be working.
Chatbots solve this problem, as they are accessible 24/7, to answer customer queries. As robots, they never get tired, and will have no problem working through the night!
If it were a human on the other end of the chat customer service, at most they could handle one or two chats at a time. Chatbots, on the other hand, can interact with literally thousands of people simultaneously with no problems.
Some customer service techniques are best suited to certain industries, but a chatbot will work for anyone. They are simple to ‘train’ to use the right conversation structure for any industry, and can be altered at any time.
No matter how rude the customer or how difficult they are being, the chatbot is not ruled by any emotions, therefore will remain polite and use ‘the customer is always right’ motto always. Customers tend to like the smooth interaction that a chatbot can provide.
The number of brands and merchants using chatbots is increasing.
The infographic below from 16best outlines a multitude of predictions and facts as to the chatbots’ upcoming development.
This story originally appeared in 16best.