Are Chatbots the New Customer Service?

October 12, 2017
October 12, 2017 Digitalabs

The essence of interaction by brands with customers has developed a medium to transform messaging platform, mostly known for peer to peer bond, into customer support. The rapidly changing customer support has evolved innovative tactics to solve the frustrating issue. Social media giant, Facebook has launched Chatbots to avail 24*7 customer support fueled with artificial intelligence where no human will be needed to answer the issues of customers, but automated customer experience loaded in computers will reply to the queries. Facebook, observing the need of B2C support, organized a survey and the result transpired that 53% of the people would like to shop in a brand with customer service. And it’s no surprise how it utilized 2 billion users to attract the brands to communicate via its channel launched on messenger. The bots dominating over conventional practices like outsourcing and investment on call centers surfaced up with cost-efficiency. Chatbots effectively engage customers with the brand, without consuming time, it empowers the customer. Chatbots convert the mobile messaging platforms in customer support and thus saves a huge capital investment. Training the chatbots to handle the frequent customer support brings satisfaction on the customer side. The added advantage is asynchronous communication made to keep a record of the previous conversation.

Let’s explore the features it offers to ease the B2C support:

24/7 Open: The main feature chatbot is equipped with is its never-sleeping capacity. Putting the notion of convenience to customers chatbots are fed with historical conversations, and based on the data it answers the queries without any delay. The slight doubt whether a human or a bot is on the receiving side never appears with the fluency and training provided to the bots. Standing in the front row, it competes with the live chat support. The AI is made to grasp the emotions what humans reflect. Based on the mood of the customer it can recognize whether the customer is angry, happy, or frustrated, and the judgemental capacity makes it fit in all the conditions to assist the customer with satisfaction.

Enhancing the customer experience: Based on the support interactions chatbots cater customer data. The live support agents take the benefits of these data to provide more useful information to the customer. As a virtual assistant, it feeds the live agent with collected data and helps the agent to boost their interactions with the customer. The plus point it manages to eliminate is the long on-hold music that bothers the customer before any agent takes the call. With chatbots, the friction has grounded, and customer service has elevated becoming five times faster and better.

Help Build a relationship: The leading companies always desire to make a healthy relationship with the customers via more outbound calls, but the agents fail to provide this much service because of time foundation and mood swings as they receive from the customer side. But the technology has revolutionized the demand of companies to stay in touch with prospective customers. Every little praising and wishes help to establish a connection between the two mutually dependent units. Whether it’s a birthday wish or customer feedback to confirm, if they’re happy with the services, or not, bolster the company to maintain, the consistent interaction and engagement of consumers to manufactures.

With a blend of services to surge the connection with the customers, Chatbots are adopted as a communication medium by thousands of brands. The future of customer support invites your brand to make use of it. There are plenty of online marketing agencies in India that can assist you to install chatbots on messenger, and it cost mere bucks. So, why not to grab the opportunity to take advantage of the new means, rather relying on the conventional ones that take significant sharing of the total productivity of the business.

Author Bio: Agam Chaudhary is a marketing consultant, with an extensive experience of over 10 years in the marketing domain. He specializes in digital marketing, marketing trends and strategies and provides valuable insights for the Digitalabs team, an interactive digital agency of repute. Contact him at agam@digitalabs.in.

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