In the past, chatbots were a nice gimmick without any concrete benefit, but today they are an indispensable tool in the corporate world. Of course, developing and running a chatbot is a lot of work and requires a financial investment. But there are many good reasons to choose a bot.
Here, you get a better understanding of the most important benefits of chatbots for companies and customers alike. Get the full picture and decide for yourself whether a bot is a worthwhile investment for your company!
They give your company a face
Chatbots can help you present your company to your customers by giving your company a face. For many users, the chatbot is the first touchpoint with your business, which can be much more personal than a conversation by mail or phone.
The personality of a chatbot has a huge influence on the user experience and is a decisive factor in how the user perceives the interaction. In order to develop a chatbot personality that fits your company, numerous factors, such as your brand identity, the tasks the bot is supposed to perform, or the preferences of your target group, play a decisive role.
Always-available customer support
According to research by Gartner, customer service is the most important factor in success. So, whether you are an international or a local business, having good customer service 24/7 has a positive impact on your customer satisfaction.
Chatbots can help improve customer support. Bots can be programmed to give automated answers to repetitive questions immediately and forward the request to a real person when a more complicated action is needed. This enables human customer service representatives to save time and assist with more important cases rather than time-consuming simple tasks.
Instant answers
An operator can concentrate on one customer at a time and answer one question. However, a chatbot can answer thousands of questions at the same time. Thanks to the speed of the cloud, internet, and software mechanisms, responses can be provided instantly.
Multi-language
One of the advantages of chatbots is that they can support multiple languages which are especially useful for global brands. Chatbots can either ask the user which language they prefer at the beginning of the conversation or detect the language of the user via their input phrases.
Improve lead generation
Bots are quite advanced and also very effective at engaging customers with personalized messaging throughout their journey. Your business can use chatbots for lead generation to guide customers in making quick decisions. AI bots can use a preset questionnaire to persuade visitors for lead generation and ensure higher conversion rates.
Reduce customer service costs
Implementing chatbots is an investment to optimize customer service costs.
By investing in chatbots, you can save extra costs that otherwise go into hiring more support resources.
With chatbots, a business can reduce costs on different levels:
- Salaries
- Training
- Infrastructure
Conclusion
Chatbots are gradually transforming the contours of customer communication. They are adding a new dimension to different aspects of the industry be it customer service, sales, marketing, and engagement. So, your business needs a plan to get the most out of bots in terms of lead generation, customer insights, onboarding, and customer support scalability.
