Chatbots are commonly used in customer service to handle simple tasks, like resetting a password or checking the status of an order. But chatbots are evolving. They’re becoming more and more sophisticated, and they’re starting to handle more complex tasks.
In the future, chatbots will handle more and more customer service tasks that are currently handled by human beings. This will have a major impact on the customer service industry.
Chatbots Are Available 24/7
When you’re running a business, you want to make sure that your customer service is available when your customers need it. If you’re only open from 9 am to 5 pm during the week and from 10 am to 2 pm on the weekend, you’re not going to be able to meet customer needs. Many customer service situations need to be handled immediately.
A customer calls and needs to get a refund because they were double-charged, a customer can’t log in to their account because they forgot their password, etc. If you don’t have customer service available 24 hours a day, 7 days a week, you’re going to miss out on a lot of business.
But if you have a Customer Service Chatbot available 24 hours a day, 7 days a week, you’ll be able to handle all of those customer service situations.
Chatbots Never Get Tired
Some customer service tasks are constant, and there’s no end to when they need to be handled. There are always new customers coming into your business, and there are also customers that want to confirm their orders, check on their account status, or simply want to know more about your company. Some of these tasks can go on for hours or even days.
Chatbots Can Be Customized To Fit Your Brand
When you’re hiring customer service representatives, you have to be very careful to make sure that you hire people who will fit in with your brand. Not only do you have to make sure that they’re skilled at handling customer service situations, but you also have to make sure that they’re a good fit for your company culture.
The fact that you don’t want to hire anyone who’s too old or too young, who doesn’t have the right education, etc. really limits your pool of potential employees. But when you have a chatbot, you can make it fit your brand perfectly. You can program your chatbot to interact with your customers in a way that reflects your company culture.
Chatbots Can Collect Data About Your Customers
When you have a chatbot handling customer service, you can program it to collect data about your customers. You can find out who’s using your customer service, what they’re interested in, where they’re calling from, etc.
Chatbots Can Scale To Meet Customer Demand
When you hire customer service representatives, you might be able to scale to meet customer demand during certain times of the year. For example, if you’re seeing a lot of orders during the holiday shopping season and you don’t have enough customer service representatives on hand to handle everything, you might hire seasonal workers to help you. But even then, you’re not able to scale to meet customer demand 24/7.