Do you have a customer service department that handles customer queries, lodges customer complains and problems and answers questions about your products and services 24/7?

Do you offer live chat/calls?

How much do you spend each month on your customer service department?

Is it worth the return?

How much of your customer service is automated?

Are you taking advantage of the advancement in technology?

Think about these questions…

It is high time for you to take a leap towards automating part of your customer service and utilize the advancement in technology into your business.

Here are some ways you can take advantage of chatbots starting today:

1. Answering frequently asked questions (FAQs)

If you have some questions that get asked again and again by your customer, that means you have an opportunity to save some of your customer service resources. You can start by compiling these questions with their corresponding answers into a list of FAQs. If you already have a list of FAQs on your website, that’s even better. Now, you can build your first chatbot and make it able to answer the FAQs that you have collected. See how quickly you free-up your customer service resources by just incorporating this chatbot that can answer FAQs for your business.

2. Handling most common scenarios

Another way your business can benefit from using chatbot by adding the ability to lodging report or in cases where a number of pre-defined questions need to be asked in order to solve/lodge the problem.

For e.g., when a customer reports a problem, you want to collect as much information as possible related to the problem, before you can handover to the problem to the right person. A chatbot can help you do so with ease. This way, you can free up some of your resources or reallocate your customer service resource to solving the problem, while the chatbot can do the information collection task for you.

3. Quick response to customer queries

With people moving towards instant messages for communication in their daily lives, they expect a quick response when communicating with customer service representatives as well. For e.g., You own an e-commerce website, a customer orders an item from your website and the item was expected to be delivered within 2 days. After the item not having been delivered for 3 days, the customer goes to your e-commerce website and starts querying about his order using the 24/7 live chat facility that you provide. All three of your customer service agents are busy handling other customers at the moment, and so this customer is asked to wait until an agent is available. The customer, after waiting for half an hour was able to talk to the agent and lodge his query.

In this case, if you had a chatbot integrated into your website, it would have handled all the incoming customer queries at the same time, that means no wait time for your customer to lodge their queries.

Think about how your business can benefit from using a chatbot.

Leave a comment below on how you are using a chatbot for your business or how you plan to use it.

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