In recent years, there has been a rapid increase in on-demand messaging, which has changed the way consumers communicate with brands. Chatbots are being integrated into more and more businesses’ processes in order to provide better customer service.
Chatbots have been an industry game changer where high-volume customer interaction is the heart of the business, such as insurance, healthcare & banking. When compared to the executives answering the calls, a chatbot can help us save 5 minutes per customer inquiry, with a massive success rate per interaction.
In this article, we will look at the key benefits of chatbots for both businesses and customers, as well as the factors to consider when developing powerful chatbots.
Advantages of a Chatbot for businesses
There are various advantages to using chatbots & it mostly depends on how stakeholders & businesses can leverage them to boost the client’s experience.
Here are some of the key advantages of using a chatbot to enhance business efficiency:
- Cost Savings – In today’s fiercely competitive business landscape, the need for a strong customer service department is constantly increasing. Implementing powerful chatbots enables businesses to handle a large number of customer queries in a short period of time.
Even though chatbot implementation requires some amount of investment which is significantly lesser than traditional customer service which comprises of infrastructure, training, salaries & various other resources.
According to research, businesses spend almost $1.3 trillion per year to service nearly 265 billion consumer requests & bots can help businesses save up to 30%! Chatbots assist businesses in reducing costs while maintaining high levels of customer service. Chatbots can –
- Automate the daily business processes & permit the client support team to focus on other complex inquiries.
- Scale their chat support systemically during peak hours to provide quality support and increase customer satisfaction.
- Allow for the implementation of multiple new customer service models in order to boost brand face value and credibility.
- Offer Contextual, AI-Driven Support to Website Visitors – Contrary to the popular belief that a chatbot’s key advantage is just answering inquiries & offering client support, bots can cater value-driven, contextual assistance that can assist businesses significantly.
An AI chatbot uses data to provide users with a personalized experience. These chatbots go far beyond simply answering pre-programmed questions that every customer will encounter in the same way.
- Improved Customer Data Analysis – With chatbot analytics, companies can analyze how well the chatbot performs in terms of successful business goals & sales, as well as detailed insights on how people engage with the business and what they are asking for.
Other than this, chatbots are adaptable and enable businesses to serve their customers on almost any platform. Adopting a chatbot for various platforms and integrating it into your existing IT infrastructure is simple & easy to use.
- Improves Customer Engagement & Sales – Customer engagement is essential for increasing sales and keeping customers engaged, and chatbots are an excellent tool for this. According to research, businesses that successfully engage with their customers can increase customer spending by nearly 20% to 40%!
The flexible structure of these chatbots makes them extremely easy to integrate with other systems, increasing customer engagement. Getting reservations online is a great example of this. This type of hassle-free & quick experience leaves the customer satisfied & happy. Furthermore, since chatbots are programmed, they sound more natural & human-like, improving the client’s experience.
- Improved Lead Generation, Qualification, and Nurturing – A chatbot is equipped to ask pertinent questions, persuade customers, and generate leads quickly. It ensures that the conversation flow is going in the right direction in order to increase conversion rates. Aside from generating leads, chatbots can also help you qualify leads using identified KPIs such as timeline, resources, budget, relevancy & more, saving your time in handling time-consuming leads.
- Save Time – One of the key advantages of chatbots is that they empower businesses & save time by resolving basic queries. Hence, only complex queries demanding human input are routed to executives on the support team. Chatbots accomplish this by quickly resolving customer questions and automating information-based queries, allowing support staff to spend more time on critical issues that require human assistance, thereby significantly reducing operational costs, time, and manpower.
- Extensive Range of Potential Applications – One of the distinct advantages of chatbots for businesses is that they provide a diverse range of applications that are not limited to the single-use case of answering customer questions.
Some examples of common chatbot applications include:
Marketing: Chatbots can be used for various marketing tasks, such as lead generation, data gathering, rising custom interaction & product consulting.
Sales: Assists in the qualification of leads and support throughout the sales funnel.
Customer Service: Assists in answering frequently asked questions & delivering support in case of any problem.
IT Service Helpdesk: Provides assistance with internal or external service desk applications. You can contact Big Oh Tech to know more about chatbots.
- Suitable for various Industries
Chatbots are now beneficial to every sort of business and industry, regardless of industry. There are a few sectors in particular that are more likely to be transformed by AI-powered chatbots. Some examples are:
Healthcare – Chatbots have numerous advantages in the healthcare sector, like booking an appointment, refilling prescriptions & sending medical information. Moreover, these bots can also provide medical assistance to patients by examining their health on a daily basis & suggesting them to take medications.
Banking and the Financial Sector – A chatbot is an effective way to revolutionize banks or financial firms’ heavily transactional activities. One of the advantages of chatbots in banking is that they can answer customer questions about online banking and provide information about card loss, account opening & branches located in several other locations.
Education – Chatbots in education have several advantages, including online teaching and a personalized learning environment for students. Moreover, chatbots can analyze a student’s response and how well they learn new content or assist in educating students by sending them lecture material in the form of chat messages.
HR – Chatbots in HR and recruiting can assist in a variety of ways by automating each stage of the recruiting process. Chatbots can be used for a variety of tasks, including searching for candidates, assessing their skills, and notifying them if they are competent for a specific job posting.
Retail – Retail & e-commerce are 2 other important industries for chatbot applications. Retail bots, for instance, can be used by businesses to answer client’s queries while they shop online delivering them more customized product recommendations, streamlining the sales process & assisting clients who are in search of a product or one who wishes to place an order or make payment or to track the delivery.
Tourism and travel – Chatbots are becoming increasingly popular in the travel and tourism industry since they can answer questions about bookings. Well, they are also helpful in providing visitors with directions or current weather conditions in that particular area.
What are the advantages of chatbots for your client?
Chatbots are not just beneficial for business, rather they are also useful for the clients. Given below are a few important chatbot advantages for the client:
- 24/7 Availability – Chatbots are available 24 hours a day, seven days a week to answer customers’ questions. Chatbots enable the seller and the customer to maintain a continuous stream of communication without the customer having to wait for the next available operator for minutes.
- Quick Response – Unlike an operator, who can only concentrate on one customer at a time for query resolution, a chatbot can manage and answer thousands of customer queries simultaneously and instantly.
- Multilingual – One useful feature of chatbots is that they can be programmed to respond to customer queries in the language of the customer. Multilingual bots allow your company to enter new markets while also personalising the experience for your audience.
- Omni-channel – Most businesses today use an omnichannel model, selling across multiple platforms such as their website, Facebook, and others. AI chatbots provide a simple and easy way for customers to communicate with their businesses via platforms such as Facebook Messenger and other social media channels.
- Consistency in Answers – For an ideal chatbot, consistency in answers is very important. It enables the bot to maintain a consistent flow, input, and output formats throughout the customer conversation.
- Customization – Chatbots provide customers with an interactive one-on-one experience. They converse with customers in a casual and natural manner, lending a personal touch to your brand.
- Seamless Transactions – Chatbots provide an effortless and streamlined user experience since changing or querying records is very instant in bots thus, increasing customer satisfaction.
Last but not least, chatbots are slowly changing the face of customer communication. They are bringing a new perspective to various aspects of the industry, including customer service, sales, marketing, and engagement.
So, in order to get the most out of bots in terms of lead generation, onboarding, client insights and customer support scalability, your company needs a plan of execution that we can certainly provide you with.
However, it is equally important to first identify the areas of concern before beginning to deploy chatbots to achieve the desired business benefits. With so many advantages for businesses, it would be a mistake to deviate from the trend and not integrate a chatbot sooner.