Chatbots for Customer Service - A must have.

Nidhi Inamdar|March 25, 2022|7 Minute read|
/ / Chatbots for Customer Service - A must have.



Enterprise chatbots are redefining the way businesses connect with customers and resolve their concerns all around the world. AI-powered chatbots with potential to give tailored engagement experiences, in particular, are offering novel solutions to affect the customer experience and develop a valued brand reputation in the era of experience-as-an-economy. "The global Chatbot market size is anticipated to expand from $17.7 billion in 2020 to $102.29 billion by 2026, according to Market study by Mordor Intelligence. This pattern clearly demonstrates the growing popularity of chatbots.

Things to think about when selecting a customer service chatbot

  • Consumers' profiles.
    Before you choose a customer care chatbot, you should have a good concept of the types of consumers the chatbot will be dealing with. What are the advantages of using a chatbot ?With the help of Artificial Intelligence (AI), chatbots can handle whole customer discussions as well as direct clients to the appropriate departments. Choose a chatbot that suits your needs.

  • The platform that is used.
    Before you choose a platform, decide where you want to install the chatbot. Your chatbot can be embedded in social media accounts, company websites, smartphone applications, and more.

  • Determine your objective.
    Chatbots come in a variety of shapes and sizes, and they can be used for a variety of purposes. You should decide whether you want to use a chatbot to boost productivity, lessen the burden of human operators, or improve customer pleasure.

Chatbots Enhance Consumer Service Quality and Experience in a Number of Ways.

  • Cut down on the amount of time and money it takes to resolve a problem.
    Customers become irritated while waiting for customer care personnel to attend to their issues via Interactive Voice Response (IVR). With a rise in the number of requests, the time it takes to engage with a customer service person increases. Ability to attract and retain human entities to solve problems is an expensive and impractical solution.

    A single customer support chatbot can be available round the clock a day, seven days a week at a fraction of the expense of full-time labor. Chatbots relieve work pressure and eliminate redundant tasks for customer service representatives, allowing them to provide better service with faster response times.

  • Intelligently report and monitor issues.
    Customers frequently have no idea what phase their problem is in or how long it will take to solve. Customers must travel through a collection of options to report concerns effectively, even if businesses have a customer support portal for reporting difficulties. They have to log into the portal to track the problem, which is complex and time-consuming. Clients don't have to concern about the classification or routing procedure with chatbots; instead, chatbots handle everything and provide real-time information.
    Chatbots interact with customers, reporting, tracking, and resolving concerns. If a change in project context is detected, chatbots send push alerts to customers to keep track of it. Chatbots simplify normal customer communication operations and provide answers to common questions. This frees up customer support representatives to focus on more pressing situations that require human intervention.

  • Make Customer Service As Simple As Possible.
    To respond to a client's question, some consumer concerns may necessitate human employees connecting across departments. Because legacy CSM systems really aren't connected with other corporate systems, information flow between departments is hampered. The manual method adds to the complexity of customer support workflows, lowering agent productivity and lengthening the time it takes to handle an issue.

    A great solution is to deploy an AI-powered chatbot that is linked with enterprise applications and CSM. Customer service representatives just request the chatbot again for information they require, and the chatbot retrieves it promptly, replete with assessment and suggested solutions for the client. A chatbot may search a database for the right knowledge base article and offer solutions. In this approach, the chatbot improves the efficiency of the CSM procedure.

  • Customer Trends Can Be Analyzed.
    Chatbots for customer support are particularly beneficial for recording and understanding from discussions. NLP/NLU capabilities analyze the complete communication record and provide insights on customer behavior. This data aids in determining requirements and identifying areas for improvement. Chatbots can use push notifications to inform or remind users of service updates and fixes in advance.

  • Improve the customer experience.
    Customer engagements and behavior are analyzed by AI-powered chatbots with perceptual learning capabilities. This data can be used by developers to generate a behavioral map and provide customized conversational experiences. Chatbots with Natural Language Processing abilities can comprehend client demands and employ superior dialogue administration to emotionally connect with people in a more human manner.

Customer service chatbot use cases

Customer support chatbots can boost customer satisfaction while lowering the expenses of providing varied services to different customers. The following are some of the most common use cases for customer care chatbots:

  • Make appointments.
    Chatbots are advantageous to all types of businesses, including healthcare organizations and home maintenance companies. Chatbots can be used to plan and arrange customer appointments. Because chatbots are linked to an organization's schedule, they can also deliver useful information to clients about personnel presence and available time slots. Customers can schedule appointments without needing to call the front desk.

  • Execute the order.
    In recent years, ordering via digital networks such as Instagram and Facebook has become increasingly popular. Customers can place purchases and make payments using a customer care chatbot without having to speak to the page owner. Chatbots can be used to facilitate purchases on social media sites that don't have the option to post commercial links.

  • Onboarding of new users.
    Onboarding new users is an activity that requires a lot of technology, human resources, procedures, documentation, and other things. Chatbots, on the other hand, can simplify the process by guiding consumers through the process of opening and setting up profiles, first-time sign-in, important advice, and pertinent information about a product or service.

  • Keep track of your orders.
    Customers can track their orders using chatbots, which provide precise information about the shipment of their orders, the package's current location, halts, delays, and projected arrival time, as well as gather comments to enhance customer experience in the future.

Chatbots are the most popular automated customer support technology for increasing engagements while minimizing contact agent workload. They can provide quick responses to your clients 24 hours a day, seven days a week. Furthermore, they'll assist you with automating the same excellent customer service that you'd provide in person.

But at last it will depend on your company’s requirements whether you want to opt for chatbots or live customer service agents, as there is no other connection as a human one.

Lucent Innovation strives to stay on top of the most cutting-edge technological advances, blending them into our workplace culture and delivering superior commercial results.

We're a full-service digital agency with extensive e-commerce expertise. We develop one-of-a-kind applications for our customers, resulting in greater productivity, growth, and profitability. E-commerce platforms that are willing to sell, grow, and develop are also something we do.

For your next project, get in touch with us!

Nidhi Inamdar

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