Wondering why your business needs chatbots? This post will show you why you should invest in them.
Technology is changing the way we do business. Digitization and interconnectivity are becoming more pronounced in the business world. Several tools are at your disposal to make running your business easier. One such tool is “chatbots.”
A chatbot is a conversational robot designed to provide instant answers to the user’s questions. An example is the popup window that you see at the bottom-right of a webpage asking if you have a question. The interesting thing about chatbots is that they are highly versatile. As such, you can use them regardless of the kind of business you run.
Why does your Business Need Chatbots?
Someone referred to a chatbot as your business’s “Swiss Army Knife.” In other words, it is a versatile tool that can handle a wide array of tasks. That being said, here are five reasons why your business needs chatbots:
24/7 service
This is arguably the biggest advantage of using chatbots, they are available 24/7. Sometimes, users may ask difficult questions that your chatbot cannot answer. In such cases, the bot escalates the query to your support team.
Customers often expect quick responses from businesses. The response expectation timeframe has dropped drastically to between 15 minutes and 60 minutes. Studies show that rapid response to customer queries is the most important aspect of a good customer experience. Chatbots can help your business remain on top of your response game.
No mood swings or off days
Ever called in to speak to a customer agent and had a bad experience? It’s probably because the individual was having an off day or a mood swing. You may even have customer service representatives that call in sick a couple of times a year. When these individuals have off days, mood swings, or are indisposed, they cannot deliver quality service.
Chatbots don’t suffer any of these. They are available all day, all night, and every day of the year. Your support team scarcely has to deal directly with customers because of the chatbots. These bots don’t get angry so there’s no possibility of them being rude to a customer. Just so you know, about 56% of customers report having stopped patronizing certain businesses because of poor support response.
Multilingual
Companies often employ customer service representatives that can speak more than one language fluently. The challenge today is that you need more than a bilingual support employee since the whole world is your market. Finding multilingual individuals to fill your customer service role might be difficult and costly. This is where chatbots come in.
You can program a chatbot to speak and translate as many languages as you want. Chatbots can respond to queries in several languages. They can detect or ask the customer’s language and make rapid adjustments. With this ability, chatbots make your business a global brand.
Data collection and analysis
One of the biggest benefits of chatbots to your business is their ability to collect and analyze data. After implementing a chatbot, you can always generate a report that shows how many customers use it, their location, and the most frequent requests.
You can analyze this data and use the results to modify your chatbot for improved service delivery. The data you get provide insight into how the bot is doing. An efficient chatbot should present high engagement rates.
Multiple customers and requests simultaneously
While a human being has a complex brain, there’s so much we can do at once. At most, a human customer service representative can handle three or four simple queries simultaneously. This means that you will limit your service delivery if you focus all your efforts on human customer service reps.
A chatbot is completely different. It can handle tons of requests simultaneously without mistakes. It can achieve this because it has automated answers to several queries. Because of this ability, chatbots free up time for your employees to focus on more important tasks.
Conclusion
Technology has presented us with chatbots but have you made the most use of them? This post has shown you five reasons why you need to invest in chatbots for your business. Do you have any questions? Feel free to drop them in the comments section below.
Meanwhile, kindly check out other exciting posts on SME360 to improve your business.