Chat-bots to Improve Customer Experience

access_time August 16, 2019
by   TechmavenitAdmin
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Providing your customers with a pleasant customer experience has become critical for businesses today. A good customer experience is the key point of differentiation helping companies attract new customers in today’s competitive business environment. A good consumer experience involves careful planning and prompt responses to consumer interactions in order to satisfy consumer aspirations. This will lead to greater customer contentment, devotion and continued support. According to Deloitte, over 60% of businesses consider consumer experience as a competitive distinguishing factor. It further stated that by the year 2020, consumer experience is expected to surpass cost and product as the main differentiator among different brands. Besides, their findings further revealed that 80% of consumers would be willing to pay more to ensure a better customer experience and that 78% of customers have ditched a transaction or did not complete a purchase due to poor consumer service experiment. The findings also reveal that 91% discontented consumers never reappear for a repeat purchase making companies suffer great economic loss. Let us now look at the major benefits that companies would gain if chat- bots are inducted in to their human resources department to provide better customer experience Chat- bots cheaper and more cost- effective Use of chat-bots in their business operations will help companies reduce substantially their operating costs. Companies can reduce their consumer service expenses by up to 30% by using chat-bots and will be much cheaper than hiring a customer care representative. A customer care representative needs to be trained initially and further training needs to be provided on a constant basis. Even after providing all the needed training and incurring additional expenses, there will still be many who will quit their jobs. It is here that use of chat- bots will result in huge cost saving Quicker responses to consumer queries It is estimated that around 41% of businesses do not respond to emails on time. However, customers expect companies to reply to their emails and inquiries on time. Failure to respond to consumer queries could lead consumers to post negative reviews about the company in social media sites and leave the company for good. Chatbots on the other hand, offer immediate reply to clients’ query. Clients will be happy and satisfied that they are receiving immediate attention from company. Chatbots offer 24×7 services Chatbots work tirelessly and offer their services 24×7. Customer sales executives have specific work schedules and their services are not available 24×7. Besides, most companies are unable to employ customer sales executives in shifts as it involves huge financial commitments, which only large corporations can afford. The result is that most small and medium type companies do not have customer sales executives for night shifts. Replacing human resources with chatbots will solve this problem as chat-bots will work 24×7 without any break or holiday. Providing immediate answers to consumer queries can significantly influence consumer sentiment, which is crucial for the organization’s status and perception among customers. Building strong relations All companies want their representatives to spend more time interacting with their customers as a way of building trust and confidence in a company. Whether it is sending an email or a text message on the birthday of a consumer or getting a consumer feedback about a newly launched product, interaction with consumers is always important. Customer care representatives are burdened with several tasks preventing them from keeping continuously engaged with customers. Chatbots on the other hand, are capable of keeping up the interaction on a continuous level, leading to the buildup of better and more solid relationships with customers.

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