Chat is the most native interface for the smartphone in the 21st century. Most people today are already habituated to using chat on a daily basis in order to communicate with their friends, families and co-workers. So the prospect of being able to interact with businesses in the same manner in order to get their queries swiftly resolved will certainly appeal to customers – especially in comparison to the frustrating and inefficient alternative that is conventional customer support.
Why Enterprises Need Customer Service Chatbots
Let us first delve a little deeper into some of the problems with the existing model of customer support.
- Getting help simply takes too long, as we’ve already discussed. This is frustrating for any customer, but especially for those who need access to instant support.
- Support agents tend to spend most of their limited time answering routine, repetitive queries and FAQs. This leaves them unable to dedicate time and attention to customers facing complex issues, which contributes to a very poor experience for the latter.
- Contact center operations dependent on human agents are inefficient. A human agent only works during a limited number of ‘office hours’ and can only handle a certain number of queries a day. This model is difficult to scale up without a significant investment in additional human resources.
- Recruiting, training, and retaining support agents is a time-consuming and expensive process. The high turnover among contact center staff requires a business to incur these high costs on a regular basis.
To sum up, the conventional customer support model is heavily dependent on human agents who are ‘on-call’ for a limited period of time, often fails to effectively address customer issues, is not easily scalable, and is a constant source of high operational costs.
There cannot be a more compelling argument in favor of overhauling your customer support with AI-powered Customer Service Chatbots.
How Chatbots Enhance Customer Service
80% or more of inbound customer queries are typically routine queries or FAQs. An AI-powered customer service chatbot can seamlessly resolve their queries end-to-end, without any human intervention required.
Effectively, this means that 80% of customer support would be completely automated. This makes it significantly easier to scale up support capacity to handle any surge in inbound queries, without needing to incur the high costs of recruiting, training and retaining more support staff. A single customer service chatbot can handle the same number of queries in a month that would require 600 human support agents!
Moreover, a customer service chatbot is not constrained by ‘office hours’ and is available 24/7 to instantly resolve customer queries. This solves the problem of customers facing long wait times, while also enabling a business to be available to customers round-the-clock.
Customer service chatbots improve the productivity and efficiency of human support teams as well. By taking routine queries and FAQs out of their hands, these chatbots enable human agents to dedicate their time and attention to effectively solving complex customer issues.
Under the conventional model, the effectiveness of the help that a customer receives is heavily dependent on the knowledge and competence of the human agent. This is not the case with customer service chatbots, which offer a consistent experience to customers. They are the perfect customer care representatives, who don’t make mistakes, perfectly understand what you want, and have all the answers and solutions at their fingertips. In a sense, they offer the best of both worlds – combining the precision of a machine with the ability to engage customers in human-like conversation.
How much can you save in support costs with a Customer Service Chatbot? Find out with our ROI Calculator
Use Cases for Customer Service Chatbots
Customer service chatbots can be leveraged by brands across a range of industries. You can learn more about use cases for these chatbots, and how they have helped brands, from the resources below.