Every business – big or small – should focus on providing excellent customer service. The way it works is simple. If you offer great customer service, your customers will be more inclined to leave a favorable review. If your customer service leaves much to be desired, expect a ferocious backlash.
Competition is fierce. Even the smallest differentiating factor can help you stand out in the market. One modern way business owners are attempting to differentiate themselves is by capitalizing on chatbot technology.
Chatbots are automated A.I. systems that respond to customer requests via scripts. For example, customers who call their local utility company may interact with a chatbot designed to help them pay their bills.
While there are numerous advantages to deploying a chatbot, you have to consider whether or not it’s the right move for your business.
What are the advantages of deploying a chatbot in your business?
If you’re a small business owner, it’s unlikely you offer around the clock customer service (24/7, 7 days a week). It’s simply not feasible from a financial perspective. By deploying a chatbot, however, time would no longer be a factor.
Chatbots don’t eat or sleep. They tirelessly field calls and questions from every corner of the world at any time of the day. Whether your business is open or closed, chatbots offer continuous customer support to hundreds if not thousands of customers simultaneously.
Chatbots can respond faster than humans and can be tailored to meet many of your customer’s pain points. In instances where the A.I. isn’t capable of handling a customer’s requests, the system can route the call to a human agent for more nuanced customer service.
Where does reputation fall into all of this? Imagine offering a continuous service to your customers around the clock while reducing wait times and meeting their needs almost instantaneously.
Chatbots make the lives of your customers easier allowing you to build trust and loyalty and boosting your reputation along the way. That’s the primary advantage of deploying a chatbot. That being said, chatbots aren’t suited for everyone.
Should you get a chatbot for your business?
Are chatbots the right move for your business? Perhaps. The system needs to be advanced enough to handle customer inquiries, but cheap enough to fall into your budget.
Smaller businesses would likely benefit from chatbots such as Chyme Bot, a customer service assistant that comes in at a comfortable price point. While practical, systems like Chyme Bot can only do so much.
Some businesses require a more robust A.I. that doesn’t just handle customer interactions but is capable of responding to customer intent as well. These chatbots, known as virtual agents, thrive primarily in service-heavy industries such as travel and finance.
Virtual agents are best utilized in organizations that field thousands of customer chats and calls per day, and who employ hundreds of customer service agents. Unless you’re spending millions on customer service already, deploying a virtual service agent may not make a big enough impact to make it worth the investment.
Furthermore, you have to consider the sheer amount of data that’s generated from a call center that fields thousands of calls per day. An A.I. would need to access hundreds of thousands of scripts to react appropriately to the intent of the customer.
To determine whether or not a chatbot is right for your organization, you have to consider your industry, the range of deployment, and whether or not it will provide a favorable ROI. If the numbers don’t look favorable investing in chatbot technology may not be the best move for your business.
How you treat your customers plays a significant role in maintaining a good reputation, and chatbots may be precisely what you need to take your customer service to the next level. There are plenty of off-the-shelf A.I. solutions that are cheap to deploy and provide essential services that can revolutionize the way your business interacts with customers.
Sometimes even simple gestures, such as adding a quick and simple chatbot to answer your most basic customer service questions, is enough to make your customers appreciative. However, you may also find that your business isn’t suited for a chatbot deployment.
Before making a purchasing decision, crunch the numbers, and consider the needs of your business. If you decide your business would indeed benefit from a chatbot, there are many options in the marketplace that fit all manner of needs and budgets.