18 benefits of chatbots

18 benefits of chatbots

Chatbot innovation continues to develop and with the advent of artificial intelligence (AI) technology, which can respond to customer needs, many businesses have used chatbots to answer customer questions.

Types of chatbots

Chatbots are often the first port of call when talking to customers. both greeting and answering basic questions There are 2 types of chatbots.

-Chatbot with customized answers They are the most common chatbots where the answers are predetermined.

-AI Chatbot uses artificial intelligence to help think of answers and understand and improve the answer each time.

Businesses continue to use customized chatbots, while AI-based chatbots are gaining market share.

Benefits of chatbots

1. Able to answer questions and solve problems for customers 24 hours a day.

Providing fast service and being able to solve problems for customers at any time will help increase the customer's impression. This makes chatbots play an important role in answering questions in this area because chatbots do not need to rest, so they can work all day long.

2. Provide a better service experience

The customized chatbot will collect various data to be used to create experiences and improve services in the future. But in contrast to when using AI chatbots, data will be analyzed through a database. such as customer service tools Automated marketing software or CRM comes in to improve the answer.

3. Support multiple languages

With the advent of online shopping As a result, some customers come to buy products or services from all over the world. Therefore, a language barrier will arise. Chatbots therefore come in to help in this part because they can be adjusted to the customer's language. And can communicate in multiple languages ​​through voice, text, or chat using AI to help translate languages.

4. Answers are consistent.

Using the admin to answer chats and questions for customers may cause problems with answers not matching up. But chatbots remove this problem.

5. Offer options and services

More than 1 in 3 customers feel frustrated when they can't complete simple tasks. by yourself, but chatbots can help solve such problems. Give advice quickly

6. Provide proactive service

Chatbots can help provide proactive support and guidance to customers. By monitoring user activity on websites, businesses

7. Provide omnichannel support

Customers turn to channels such as phone, email, and social media. and messaging apps like WhatsApp and Messenger, you need to manage your chatbot to be able to respond to chats no matter the channel.

8. Can easily improve services

Chatbots that use AI to help improve and support businesses Can track behavior and provide answers Collect customer data to analyze data and improve answers.

9. Collect customer opinions.

You can set the chatbot to receive feedback from customers at the end of the conversation.

10. Reduce repeated questions.

Chatbots will capture the same questions, reducing the workload of agents. They deal with repetitive tasks. Answer general questions and offer self-service options. To help customers find the answers they need.

11. Check the mood of the customer.

The AI ​​chatbot will be able to determine whether the mood in the message is positive or negative and select the most satisfying answer.

12. Increase customer participation

More than two-thirds of users believe AI and chatbots can provide the fastest answers. Receiving fast service is only a small part, but it is an important part of increasing participation as follows.

-Proactive messaging about order situation

-Collect feedback after they receive the answer.

-Participate in real-time chats or conversations on various channels

-Sending reminders and confirming appointments

-Customize the message to match the brand

13. Improve service with routing and sorting.

Chatbots can easily have answers that do not correspond to questions. Therefore, humans must come in to help improve the chatbot and bring in AI to help reinforce and control it so that fewer answers do not correspond to questions.

14. Increase sales and create opportunities

Chatbots can do sales on their own. Gather information and select target customers. Schedule a product demo Attract website visitors Reduce bounce rate and reduce empty baskets, etc. Natural conversations can help create more sales opportunities by using AI to help translate languages ​​to reach the target group.

15. Improve trade and offerings

Chatbots can bridge the gap in offering products and services wherever customers are, which businesses can implement on their e-commerce websites. To enhance the shopping experience

16. Improve the payment process

Proactive outbound messages from chatbots that inform customers of order updates or personalized offers can create upsell opportunities.

17. Train agents and new employees to reduce turnover rates.

Businesses can also use bots to help new agents with their work and guide them through training through chatbots. and reduce layoffs, including easier work, automatic work, easy-to-use, flexible

18. Reduce business costs

Chatbots will help reduce costs in allocating personnel to work.