Faraz Butt
Chatbots are quickly gaining popularity in this fast-paced world. And brands need to adopt the new strategy in order to get ahead of their competition. Chatbots are one of the medium that can be used to resolve routine service issues.
Apart from chatbots, other forms of communication channels include email, phone, SMS, social media platform, etc. Many businesses have adopted the form of communication that they believe aligns with their business model and customers’ demands, like Xfinity customer service, which has an Xfinity customer service phone number, Twitter page, Reddit account, etc. for customers to reach out through.
Benefits of Chatbots
When chatbots take over the customer’s query, the human support agents get free time to focus on other complex queries. Chatbots can deal with basic FAQs that include billing information, products information, order status, etc. Questions like these are repetitive and time-consuming which is why it is best left to chatbots to deal with.
Customers would also receive faster responses. Humans cannot really beat a customer’s lightning-fast processing speed to sort through thousands of keywords every few seconds. That is why chatbots are excellent for knowledge base platforms, FAQs, community forums, etc. where brand information are distributed based on the customers’ comments.
Finally, businesses can save money by keeping chatbots. Chatbots don’t get paid, which is why companies can use chatbots to expand their reach without having to hire more customer support reps.
All of the features above make chatbots a very attractive and cost-effective option.
Chatbots Examples
Following are examples of chatbots being used by other brands effectively.
nate. This shopping app is the first iOS app that uses AI technology to navigate the web and purchase items the same way a customer would. It has SMS chatbots to which users can text a question and receive a reply from the service rep. nate exists only via the app for mobile devices, hence it provides support via the same channel, remaining consistent with its mission.
UrbanStems is an e-commerce marketplace for all kinds of flowers and plants. On its website, you will find a chatbots feature that answers FAQs so that users can have the solution to their needs. There is also a live chat option that users can click on to be transferred to a live agent for more pressing matters.
Optimum. This is the fourth-largest cable provider in the US, offering internet, home phone, TV, and mobile services. Optimum has SMS chatbots for customers’ queries and support questions, along with quick access to 24/7 support. Since the internet, TV, and phone are crucial in daily lives, it is essential to receive quick help whenever any issue arises.
Square 2 is a marketing practice that builds predictable revenue generation machines using strategy, tactics, analytics, and technology. Square 2 uses chatbots on its website to answer customers’ queries. It is available 24/7 as well. While support teams are offline, the chatbots respond. However, if the query gets too complex, the chatbot directs the customer to the next best course of action which is either sending an email to a support rep or launching a ticket to be assigned to the next online agent.
Apple also has a customer service chatbot on its website where users’ queries can be answered and dealt with. They can also type in all the relevant contextual information required to the chatbots, which will process the message for keywords, and provide them with content that is the most relevant to the said keywords. A human agent is called for if the user isn’t satisfied with automated support.
Impulse Creative is another marketing agency that is dedicated to helping a brand achieve its goals in marketing, sales, and branding. Any brand that is looking for such a solution can navigate through the Impulse Creative website to find all the resources they need. There are also chatbots to whom customers can ask queries related to their services and resources.
Conclusion
In summary, the key to meeting your customers’ demand is having the existing infrastructure to make that possible. The facility of chatbots comes in many forms, as shown in the above article, and brands have to choose the form that is best suited for their industry and customers’ demands.
