The use of chatbots in customer service commerce is growing rapidly. According to some estimates, more than 65% of end-users around the world used a chatbot for customer support in the previous year, and around 83% of all customer interactions will be resolved without a human agent by 2021.
41% of end-users do not care whether a chatbot or a human helps them, as long as they are getting the help they need. Chatbots can save at least 32% in customer support costs and can help businesses save on customer service costs by improving response times and answering up to 84% of routine questions.
With a good quality chatbot that is well trained, you can save much more than 32%. Why would you not want to be in these statistics and up your game? Agencies specialized in chatbots can help your company or business in no time.
Advantages of chatbots in customer service
- Chatbots are available 24/7: never sick or on vacation
- Always learning and improving
- Chatbots can be quick or be patient, depending on the customer’s needs
- They don’t forget essential details; customers don’t have to enter in their account number every time or reprogram the same settings
- Chatbots are low maintenance and don’t require much work to keep them going
Are chatbots perfect for first level support and much more?
A minimalistic Chatbot can be used relatively easily in first-level-support to answer simple questions. Another way you can understand the term Chatbot as “intelligent Auto-Responder”. For more complex questions, a Chatbot can be used to classify and sort the questions. When the Chatbot has determined exactly what kind of problem it is, the correct employee can jump in to help if it is necessary, but in most of the cases, it is not.
BMW München is an excellent example of Chatbot usage in customer service. Currently, a Chatbot can answer about 80% of their customer inquiries.
If the business owner had a live chat function on their website, all the previously mentioned statistics would be possible. This could have saved me over 20 minutes and saved the business owner from losing a customer. Live chat can be seen as an undeniable solution. We have all seen live chat on websites before and probably used it at some time.
In fact, 53% of consumers say they would prefer to use online chat before calling a company for customer support. Among millennials, this number is much higher. The main reason being the convenience of online chat. People want instant responses.
But if a majority of people would rather use online chat to get answers, then why do so few major businesses offer live chat on their website or on Facebook Messenger or on any social media platform for that matter? Two words, labour costs. Chatbots can solve that.
People value speed
When you look at the huge success of businesses like Netflix, Uber, Airbnb, and Amazon you have to realize that people value convenience and when possible, they generally prefer to avoid other humans for service.
These companies have taken a few things people could do before (like watching a movie or getting a taxi) and made it more convenient for the user. They have also eliminated (or at least to some extent) the human interaction that was required in the past.
Another great example is the self-serve checkouts. They are generally viewed as more convenient, and they eliminate the need to speak to a human staff member.
How many people would prefer to call to book a taxi overbooking an Uber through a mobile application? Probably not that many.
If you are a business owner, two things should be crystal clear:
- Your customers want an accessible and handy way to contact your business and get fast responses to their questions
- A huge percentage of people would prefer not to speak to your staff over the phone or in person.
It is up to you to give these people an alternative to traditional customer service channels. And for many people, their preferred alternative is live chat, whether it be on your website, Facebook Messenger, or any other social media platform or medium.
Consumers no longer have to call support centres and can simply make a complaint or request directly through the commonly-used messaging platforms, i.e. interfaces. In the rare case where the bot is not able to handle the issue, it can always leverage artificial intelligence (provided that it is well designed) and divert them to support agents.
By 2021, it is estimated that chatbots could be managing up to 83% of business’ customer relationships. For example, Rogers Communications has seen a 63% growth in customer satisfaction, a 14% overall decrease in contacts and a 67% decrease in customer requests or complaints after implementing chatbots and artificial intelligence in customer service.
It is absolutely good to say that intelligent chatbots are increasingly becoming a critical part of the customer service strategy given the multitude of benefits and ROI they offer.