Chatbots (virtual assistants) are intelligent automated chat partners on websites and social media channels. Most of the time you find them popping up in the corner of your screen when you visit a website. Currently the media tells us more and more about chatbots and the technology behind them. Chatbots are the future of customer experience and consumers services. Why? Chatbots can help the online consumers to simplify and accelerate certain online actions. For example, making online payments, helping with online purchases, online booking of a restaurant, or scheduling a meeting. Chatbots are increasingly used (in addition to existing human customer service) in a customer service environment to answer online questions and guide consumers in the online search process. A chatbot has a low-threshold for the consumer and helps them to speed up to reach their target online.
• 24/7 service, accessible anytime.
• Immediate response, no more waiting for your customers.
• Handling capacity, a chatbot can answer infinite amount of requests at once.
• Providing automated services, like online payments and online booking.
• With the right software, chatbots are self-learning, so you only have to train them once.
• Collecting data, this will give you great insight on what the consumer wants.
As long as online consumers quickly and easily get help, 40% of consumers say it does not matter whether a chatbot or a person answers their customer service questions. (Source: HubSpot)
67% of consumers worldwide have used a chatbot for customer support over the past year. (Source: Business Insider)
38% of consumers worldwide rated their experience with chatbots positive and 11% negative. (Source: Business Insider)
People in China are already falling in love with chatbots. Literally. (Source: Engadget)
Experiment with chatbots! Discover how your online consumers behave on your website, what data and insights you can get and how you can better meet and respond to your client’s expectations thanks to this valuable information.
If you are able to offer value as an organization or brand at the right time, your customer will appreciate it 100%!