Customer experience is a critical factor for the success of any business. To give your customers the best experience, you need the best customer support agents. Unfortunately, employing good agents is costly. And the bigger your customer size is, the more agents you are likely to need.
To reduce the cost of customer service, many companies are leveraging chatbots.
Unlike human agents, a chatbot can handle virtually unlimited customers at a time and they don’t need any rest.
Isn’t that great?
How AI Chatbots Can Take Your Customer Experience to The Next Level
Still not convinced about the merits of AI chatbots? It’s a fairly new concept, so it may take some time to warm up to the idea of intelligent chatbots.
In this article, let’s take a look at how they can help your business improve your customer experience:
1. They Can Help New Customers Navigate Around for good Customer Experience
New customers may have chosen you, but they may still be wondering whether they have made the right decision.
The worst thing that you can do is to let them figure out things on their own. You have to be there to guide them along from the very beginning of their journey.
But handling all the new customers at all times can be overwhelming, especially if you have few people in your team.
That doesn’t mean that you should give up.
You can use intelligent conversational AI chatbots to help new customers navigate your website or app. They can also answer all their queries, provide educational information, and guide them to the relevant knowledge base.
In addition to this, AI chatbots can learn from customer’s behavior and provide relevant information accordingly.
2. They Can Collect Customer Data and Get Feedback for good Customer Experience
Before you can improve your customer’s experience, you need to understand their needs and preferences.
And the best way to do that is by gathering customer data.
A chatbot can make the process of collecting data a breeze. Chatbots can automatically document and analyze the conversation they have with the customers in real-time. They can also track how they engage with your website to understand what they are looking for.
Additionally, chatbots can also collect data in the form of surveys and feedback.
3. They Can Add Personalization
Once you have collected customer data, you can use it to tailor your customer’s journey.
For example, you can show more relevant information to your customers based on their search queries. If you’ve ever answered the question: “Did you find this article helpful?” you’ve helped a bot understand whether the information is relevant.
That’s how AI chatbots learn what works and what doesn’t.
Based on customer interactions, an AI chatbot can respond to specific complaints, offer deals, and make personalized suggestions.
What’s more, they can address the customers by their names to add a personal touch to the conversation.
For example, instead of saying: “We’re open from 8 AM to 8 PM”, the AI chatbot can say: “Good afternoon, Tony. We’re open from 8 AM to 8 PM. If you plan to visit one of our stores, the nearest one is just three km away.”
Just the way TechCrunch utilizes chatbots on Facebook Messenger, you can use other Facebook tools to make it easier for your customers to search for content that they want to read.
You can check it out in the screenshot below:
4. They Can Redirect Customers to Real Life Support Agents
No bot can replace a real-life customer assistant. At least not yet.
But chatbots can significantly lighten the workload of your team by taking over menial and repetitive tasks.
For more advanced queries or complex interactions, chatbots can redirect customers to a support agent.
With the help of a chatbot, your company can cut the waiting time and eliminate back-and-forth emails, thus improving the customer experience. It can also boost your overall customer loyalty rate.
Speed, convenience, help, and friendly service — AI-powered chatbots are equipped with all of it. Not only can they make your business process more efficient but also improve your customers’ overall experience. This, in turn, can affect your customer satisfaction and loyalty as well.
If you haven’t leveraged AI-powered chatbots yet, it’s time to do so now. They can make your customers happier and can give you an edge over your competitors.
Do you have any questions about incorporating AI chatbots to boost your customer experience? Share your thoughts in the comments below.