How Chatbots Improve Customer Experience
This article was originally posted on freshdesk.com.
Chatbots
What a customer takes home from a brand is the experience it provides. Gartner proved that customer experience is a game-changer for brands. In fact, 81% of companies expect to compete on the basis of customer experience in 2019. This head-on competition is driving brands to strengthen their customer experience strategies.
“Regardless of your service, product, size of business or industry, customer experience has proven to be a key differentiating point for companies around the world.”
– Michel Falcon, Customer Experience Advisor and Keynote Speaker
What can your brand add to your existing strategy to up your game?
A chatbot.
While there are a bunch of things you can do, chatbots are a must have in your customer experience strategy. In this article, we discuss how it can positively impact your customer’s journey.
What’s a Chatbot and Why Should You Use One?
By definition, a chatbot is an artificial intelligence (AI) software that can simulate a conversation (or chat) with a user.
With technology improving by the day, traditional methods of engaging customers are also advancing. Industries like banking, entertainment, healthcare, news, fashion and more have adopted chatbots. Going by research — 85% of all customer interactions will be conducted without humans by 20202. Everyone is headed towards using chatbots as the mode of communication. A chatbot is one of the key differentiators for brands that provide good customer experience versus the rest.
Brands like Sephora, H&M, Duolingo etc., use chatbots to offer their services.
The H&M chatbot does the job of a personal stylist.
At the end of an interactive conversation, the bot recommends an outfit based on the customer’s taste.
In the banking industry, Bank of America launched its digital assistant ‘Erica’. Apart from making payments and checking balance, Erica also educates and helps customers save money.
Here’s How Your Brand Can Improve Customer Experience With Chatbots:
#1 Play Assistants to Support Agents
A study conducted by PwC revealed nearly 80% of American consumers feel that speed, convenience, knowledgeable help, and friendly service are the most important elements of a positive customer experience3….
…The article goes on to include:
- #2 Lend a Helping Hand to Reach Milestones
- #3 Collect Feedback and Customer Details
- #4 Monitor Social Media
- Conclusion.
Continuing reading here.
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