Yes, you heard that right. Chatbots are being used for providing customers with enriched customer experiences. The more you communicate with your customers, the more you will get to know about their needs and requirements. Communicating with them on a regular basis would also help you ascertain the challenges that are being faced by them. Many of the businesses make this mistake of taking customers for granted.
The idea behind any given business should always hover around fulfillment of customers’ needs. Now, fulfilling their needs isn’t enough, you also need to provide them with solutions that help them address the problems and challenges that they might be facing.
One such problem/challenge is providing your customers with an enriched experience. In all fairness, providing your customers with the right experience is a job easier said than done. This is where chatbots come into the picture.
Take this for an example: Insurance chatbots can be used by insurance companies to communicate in a much better way with possible customers. If you wish to provide your customers with personalized solutions, then your feedback and the corresponding communication strategy should also be personalized.
Here’s how chatbots can help in providing customers with an enhanced customer experience:
For customer education and awareness
Chatbots can be used to educate customers on how to go about a particular process. Your customers can choose the right policies for themselves (in case of an insurance firm) from a wide range of options on the go.
Engaging with the customers becomes as simple and convenient as it can possibly get. They can contact your custom service executives on a largely personal level. In this way, you can get your doubts clarified without letting others know.
Think of customer awareness as an opportunity to get in touch with clients. Chatbots allow you to get in touch with customers and other stakeholders in a way that is far more intimate and personalized.
Think of it this way: As a business, you need to cater to different types and kinds of customers. All of your customers will have different needs, requirements, and problems. Therefore, having a single solution won’t be helpful.
The heterogeneous nature of problems ends up complicating matters. You have to customize your solutions in order to address the problems of your users. This is where chatbots can come in handy.
Queries can be sent by customers and chatbots can be used to address those queries. In case getting in touch with a representative is absolutely necessary, a helpline number can be provided.
Chatbots can help automate the claim process
This is a long shot of some sort. In the long run, chatbots can be used to communicate with customers during insurance claims and settlements. It is going to be an exciting opportunity. Chatbots can be used to send automated instructions according to an individual’s needs and wants.
Messages can be sent rather quickly using chatbots. According to a research study, customers lose interest in a product or service if the response to a query doesn’t come within five minutes. This would lead to a loss of conversions. The more customers you respond to, the better it will be for your business.
Based on the queries they ask, you can shortlist the users that are most likely to fall into the category of prospective customers. Classification becomes all the world easy with the use of chatbots. You can group your customers under various archetypes. Claims can be processed simultaneously for all of the people that fall under a particular category/archetype.
Customer review and feedback become really easy
You can review your customers using the feedback they give you. According to reports, more than 7 in 10 customers are likely to respond to a query/message during a chat session that’s going on live.
Moving on, more than 5 in 10 customers are likely to respond to business messages using chat rather than calls. That’s not all. An enriched chat session can lead to positive feedback and equally-positive word-of-mouth publicity.
Customers can respond to queries as per their convenience. Chatbot support is a 24×7 affair. Customers can get their queries sorted at any given time of the day. This is exactly why chatbot support is useful. In this way, you allow your customer reps to breathe a bit easy.
The workload does reduce:
If chatbots are made to do stuff, then the workload on humans is bound to reduce. Chatbots will help automate the communication process. These chatbots will also help enhance the pre-sales and after-sales services and communication.
All of this will give rise to an ‘informal’ feedback system wherein customers and various other users can communicate with the concerned parties freely (without the fear of judgment).
Humans cannot reply to multiple queries simultaneously, but chatbots can. It is a great way of tending to different people’s queries. Chatbot mechanism can have multiple-choice options. Customers can choose those options in order to get their queries/problems resolved. Customer execs. do not have to spend sleepless nights in order to respond to customers’ queries.
Customer experience is the essence of each and every business. You cannot change this fact. Customers will remain the undisputed king of the market. If you wish to lure the customer, then you will need to provide him/her with something that is intangible.
Provide him with an experience that stays with him for a considerable amount of time. Keep this point in mind the next time you get in touch with a customer.
To top it all, customers will get a better experience every single time they communicate with a chatbot. The margin for error will also be minimal as machines aren’t bound to commit errors.
Chatbots are already making their presence felt. It is only a matter of time before they completely take over the field of customer service and experience.