Today’s guest post was written by IntelliTicks — developer of an AI-powered chatbot for sales teams.
As you observe the rise of apps like Uber, Netflix, Amazon, and Airbnb, you will realize that people love the convenience these brands provide in the form of swift resolution of their queries and problems through chatbot customer service.
Any delay in service would cause customers leave one business for another. This is why businesses all over the world strive to move lightning fast when handling customer concerns. Brands don’t want customers to switch to a competitor, so brand provide users with quick, frictionless interactions that promptly resolve their problems.
The question for businesses is how to improve customer service without over-extending their budgets.
Phone Support and Chatbots
There are plenty of benefits for deploying a chatbot in conjunction with phone support through a Business Phone System.
Both allow businesses to answer customer queries quickly at any hour. Both also support each other by providing unique benefits to the businesses and customers that use them. What follows is a quick look at the overall picture of phone support and chatbot benefits for businesses.
VoIP phone systems are affordable. Phone support delivered through a VoIP telephone system can be much more affordable than using a conventional phone system. Softphones can be used on any existing device, so hardware costs are initially kept low. Per-minute costs for inbound and outbound calls are also easy on the budget.
Phone support builds brand loyalty. Customers who prefer to get their queries answered in a short time can call up the phone support. With a well-staffed Support department, a business can help customers with issues quickly and to the customers’ satisfaction, generating loyalty for the brand through such thorough expediency.
VoIP systems easily route calls. VoIP phone systems provide built-in functions for routing calls to individuals and groups. If a call isn’t answered, it can be forwarded to another device for the same user or to a different Support rep. Smartphones, desk phones, and laptops are all within reach.
Why To Use It
Phone support is a great way to make the customer feel valued as the customer gets empathetic answers from the customer service representatives.
Customers love it when a human agent listens attentively to their queries and gives great support to them in the matter of minutes. It’s a personal method of turning a dissatisfied customer into a happy one.
Phone support gives a customer a feel of investment and attention from the businesses that help in retaining customers. Real-time interaction is also helpful in getting feedback about products and services because customer service reps can hear the tone in customers voices when they talk about interacting with the product. These same calls also give representatives a chance to ask customers what they can do to create an improved product.
Chatbot Customer Service
Chatbots — chat robots — communicate with customers online in the form of personalized conversations. This communication can take place through voice and text, and customers can find this type of support on mobile apps, websites, and on popular chat platforms such as Facebook Messenger and Slack.
These services are often free to use with a trial or limited plan, including brands like IntelliTicks, which offers paid plans for businesses that need to scale upward. This makes chatbots flexible enough to grow with businesses at a moment’s notice.
Chatbots have the capability to help customers at every stage of their journey in the sales funnel.
They can provide quick access to product information and answer routine consumers questions in the language customer speaks. Customers write their queries as if they’re speaking to another person; then the chatbot interprets the text to accurately respond in real-time.
Chatbots can run 24/7 and handle multiple customers at one time. This gives businesses a constant online presence so possible prospects are not lost.
Why to Use It
Chatbot customer service is great for businesses that have a lot of website traffic and don’t want to spend money on hiring and training human resources to engage with visitors. They can answer repeated queries without delay and can generate leads by just being there for customers at any hour.
Automated online chatbots are also much less expensive than traditional support structures. The setup for a call center can be extensive; its training time long; its overall cost expensive. Chatbots can begin operation in a matter of minutes.
Businesses can also easily customize their chatbots with preferred response phrases and direction. As an example, linking customers to an FAQ page can help businesses take advantage of support docs they already have in place. Chatbots can also take the lead by answering simple questions and engaging customers with discounts/offers/new products/services information.
Convergence Between Chatbot Customer Service and Phone Support
Chatbots are immense technology innovation, but they can’t currently replace person-to-person interaction.
Phone support is crucial for it offers an empathetic response to the customers who always seek someone to listen to and hear their problems. It offers an engaging way for customers who prefer a more personalized contact with a brand to troubleshoot their issues.
Chatbots, on the other hand, can help in engaging customers who prefer the online service. Chatbots also don’t have to be impersonal. They can easily offer a phone number for voice support for any customer who’s interested.
Both are important for businesses in delivering excellent customer service, increasing brand loyalty, and catering to a worldwide audience.