Chatbots

 A Chatbot is a software that usually deals with frequently asked questions posed by customers through text or text-to-speech technique in an online conversation on a website or messaging app. This is done to minimise interactions that deal with simple requests or effectively sort out inquires and which can be anticipated and predicted to be some of the issues customers may face. These are also widely used to register the orders which can be easily coded into the software while lifting some of the the burden on human agents who can focus on dealing with more complex issues that customers face. It is available 24/7 and can also handle customers during the off hours when human agents aren’t available.

Types of Chatbots

Booking Bots:

Appointment scheduling or booking bots are kind of bots you usually find in Healthcare, Airlines and Hotel industries. These bots help customers’ book slots for appointments with the enterprise they communicate with.

Customer Support Bots:

These bots performs all tasks a customer support representative would do. Features such as 24/7 hour availability, quick and easy solutions, instant replies and live chat facilities make chatbots the ideal tool to improve customer service. It not only improves communication between businesses and clients but also builds a rapport with them to earn customer loyalty. They also gather customer feedback and send it to your team so that you can work on the shortcomings. 

Marketing and Sales Bots:

These bots are able to personalise the customer experience, have a larger engagement capacity, reach a wider audience, analyse customer feedback and data, sends relevant notifications and moves customers seamlessly through the sales funnel.

Features

Profiling:

Bots remember relevant information provided by customers so that they don’t have to repeat such details every conversation that they have with it. It makes it easier for the customers who rely on the bots for recurrent bookings/appointments.

Omni-channel: 

Today’s chatbots are able to relay information across different support channels. If a customer gives a bot their order number, email address, or any other personal information and it comes time for the bot to transfer the customer to a website, that information is loaded into their order form.

Analytical: 

A great chatbot will be able to suggest and recommend products and services for a user based on current or previous interactions. This helps shoehorn more customer issues into upsells automatically, without involving an agent.

Routing to Human Agent:

 Chabots are now built to realize when a request exceeds their abilities. They now escalate complex issues to human agents and record the data so creators can prioritize features in the bot’s product development. 

Benefits

Better Lead Generation & Nurturing

A chatbot is equipped to ask necessary and relevant questions, persuading the customers, and generating leads quickly. It ensures that the conversation flow is in the right direction to get higher conversion rates.

Apart from generating leads, another benefit of chatbot is that chatbots can help you qualify leads through identified KPIs, including timeline, budget, relevancy, resources, and more, to prevent you from dealing with time-consuming leads.

Bots Save A Great Deal Of Time

One of the benefits of chatbots is that chatbots empower businesses and save time by solving basic queries. Only the complex queries that need human input are directed to the executives on the support team.

Chatbots do this by quickly resolving customers’ questions and automating information-based queries so that support staff can spend more time on crucial issues that need human support, reducing operational costs, time and manpower significantly.

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