As the world is becoming even more interconnected and digitised, chatbots are becoming customers’ and companies’ best allies. Chatbots are conversational robots programmed and designed to instantly answer users’ questions. For instance, the robot to whom you ask questions about a product in the tiny popup window at the bottom-right corner of your screen when doing online shopping, is a chatbot. Nevertheless, chatbots have many more use cases and are very versatile. They can be used in Human Resources management, in schools’ administrations and in many other contexts.
By using algorithms, some basic chatbots, called rules-based chatbots, can handle simple tasks, like suggesting products or making appointments. However, some very high-performance chatbots, called Artificial Intelligence (AI) chatbots, use Natural Language Processing (NLP) and Machine Learning to perfect their understanding of users’ inputs. These chatbots are able to deal with far more complex tasks.
Not convinced to implement a chatbot into your business yet? Let us guide you through the top 9 benefits Ideta chatbots have to offer to your company, customers, employees and managers.
The first benefit of chatbots is that they can work 24 hours a day, 7 days a week. Also, if ever a chabot struggles to understand some users’ inputs and gets stuck trying to answer their queries or solving problems, it can escalate tough requests to your human support team.
Nowadays, SuperOffice found out that 88% of customers expect a response from businesses within 60 minutes and that 30% expect an answer within 15 minutes or less. A study carried out by the CMO council also found out that the ability to give quick answers to clients was the most important attribute for good customer experience. In a globalised world where customers expect to receive fast, or even instantaneous answers, from companies located on the other side of the globe, chatbots tend to come in very handy.
A survey conducted by MobileMarketer found that millennials prefer speaking with a chatbot rather than with a human employee, for example when they are checking the status of their order or searching for information about a product. This is mainly due to the fact that they want fast and precise answers. Moreover, they feel more comfortable asking questions to a chatbot as they have the certainty of not being judged when they believe their question might be slightly naive. Thus, implementing a chatbot into your business will generate more conversations with customers.
Usually, a human employee can manage between 3 to 4 simple customers’ queries at a time. Chatbots can however handle as many requests as you like at the same time. By automating answers to most queries, chatbots significantly free up employees’ time, allowing them to focus on higher value-added tasks.
Employees can sometimes be sick which means they won’t be able to answer customers’ queries for quite a few days, then resulting in more work for other staff members, or more work for them when they return to work after sickness absence. Implementing a chatbot into your business means your employees won’t be drowning in customers’ requests as the chatbot will help to answer each of them.
Moreover, employees can sometimes be in a bad mood and therefore less patient with difficult requests. Chatbots are not subject to mood swings and are always ready to answer customers’ queries, 24 hours a day, 7 days a week. This is all the more important given that, according to a report made by Microsoft, 56% of people around the world have once stopped doing business with a company because of poor customer service experience.
Once you’ve implemented a chatbot into your business, you can generate a global report which tells you how your chatbot is being used by customers, what requests are more frequent, etc. You will then be able to analyse this data, modify your chatbot accordingly and therefore improve your chatbot even once it is deployed.
As explained in the previous point, chatbots can collect data from analysing customers’ inputs. Thanks to this data, they can then adapt conversations to users, depending on multiple factors like their request, the way they speak, etc. Classic chatbots can for example use the customer’s name in the conversation. More complex chatbots can significantly personalise the conversation, which makes the exchange more natural and engaging for the customer.
It is said that an average person living in Europe can speak about 2 languages. Moreover, it can be difficult and quite expensive to find a support agent who speaks English. If your business is developed, or is developing, internationally, then you should definitely use a chatbot as they can be programmed to speak a wide variety of languages. They can be trained to answer queries in multiple languages. They can also directly ask or detect which language customers are speaking at the beginning of conversations and adapt accordingly.
Chatbots are way more than simple conversational agents. They can be connected to various APIs which will for example enable them to deal with a wider range of customers’ requests. They can also automate repetitive and tedious tasks like emailing prospects and customers, answering FAQs and many more. When embedded on an ecommerce website, chatbots can also directly handle payments. Besides being handy for online shopping, chatbots can also reveal themselves pretty useful for HR teams, helping employees handle repetitive tasks, like granting annual leaves or sick leaves, among other things.
With Ideta’s software, you can easily create a chatbot and then deploy it on as many channels as you like: Facebook, Messenger, text messages, Slack, WhatsApp and more. The more channels your chatbot will be deployed on, the more customers you will be able to reach.
Interested in building your first chatbot? With Ideta’s software you can create your chatbot in just a few days and without coding. For more information, send us an email at email@example.com, our team will be pleased to help you!
- By Eléonore Laloux
Eléonore is an Intercultural Management student. She started writing articles for Ideta in June 2020. Eléonore loves cinema, drama, travelling and is always ready to learn new languages.linkedin