Eliza, the first chatbot implemented in 1966, is older than the Internet itself. Yet, the technology only flourished in recent years, right after Facebook gave developers the go signal to deploy chatbots on Messenger.
Now, enterprises worldwide have engineered chatbots that customers enthusiastically try or use to see what help they offer. Most brands incorporate them to reduce expenses and improve and accelerate customer support processes.
Customers have been used to chatbots, while businesses have always relied on the benefits of chatbots in customer service.
Below we gathered a couple of tips that can help you successfully implement chatbots in your customer service.
Do customers like chatbots?
Yes, they do.
A recent survey conducted on chatbot users across a variety of messaging platforms mostly had positive experiences with the AI.
34% of the respondents highlighted getting good help from a chatbot, be it in training, coaching, or personal assistance.
Meanwhile, 29% loved using chatbots for their entertainment value, which made users happy and engaged.
Aside from this, chatbots have been extremely helpful with disseminating information and maintaining business agility amidst COVID-19, as per IDM. The pandemic prompted chatbots to be essential in both industries and the new normal faced by consumers. Read more to know more about Chatbots helps in the fight against the COVID-19 Pandemic .
How can chatbots improve customer service?
. Chatbots deliver quicker responses for customers.
. Chatbots frees up time for customer service reps to engage in more proactive customer service, since they can answer customers’ basic inquiries and simple requests.
. Acting as a solid addition to your knowledge base, forums, and FAQs, chatbots can distribute rich information as per customer requests.
. Chatbots are affordable and perfect for understaffed businesses.
Read more about How can a Chatbot Improve Customer Experience on the Website
Including chatbots in customer service jam
1. Make your chatbot conversational
Conversation is at the heart of retail itself. The most meaningful and persuasive conversations seal the deal for shoppers in social networks and websites. In fact, experts have already claimed that we’ve already arrived at the Golden Age of AI where humans can talk effortlessly to chatbots.
Conversation navigates the direction of sales. A conversational chatbot goes beyond talking. It expands your enterprise effectively and efficiently.
The first thing you can do to make your chatbot more conversational is to create a personality for it using your brand voice. Imagine how they’d answer to a customer and analyze how different segments respond to charbots.
Then, you can start drafting a conversational path to guide customers from start to resolution of their issue.
Lastly, don’t forget to establish objectives to determine whether your chatbot is successful. There are different metrics that can point out a chatbot’s effectiveness and identify the strengths and weaknesses of your new technology.
2. Train your chatbot
By training your chatbot to have conversations with customers, you instantly resolve regular and repetitive queries and transform customer experience.
Putting it simply, you can select a common question, train the bot to recognize it and formulate a response. Once it detects a matching inquiry, your chatbot can instantly reply to it.
However, the scope of your bot shouldn’t just be FAQs. You must also train it to answer a broad range of topics. Think subscription, log in, delivery, invoicing and billing. The more topics you cover, the more immediate responses you can provide.
Besides this, it’s important to train your chatbot to answer questions about a similar topic so it can grasp subtle distinctions between queries and deliver more accurate resolutions.
3. Consider going on Facebook Messenger
The most recent numbers state that there are over 300,000 active chatbots on Facebook Messenger and more than 150,000 tallied accounts on natural language system wit.ai.
If you have coding skills, you can actually build your own bot. Facebook even encourages it with free how-tos and documentation on establishing your own Facebook Messenger chatbot.
However, if you’re not an expert coder, third-party solutions are still available for developing and configuring your Facebook Messenger bot.
Once you’ve figured out chatbot development, it’s time to decide what it can do for your customers. Will it have one-option prompts that can actively educate consumers about your enterprise? Will it be a gateway for customers to find products and purchase them right away? Will it act as a virtual sales associate and help customers discover which item or service they’re most interested in?
Whichever way you decide to go, it’s ultimately clear that Facebook Messenger bots enhance your marketing and customer service and transform your brand into a powerhouse for lead and sales generation and outstanding customer support.
4. Set aside finances
A chatbot is an investment for your company’s customer service, so before constructing and implementing one, it’s best to consider how much you’re willing to spend on your bot.
If you’re planning to use a third-party solution, look up pricing plans that fit your budget. Even the most basic packages come with decent features like 1 bot, a month-long data storage, a capacity of 2,000 messages per month, a conditional flow and real-time messaging, just to name a few.
However, if you want more capabilities, more bots, unlimited storage and messaging capacity as well as platform integration, you’d have to consider purchasing paid plans.
5. Act fast
It’s a given fact: the longer your company operates without a chatbot, the higher the risk of losing prospects, sales and profit.
You’re including chatbots in customer service jam to accelerate query response. Similar speed must apply to creating and implementing a chatbot.
To provide instant results, we highly suggest enlisting the help of a customer service software that includes chatbot features.
Don’t know where to begin? FinancesOnline compiles some customer service software examples that have chatbot functionalities.
Better customer relationships with chatbots
After all this, it’s good to remember that chatbot users are eager to open themselves to new technology so they can form connections with something that is not human.
Beyond ensuring prompt and effective responses, your chatbots must be able to feel good communicating to your AI. They should be looking forward to speaking with it and relish asking help from it to resolve their issues with your products and services.