If a serious issue were to arise when your human support reps aren’t online, a chatbot could even give the customer a timeline for when they can expect to speak with an agent. When support is always available, customers no longer have to wait until your business reopens to get a response because a chatbot is there to respond to a query. Offering always on customer service.Īnother way that chatbots supplement the customer experience is by offering always on, around the clock customer support - in fact, 64% of customers say that 24/7 service is the best feature of chatbots. Reps can instead focus on high-impact, time sensitive matters, while chatbots answer standard questions like providing your business’ open hours. In fact, 43% of businesses say they adopted chatbots because they wanted to save time with automated customer service.
When chatbots are trained to answer common customer queries and provide quick solutions, support teams are relieved of the pressure that comes from juggling low-touch issues and higher-priority issues that need more attention. As such, adopting chatbots will help you speak to this customer desire. When speaking with chatbots, 59% of survey respondents expect a response within 5 seconds or less - something that would be difficult for a human to meet. Regardless of the type of question, a chatbot can be there to immediately assist customers when they reach out, whether it’s to provide a simple solution or transfer them to a live agent better suited to help. It’s well known that a top customer frustration is long wait times, as people want quick solutions without having to be on hold or wait to receive an email reply.Ĭhatbots help improve this aspect of the customer experience.
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If a customer were to ask a question that required hands-on help from a human rep, the chatbot would also know how to adequately transfer the query to an available agent. But, as many support teams handle a large volume of requests, it’s not always feasible to immediately answer questions, regardless of how simple they are.Ĭhatbots are a solution to this issue, as they can handle multiple conversations at once and provide quick responses to all queries, especially when it comes to answering simple questions.įor example, instead of calling your business to ask how long you’re open and being placed on hold, a Facebook Messenger chatbot can quickly respond with your open hours. Offering quick responses to simple questions.Ĭustomers want quick responses from support teams when they reach out with simple questions. Having an additional option increases convenience, as most chatbots can easily be accessed via mobile device or computer, meaning that consumers can find resolutions from wherever they are so long as they have a compatible device.ħ1% of customers already expect brands to offer customer support over messaging channels - improve your user experience by meeting an existing customer desire.
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