Chatbot for customer service: how and where to use it?
Posted: Thu Dec 05, 2024 6:15 am
Chatbots for customer service are already a reality. In fact, a Statista report predicts that the bot market will reach $1.25 billion by 2025 .
And the benefits of customer service bots are clear: they can increase a company's revenue by 25% , reduce service costs by 30% , and satisfy 68% of users looking for quick answers.
To help you better understand this universe, we have prepared this article. Here you will learn:
A customer service chatbot is a conversational solution powered by artificial intelligence . Its purpose is to provide and collect information that is useful in resolving consumer queries, issues, and complaints.
This type of software is also list of uzbekistan consumer email useful for boosting productivity in organizations by automating repetitive tasks, such as scheduling work meetings or filling in the blanks of a support ticket.
In other words, customer service bots are great allies to increase service efficiency, improve the decision-making process and encourage collaboration between agents.
If you also want to reduce efforts and offer chatbots in Spanish for your customers, read: What is a bot and how to use it? Guide for beginners .
Where are chatbots used in the service?
Now that you know what a customer service chatbot is, you might be wondering: where are chatbots used in customer service? Here are your answers.
1. In self-service
According to Zendesk’s 2020 CX Trends Report , 60% of customers say that having their issues resolved quickly is one of the most important aspects of a good experience with a company.
However, data reveals that less than 30% of companies offer self-service , live chat, messaging apps , community forums or chatbots for customer support. In other words, there is a demand that is not being met.
Fortunately, customer support bots can provide 24/7 support in real time.
We recommend you read: We use self-service to reduce ticket volume and you can too .
2. In process automation
Did you know that teams spend almost 20% of their working time on activities that could be automated? This is what a study by McKinsey & Company revealed , which also suggests that 45% of the tasks people are paid to do can be automated by adapting known technologies.
In the case of support, the customer service chatbot can receive a person's query, collect their data – name, email and type of problem – and forward it to an agent who will have all the information to begin acting immediately.
This way, you reduce resolution time and improve satisfaction with the customer service you provide.
You may be interested in reading: What is process automation?
3. In the personalization of interactions
Epsilon research found that 8 in 10 customers are more likely to purchase a product or service from a brand that offers them personalized experiences.
The good news is that customer service chatbots are capable of personalizing interactions on a large scale. For example, referring to customers by name or retrieving their transaction history to provide contextual support.
Check out this article: Hyper-personalization as a pillar of your company's CX offering .
4. In the organization of the flow of care
A good customer service chatbot is capable of increasing the efficiency of support processes. Zendesk's Answer Bot chatbot can assign a responsible agent to the ticket, set its priority level, and fill in other fields to optimize resolution time, for example.
And the benefits of customer service bots are clear: they can increase a company's revenue by 25% , reduce service costs by 30% , and satisfy 68% of users looking for quick answers.
To help you better understand this universe, we have prepared this article. Here you will learn:
A customer service chatbot is a conversational solution powered by artificial intelligence . Its purpose is to provide and collect information that is useful in resolving consumer queries, issues, and complaints.
This type of software is also list of uzbekistan consumer email useful for boosting productivity in organizations by automating repetitive tasks, such as scheduling work meetings or filling in the blanks of a support ticket.
In other words, customer service bots are great allies to increase service efficiency, improve the decision-making process and encourage collaboration between agents.
If you also want to reduce efforts and offer chatbots in Spanish for your customers, read: What is a bot and how to use it? Guide for beginners .
Where are chatbots used in the service?
Now that you know what a customer service chatbot is, you might be wondering: where are chatbots used in customer service? Here are your answers.
1. In self-service
According to Zendesk’s 2020 CX Trends Report , 60% of customers say that having their issues resolved quickly is one of the most important aspects of a good experience with a company.
However, data reveals that less than 30% of companies offer self-service , live chat, messaging apps , community forums or chatbots for customer support. In other words, there is a demand that is not being met.
Fortunately, customer support bots can provide 24/7 support in real time.
We recommend you read: We use self-service to reduce ticket volume and you can too .
2. In process automation
Did you know that teams spend almost 20% of their working time on activities that could be automated? This is what a study by McKinsey & Company revealed , which also suggests that 45% of the tasks people are paid to do can be automated by adapting known technologies.
In the case of support, the customer service chatbot can receive a person's query, collect their data – name, email and type of problem – and forward it to an agent who will have all the information to begin acting immediately.
This way, you reduce resolution time and improve satisfaction with the customer service you provide.
You may be interested in reading: What is process automation?
3. In the personalization of interactions
Epsilon research found that 8 in 10 customers are more likely to purchase a product or service from a brand that offers them personalized experiences.
The good news is that customer service chatbots are capable of personalizing interactions on a large scale. For example, referring to customers by name or retrieving their transaction history to provide contextual support.
Check out this article: Hyper-personalization as a pillar of your company's CX offering .
4. In the organization of the flow of care
A good customer service chatbot is capable of increasing the efficiency of support processes. Zendesk's Answer Bot chatbot can assign a responsible agent to the ticket, set its priority level, and fill in other fields to optimize resolution time, for example.