Multibillion-dollar business to a single person, all business heavily depends on customer satisfaction. User satisfaction involves the opportunity to reach the seller, sometimes for critical questions sometimes very silly ones. Whatever the question is average response time is crucial in user satisfaction. With the rapid globalization, customers around every timezone make it hard to be able to keep the average response time low, and to make the situation worse, now the buyers have many choices. Businesses sometimes lose customers for this reason.
To Improve customer satisfaction you may invest in customer service round the clock or even virtual call centers. But there might be another option, which, I will not claim to be best but cheap and promising of course. With the rise of machine learning and artificial intelligence, chatbots are getting more and more sophisticated and slowly they are making their way in every business. Although chatbots are not yet very common, we see industries benefitting from them already. You might be one of the early adaptors.
We will see some examples before moving forward.
Most of the time, the health industry is one of the big industries that adapt to new innovation for customer satisfaction. From setting an appointment to checking symptoms, It’s not long, robots will start prescribing medication imitating real doctors.
One of the widely known chatbots, Health Tap, provides advice based on symptoms shared by users.
The sudden spread of coronavirus made the emerge of chatbots essential. Both voice and text chatbots are widely used for raising awareness and providing advice. This way we can serve humanity in the time of need.
Now let’s talk about some benefits of chatbots.
Chatbots are available round the clock. And they also can serve multiple customers at the same time. And they are fast too. Customers will not have to wait for hours which causes big customer-unsatisfaction.
Again I will not claim that chatbots are better than humans, most of the chatbots are lame. But machines are good at what they do, at least, they will not be prone to careless mistakes which are common for humans.
Also, with the help of machine learning, chatbots can keep learning about individual customers, which might help in personalized conversations and recommendations. In this case, customers more likely to be satisfied. We can see better and better recommendations everywhere.
How you can benefit from chatbots?
Sophisticated chatbots might be pretty expensive, sometimes reaching up to a hundred thousand. If you can not afford an expensive chatbot, you can still go ahead with a cheaper alternative. There are chatbots at a few bucks per month. But feed your chatbot as much relevant data as possible. And setting a hybrid customer service might be a choice for you, where the chatbot will redirect the conversation to a human and the human can continue the conversation as they can see what the customer was talking about, and easily as the chatbot already gathered information about the problem.