Trends in the communications industry are constantly becoming more complicated, as are the relationships with customers. Organisations are looking for more ways to comply with consumer needs not only for products and services but also in communication, making customer experience a new battle in business. According to studies, 63% of millenials start their customer service interactions online (Microsoft). That has led to more and more organisations investing in AI and bots.
Bots have proved to be revolutionary for customer service and it’s predicted that 85% of consumer interactions will be handled without a human agent by 2020 (Forbes). Read 3 main reasons businesses should invest in AI and chatbots.
If a customer is trying to contact you – usually you have already failed them, so your next goal should be to make the following steps as simple and straightforward as possible. Bots have the ability to learn historical data and learn easy and repetitive tasks so customer’s issue can be solved within 2 minutes, often with a person never even realising that he/she was not talking to a human being. This improves customer experience, but also saves agent time allowing them to focus on more difficult tasks. Alternatively, if the issue turns out to be too complicated and requires human interaction – chatbots will seamlessly transfer the conversation to a human agent.
Consumer Data & Insight
Chatbots are also a great way to monitor consumer data as it can follow the customer around the website, collecting data on searching and purchasing patterns. This data is the most valuable asset your company has as it brings you closer to the customer journey and allows you to understand some of the behaviour which helps to make educated improvements on products/service, website and customer service.
Installing a fully functioning chatbot is much cheaper and faster than creating an app or hiring and training people. Bots are also able to handle many customers at once which not only reduces employee costs but lowers the risk of human errors too. It was long considered that all artificial intelligence products were going to replace humans in the workforce thus increasing unemployment. However, over the years chatbots have proved to be only an assistant to human employees making agents’ jobs easier and less stressful leading to more customer service jobs and lower agent turn over.
The future seems bright for chatbots as all industries around the world are implementing chatbots as the main customer service solution. 67% of business believe that chatbots will outrun mobile apps within the next few years (Medium, 2019). Customer service is a never-ending battle for businesses and keeping up with the constantly changing trends among consumers is not easy, but organisations that fail to stay on top will soon loose their competitive advantage and risk being left behind.
Contact Welltel to enhance your customer service and retain competitive advantage