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Sep
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2020
24 Sep 2020

What is Chatbot? Ways Chatbot Can Transform Your Customer Experience

In the recent era of digital transformation, chatbots have become a buzz word among online businesses. As companies heavily rely on the latest technologies in order to engage the customers and enhance customer satisfaction, chatbots come to great help. It has emerged as an optimum solution for communicating with the customers of businesses and resolving all their queries at all times.

What Exactly Are These Chatbots?

Chatbots are actually the software interfaces that enable different business organizations to communicate effectively with their customers online. As businesses cannot afford to have a customer representative who is available all the time for the customers, chatbots are an ideal option.

Chatbots are powered by the technologies of Natural Language Processing as well as Artificial intelligence for conversing through the voice commands and texts with the customers. The chatbots generally scan the different keywords inserted by the users in the query and accordingly deliver meaningful answers.

The AI-powered chatbots interact with your prospective customers and handle all their queries effectively. Through accurate, intelligent, and responsive interaction, your customers can engage with your brand better. This helps in making a positive impact on the minds of your target customers and enhancing customer experiences. With the positive increase in customer satisfaction, more and more organizations are adopting the chatbots for connecting with their prospective customers.

Now that you are aware of the actual meaning of chatbot, the next thing to know is how it can transform the customer experiences. Here are some of the top ways how chatbots can enhance your customer experiences.

1. Seamless Live Chat

Whenever your existing customers have any query or the prospective customers want to know about your business, they use the live chatting. While your customer support team can engage in the live chats with customers during the working hours, they may not be available after the office timing. However, customers may want to interact with your business at any time. In such a situation, the chatbots evolve as the ideal solution. With the chatbots, customers can easily engage in conversation at any time, just like conversing with your customer support team.

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The chatbots can provide the customers with information relating to offers, discounts, as well as incentives. They can even offer recommendations to meet the needs of your valuable customers. As they are integrated into the applications or websites of the businesses, customers no longer have to keep looking for other resources to find an answer to their query. All they need to do is interact with the chatbots of your brand and get a solution in much less time.

2. Provide Immediate Responses

In today’s time, customers no longer want to wait. Instead, they are looking for immediate responses from the businesses for their issues. While immediate responses may not be possible through phones and emails at all times, chatbots are the key. Whether it is during the business hours or beyond that, the chatbots can provide instant answers to the customers.

The AI-powered chatbots do not get tired or fall sick and keep answering the questions of the customers all round the clock. However, there may be certain queries that the chatbots are unable to answer. In such a situation, the chatbot can forward the query to the appropriate representative at the earliest and offer quality customer support.

3. Better Customer Engagement

Chatbots are also an important tool for engaging your customers effectively. According to the surveys, in many cases, interaction with the chatbots have convinced the potential customers to make a purchase. The chatbots employ a wide range of methods in order to efficiently engage your target customers with your business. Some of the top ways include sending the follow-up messages, providing quality and detailed information about products, offering discounts, and making announcements relating to the launch of new products or services.

The chatbots even send the survey and feedback forms to the customers in order to get valuable inputs that are helpful for the businesses. There is also another way in which they engage the customers is by wishing the customers on their special occasions like birthdays, anniversaries, and more. This helps in building a strong and personal connection of the people with the brands. With increasing engagement, customers are more likely to remain loyal to your brand, thereby increasing your sales and revenue.

4. Customize Customer Experiences

Nowadays, customers do not like to be treated in the same way as other customers by the brands. They like receiving personalized and unique treatments from the brands. Moreover, as the requirements vary from customer to customer, they look for customized services and solutions. Here again, the chatbots prove to be the ideal solution.

Chatbots help businesses in collecting unique and relevant data from different customers. This enables the agents to customize the interactions as well as the services of the customers. The chatbots work as a virtual assistant for the agents of businesses and provide them with valuable client data in real-time. On the basis of the current requirements of the clients, agents offer them the desired information as well as solutions.

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5. Boost Lead Generation

Generating valid and qualified leads is a major concern for a majority of business organizations. The chatbots can help in making this task easier for the businesses. The AI-powered chatbots develop personalized marketing messages, interact with the customers, and collect the essential information required by the businesses. With the chatbots, gathering the user-centric information like preferences, likes, and purchase behaviours become easy for the organizations.

While interacting with the customers, chatbots deliver relevant information, answer their queries, and promote the available discounts. Such interactions help businesses to conveniently generate qualified leads. Moreover, it also aids in converting the leads into successful sales. It also enables the business to keep a record of the potential conversions for further reference in the future.

6. Ideal Social Media Tool

Social media has evolved as a trending platform for brands to interact with their target customers in recent times. However, at times, it becomes quite challenging for your customer support executive to reply to all the posts on your different social media accounts. Here, the chatbots can help. By integrating the chatbots to your social media accounts, you can easily make your customers feel valued by replying back to their posts.

With the help of the chatbots, you can even send short and engaging videos of your brands during social media conversations with the customers. Moreover, if you are willing to launch a marketing campaign on social media, you can do it through the chatbots and connect with a larger audience online.

Chatbots can even function as the representative of your brand on social media and deliver important information about your business. With the use of several promotional messages, the chatbots can easily capture the attention of your intended audience. This helps in generating more sales and ultimately increasing the profits of your business.

7. Build Healthy Relationships with Customers

Chatbots are revolutionizing the way brands interact with their target customers. While most companies look for ways to build proactive and professional contacts with customers, chatbots make this quite easy.

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Whether it is a simple birthday text or an email is consisting of relevant information about the offers, chatbots help in increasing brand loyalty. With personalized chats like communicating with a real human, customers feel more connected with your brand. This ultimately helps businesses in establishing healthy and strong relationships with valuable customers.

8. Provide 24/7 Customer Service

While your customer support staffs require sleep, the chatbots don’t. This makes a significant difference in your business. Customer requirements often crop up after your business hours when your customer service team is not available. In such a situation, they need to wait for the next day in order to get answers to their vital issues. However, making your customers wait can cost your business and give rise to a negative impression among the customers.

The best solution to this problem is adopting chatbots for your brand. With chatbots, you can deliver uninterrupted customer service all round the clock. With quick responses all the time, you can strike the right chord in the minds of the customers. This can help in increasing your brand value and enhancing your business revenues through better sales.

Winding Up

Apart from the various ways, chatbots can also help in automating the repetitive tasks and reducing friction between your website visitor and the agents. Having the chatbots for your online business can significantly increase the engagement rate with your target customers. As customer experience is what matters the most to business, adopting the chatbot technology has become essential in the competitive era of today.

With the chatbots, providing valuable customer support and answering their multitudes of queries in much less time becomes easy. The chatbot is the key to enhanced brand value and better customer satisfaction. Chatbots can help you in keeping your customers satisfied as well as happy and unlocking the true potential of your business.

Mobio Solutions is a Business technology Solutions company who will guide you with strategic advice on the technology that fits best to your business solution. We help enterprises to test and validate their business model by using Agile Development approaches. As a leading Python Development Company we create Voicebot and Chatbots that helps businesses to increase their customer experience.