Companies are increasingly aware that Customer Experience (CX) is a driving factor in business. Indeed, according to research experts Forrester, over 90 percent want to improve on their CX. As part of delivering on that intention, your company can examine how you are interacting with your customers – a welcome addition to your communication channels could be introducing chatbots.
The power of choice
Customer communication preferences differ for different contexts and applications. Older customers prefer to use voice as the primary means of communication, while younger customers are generally more comfortable in the digital world of text messaging, email, chat, social media and online interactions. Some companies provide these channels as a multi-channel offering so that customers have a choice. This is ideal if those channels are connected and all interactions between customers and the company are documented and accessible to ensure the speedy resolution of any queries.
Not all interactions require cost-heavy agent interaction, however. The primary use of chatbots is to conduct human-free interactions. Employing agents to conduct phone interactions is an expense that may be necessary for complex interactions, but simple interactions such as requests for product or account information could be conducted by chatbots, reducing the load on your customer service department and releasing agents to work on more complex tasks. That could be a cost saving to your company.
Chatbots are being used in multiple industries, for everything from providing legal or financial assistance or simple resolution of FAQs or balance enquiries.