If you own a small business, chances are you are stressed on how to get ahead of your competition, handling customer queries, managing your employees, and other business-related matters.
Fortunately, the advancement of information technology and cloud computing solutions have given business owners a lot of tools that can help them in managing their operations. One of these tools is the use of chatbot experts to manage interaction with existing and potential customers.
What is a Chatbot? The word ‘chatbot’ is coined from the words chat and robot. A chatbot is a software application that is designed to interact with people through the internet. Although it is a computer program, a chatbot is designed to provide humanlike communication and behaviour for its users. The use of a chatbot for your business will give these following benefits:
Before chatbots, when a person visits your website and has questions about your products or services, this person will enter the question in a chat box then wait for a response. The quickness and timeliness of the reply will, therefore, depend on the person managing the company webpage.
And, the longer the visitor waits for a reply, the lesser the chances of this visitor becoming a customer. On the other hand, if you use the services of chatbot experts, your webpage can be configured to answer multiple queries in real-time.
Your web page visitors will instantly get answers to frequently asked questions without any downtime. Chatbots will allow your business to answer more people’s queries at the same time.
You can save your significant business amounts of money by investing in a chatbot. Although you may need to pay for an upfront cost or subscription in using a chatbot, it will still result in greater savings since you would not have to hire multiple customer relations personnel to answer web-based queries.
Likewise, when your webpage has a chatbot feature, the chatbot can answer questions 24/7. You will not have to cover overtime pay and night differential rates as you would for human personnel.
Chatbots will be available to answer customer queries every hour of every day. Chatbots are especially valuable if your business caters to customers from different parts of the globe. These customers do not have to mind the time zone differences since chatbots can answer their questions no matter what time it is in their locations. Likewise, chatbot experts can configure your webpage to accommodate different languages.
Reduced Human Errors
Employees assigned to answer webpage queries may make mistakes. They may forget important details, transpose numbers, and make other mistakes relating to the question. Likewise, an employee that is in a bad mood may provide rude answers to customer questions.
Chatbots will not make any mistake of forgetting details and will always answer questions without any biases or attitude. Chatbots will always provide the same response to frequently asked questions based on the database of questions provided by the business owner to the chatbot experts.
You can add a bit of personality to your chatbot so that it can answer questions with a bit of good humour. Also, you can always rely on chatbots to be in a good mood all the time. Programming a little humour and personality to your chatbots will make them give our more humanlike responses.
Chatbot experts are coming up with innovations that include learning (AI) chatbots. These chatbots learn from their interactions with humans by analyzing patterns and then building a knowledge base from them. When the same patterns are detected, the chatbots will immediately know what to respond.
While chatbots will prove useful tools for businesses to keep track of customer queries on their websites, they cannot replace human interaction. Chatbot experts may incorporate live chat chatbots that will ping a company’s support staff if the customer insists on chatting with a live person.