The Internet has revolutionized the world of communication. New channels, new ways of consuming information, new ways of communicating.
Podcasts, instant messaging, audio books, digital newspapers, social networks…
According to the National Statistics Institute (INE), 93.9% of the population aged 16 to 74 years has used the Internet in the last three months.
For this reason, large companies have had to adapt to the new habits of users. Now we have everything we want at the click of a button and if they make us wait, we go to the competition just as quickly.
Hence, e-commerce businesses have changed the way they interact with their audience by automating customer service with chatbots.
Chatbots in companies
Imagine what the database of a large company can be like. Big, very big. The number of queries they receive per day is beastly.
Now think if all those queries were answered by humans.
How much equipment would a company need to do such a job? What would be the cost of maintaining those employees?
Incalculable.
The image comes to mind of an office in the 1990s full of operators with their headsets answering incoming calls at the same time and a background sound of hundreds of cross-conversations.
But that has already gone down in history thanks to chatbots.
Now users can interact with companies through a bot in the same way and through the same channels that they use to communicate with their closest circle of people on a daily basis.
In fact, more than 50% of users who use online commerce prefer to speak with a bot rather than with an agent over the phone.
For example, there are large telecommunications companies that have managed to centralize and automate the most common problems of their users through a chatbot. The typical ones are over: “Press 1 if your case is x”, “All our agents are busy, we will attend to you shortly” and a background music. And, in the event that the problem really needs to be attended to by a human, the bot will refer you to the department and the specific person to solve it.
It’s that easy, fast and efficient. And much cheaper, of course.
How to grow your company with a chatbot
In addition to automating customer service with a chatbot, this tool is used for much more within a company:
Humanize the brand
A bot, so to speak, is an empty brain that needs to be filled with personality and brand awareness. The company knows what its public is like, what it is looking for in its services or products, how it communicates and on which channels.
And a bot is the best way to reach them right where they are. They like to feel cared for with a greeting, that the brand knows what their preferences are, to be able to have a one-on-one conversation about their interests… that’s what you get with a chatbot.
Collect information of interest to the company
All conversations that are opened through a chatbot are saved or monitored in real time.
Through them we can find out how users feel, what they lack, where they find the main problems during the purchase journey, what they value most about the product or service…
With this information, a range of multiple possibilities opens up within a company:
⇒ Improve and create new content.
⇒ Design specific campaigns according to the needs of the audience.
⇒ Create new products or services.
⇒ Set new improvement targets.
Build customer loyalty and increase brand recall
A user feels trusted by those companies or brands that accompany him closely. Thanks to chatbots, customers are accompanied at all times during their shopping experience. This generates a positive brand image, builds customer loyalty and increases brand memory so that they come back again and again.
It offers more possibilities to reach the conversion
Being omnichannel, we can reach the user right where they are and take them where we are interested until the conversion magic happens. We leave nothing to chance, everything is automated to guide the client until the sale.
Reduce costs and optimize the human team
As I already mentioned at the beginning of the article, automating customer service in a large company is vital so as not to waste money on something that a robot can do. In this way, the team of customer service agents only deal with the cases that you really need, putting all their focus on this action. More profitable for the company and more productive for the employee.
Conclusions
If you have a large company and want to position yourself as such in the digital market, you need a chatbot to take your customer service further.
One of the best options you can find in the Spanish market is Arkibot, a hybrid chatbot that has a plan at a more than competitive market price with everything it offers. If you want to know how to level up with your company, click here.
Want to know more?
Come in and try Arkibot,
your business customer service is going to change after this.