Almost 70% of the queries received by a company’s customer service department are always the same.
Over and over again.
Live chat, email, WhatsApp, social networks… It doesn’t matter which channel is used.
In fact, most companies usually have a guide with standard answers to these frequently asked questions where the customer service employee only has to search, copy and paste to answer the customer.
A mechanical task that is repeated over and over again. Every day doing the same thing as in a factory production line.
If you are reading this and you have an SME, I want you to ask yourself this question:
Is this profitable for a company?
I don’t think I need to tell you the answer because you already have it. The best thing to do is to see what the solution is.
Automate your customer service with a chatbot
Since March 2020 with the arrival of Covid, tools such as chatbots have evolved and established themselves as essential elements for any company.
During that stage of our lives, many businesses lived an extreme situation in their customer service area where there was no time for anything. Neither to train new people nor to answer more customers.
To solve this situation, many companies opted to integrate chatbots into their businesses. Since then, the demand for this tool has not stopped growing due to the excellent results it offers in this field.
The evolution of artificial intelligence (AI) makes having a conversation with a bot the same or similar to having a conversation with a human. This makes it the best option to answer questions that are repeated over and over again in the customer service area of your company where a human is not going to contribute anything new.
The benefits of using a chatbot in an SME
A chatbot within an SME offers benefits to 3 main beneficiaries:
⇒ The company
⇒ Customers
⇒ Employees
What are the benefits of a chatbot for the company?
Reduce costs:
The investment of incorporating a chatbot into a small business is much less than hiring employees to do the work that a bot can do.
How many conversations can one person answer at a time?
One
How many conversations can a bot answer at a time?
A lot.
Do the math on team savings.
Increases conversion:
The advantage of omnichannel makes potential customers arrive through different channels, having more opportunities to interact with the user and reach the conversion.
Minimizes cart abandonment
The user is accompanied throughout the purchase process, there are no obstacles that resist the sale because the user can solve them immediately through the bot at any time, every day of the year.
Provides data on potential customers
A chatbot should not only be seen as a substitute for customer service, it serves much more than that within a small business. It collects data and information from users that allows you to improve your services and create campaigns focused on their needs.
Improve brand reputation:
A bot has the personality you design for it. Your brand voice, your verbal identity, your philosophy and values… A new way to connect with your audience by humanizing the brand and making it closer to your audience with a face-to-face conversation.
Allows you to scale support
During new product launches or certain times of the year such as Christmas or Blackfriday, companies have to reinforce their customer service teams to be able to address those sales peaks. With a chatbot, this will no longer be necessary, scaling will be easier, simpler and less costly.
What are the benefits of a chatbot for customers?
Immediate response:
Humans when we want something, we want it right then and there. How many times have you had to wait on the phone until an agent was able to talk to you? How long have you waited in line in a live chat for someone to respond to an inquiry? With a chatbot, those problems are over. Every user who asks a question in the chat will get an immediate answer.
24/7 Support
“Customer support from x hour to x hour from M to F”. This is the phrase we are used to seeing when we really need help. A bot is available to all users at any time.
Personalization of the experience:
Thanks to AI, a bot can personalize the conversation with a user. Recommend products based on their preferences or show them services that may be of interest to them.
Reduces shopping anxiety:
When a user feels accompanied during the purchase process, knows they can consult the tracking of their order or where to go if a problem arises; it minimizes buyer anxiety and stress.
What are the benefits of a chatbot for employees?
Increases motivation and productivity:
Doing the same work over and over again mechanically and without involving any mental effort can demotivate anyone. On the other hand, when a bot performs this tedious work and the team only has to focus on solving non-routine cases, it makes employees more responsive to such queries or problems.
Reduces turnover:
If a person feels fulfilled with the work he/she executes, he/she will surely not consider a job upgrade as he/she feels comfortable with the work he/she performs in his/her position.
The size (of your company) does not matter
In an SME it is important to be able to scale by investing time and human resources in objectives that make us grow. You have already seen that you don’t need to have a company with 200 employees or a turnover of more than 6 figures to take advantage (and profitability) of a chatbot.
For our part, we recommend that you try our Arkibot automated customer service plan for SMEs for 45 days. If after this time you prefer to continue working with humans doing robot tasks, we’ll give you your money back.o.
Want to know more?
Come in and try Arkibot,
your business customer service is going to change after this.