In today’s digital era, technology continues to evolve rapidly. One notable innovation is the chatbot, which has become an essential part in contact centers and customer experience. Let’s consider taking the customer’s perspective and examining the implications of implementing chatbots within companies.
Chatbot: Quick Assistance in the Age of Conversational Commerce
With chatbots, managing a contact center has become more effortless. Not only does it save costs, but chatbots can also serve customers promptly and accurately. While this is undoubtedly a significant advantage for companies, have we ever tried analyzing this from the customer’s perspective?
Chatbots from the Customer’s Perspective
Generally, one of the things customers appreciate most about chatbots is the fast response they provide. That’s why chatbot solutions are perfect for customers looking for quick and convenient assistance when interacting with your company, especially for things like:
– Check the status
With chatbots, customers can instantly check their order status without waiting in line or enduring hold music. The chatbot provides immediate updates.
– Search for product information
When customers have questions about a product, they want quick and accurate answers. Chatbots, built with product databases, can provide detailed information in seconds, eliminating the need for customers to search for web pages or brochures.
-Get information about promotions and discounts
Everyone loves a good deal, but finding the latest promotions can be time-consuming. Chatbots simplify this process by providing instant promotional or discount information, ensuring customers always get the best deals.
While chatbots offer speed and efficiency, they cannot entirely replace human assistance. In fact, 77% of customers prefer the option to speak with a live agent, especially for issues like:
– Product returns
The product return process is often considered complex and confusing by many customers. In cases where product returns have more complex aspects, live agents are well prepared to resolve the issue. They have the knowledge to deal with situations that automated systems cannot respond to.
– Troubleshooting
Live agents have the ability to think critically and creatively to find solutions that automated systems will not consider. They can provide better options for customer needs.
– Customer service complaints
Submitting complaints or providing feedback is every customer’s right. When voicing concerns, customers prefer interacting with live agents, as they are deemed more empathetic and caring in addressing complaints.
ARSI Smartbot: The Solution for True Hybrid Operation with Live Agents
Understanding the limitations of chatbots, KPSG Group introduces the ARSI Smartbot, which combines artificial intelligence with a human touch. A hybrid solution that ensures your customers get the best of both worlds.
Through the ARSI Smartbot solution, your company not only provides fast service through chatbots but also the personal touch of a live agent when needed.
While chatbots indeed offer many advantages, it’s essential to remember that a combination with live agents remains the key to successfully serving customers optimally.