In today's digital age, technology continues to evolve rapidly. One of them is the chatbot, which is now an integral part of the contact center and customer experience. What if we try to put on the “hat” of the customer, and look at the other side of the chatbot implementation in the company?
Chatbot: Quick Assistance in the Era of Conversational Commerce
With chatbots, managing a contact center becomes easier. Not only does it save costs, the chatbot can also serve customers quickly and precisely. This is certainly one of the main advantages for the company; but have we ever tried to analyze this from the customer's point of view?
Chatbots from a Customer perspective
Generally, one of the things that customers love most about chatbots is the quick response they bring. This is why chatbot solutions are perfect for customers who want quick and practical help when interacting with your company, related to things like this:
- Checking order status
With a chatbot, customers can check the status of their order at any time without having to wait in line or hear waiting music when contacting customer service. Instant response from the chatbot makes it easy for customers to get the latest updates on their orders.
- Search for product information
When customers have questions about a product, they want quick and accurate answers. The Chatbot, which has been programmed with a product database, can provide detailed information in seconds, without the customer having to rummage through web pages or brochures.
- Get information on promotions and discounts
Who doesn't like promotions or discounts? Everyone would love it. However, finding up-to-date promotional information is sometimes quite time consuming. Chatbots facilitate this process by providing information on ongoing promotions or discounts in real-time, ensuring customers always get the best deals.
Although fast and practical, no matter how advanced chatbots are, they have not been able to completely replace the role of live agents. In fact, about 77% of customers would like to have the option of being able to communicate with a live agent, especially for issues such as:
- Product returns
The process of returning products is often considered complicated and confusing by many customers. In situations where product returns have a more complex aspect, live agents are better able to handle those issues. They have the knowledge to cope with situations that cannot be overcome by automated processes.
- Troubleshooting or troubleshooting
Live agents have the ability to think flexibly and creatively in finding solutions that may not be thought of by automated systems. They can offer options that better suit customer needs.
- Complaints about customer service
Submitting a complaint or providing feedback is the right of every customer. In submitting complaints, customers prefer interaction with live agents, because live agents are considered to have more empathy and concern in responding to complaints.
ARSI Smartbot: Solusi True Hybrid Operation dan Live Agent
Understanding the limitations of chatbot, KPSG group introduces ARSI Smartbot which combines artificial intelligence with 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 a personal touch from live agents when needed.
Chatbot does offer many advantages, but it is important to remember that the combination with a live agent is still the key to success in serving customers optimally.
