What are the benefits of Chatbot for your company?

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24/04/23

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Written by

Rémi

According to a study by Salesforce, 57% of customer service professionals believe that ChatBot will soon become a key service channel. With this in mind, ChatBots have emerged as the solution for increasing your users' satisfaction without requiring a greater "time" investment on the part of your teams. Better than that, conversational bots are a way of not only saving your teams time, but also increasing their productivity: by relieving them of secondary tasks, the bot enables them to devote the time thus saved to higher value-added missions. Let's get started!

What is a chatbot

Before getting to the heart of the matter, let's take a moment to define exactly what a ChatBot is.

Far from being a new technology, the first chatbot, ELIZA, developed by MIT professor Joseph Weizenbaum, saw the light of day in 1966. A far cry from the chatbots we know today, ELIZA played the role of a psychotherapist, interpreting patients' statements in the form of questions using keyword recognition.

It was finally in 2010, with the appearance of Siri, Alexa, Cortana and many others, that the conversational bot became popular. In concrete terms, a ChatBot, or conversational agent, is a computer program that simulates and processes a conversation, enabling a physical person to ask questions and receive an immediate response. You've probably already conversed with a chatbot without even knowing it.

There are two main categories of ChatBot:

  • Programmed chatbots are currently the most widespread category of chatbot, despite their rather basic functionality. These conversational assistants are able to provide answers to the most frequently asked questions, such as informing the user of opening times.

 

  • Predictive chatbots: More sophisticated and interactive, predictive chatbots or virtual assistants learn and improve as conversations progress. Relying on predictive analysis, they are able to analyze the behavior of previous users to improve and personalize the answers given according to the profile of the interlocutor.

ChatBot

Why use a chatbot

Used by companies, the primary objective of a chatbot is to improve the customer experience by providing the user with a means of obtaining information, even outside customer service working hours. Let's take a closer look at some of the many benefits a chatbot can bring to your business:

1 ChatBots increase customer engagement

The data collected by the ChatBot enriches your customer database, enabling you to acquire new information about your potential buyers to adopt more relevant communication and create more targeted marketing campaigns. Armed with more information about your prospects, you can create an adapted buying path and, if necessary, make modifications to your products to meet your customers' expectations and needs. By creating a personalized offer, you ensure customer satisfaction, which in turn leads to customer loyalty.

Some ChatBots go even further, offering redirection to agents if they are unable to interpret the data and thus respond to the request. This prevents customers from getting stuck in a dead-end conversation that would ultimately dehumanize the customer relationship and undermine satisfaction.

2 Relieve your customer service

Chatbots don't just improve the customer experience. It saves time and simplifies the management of requests made to your customer service department. The ChatBot can help users find the answer to a problem within your FAQ or help center, thus limiting the number of requests made to your support team. Its VoiceBot version can filter and direct incoming calls according to the user's request. The end result is time savings and greater peace of mind for your teams, who can now devote themselves to higher value-added missions.

3 Boosts sales

From simple information to online payment, ChatBots can be present at several key stages in the purchasing process, making them a real asset for boosting your sales.

Instantaneous, 24/7 availability enables your visitors to obtain information on your products/services even outside your customer service opening hours, enabling them to place an order without having to wait for a return from you. This speeds up the sales process. The ChatBot can also be transformed into a veritable personal assistant. By asking the visitor questions, it can gather valuable information enabling it to make a selection of products and services likely to appeal to the user, and thus increase the purchase basket.

Using an in-house ChatBot

Very often used for customers, ChatBots also offer many advantages for internal use within your company.

1 Automates human resources work

Far from the idea of replacing human resources, the ChatBot is presented as a third-party solution enabling the department and its employees to avoid recurring questions and focus on higher value-added missions. In this way, employees can go directly to the conversational agent to obtain information on vacation requests or other recurring queries. But the ChatBot can do much more, supporting the HR department in other tasks specific to the department, such as recruitment, by offering candidates the possibility of querying the latter for information on available vacancies.

2 Simplifies change management

Informing and facilitating the implementation of a major corporate change, such as the introduction of new software within your organization, can be a real headache for your IT teams. That's where a ChatBot comes in, to make the job of supporting employees easier. The introduction of new software raises a host of questions that a conversational bot can answer, easing the burden on IT teams.

3 Customer service support

In addition to its external use for visitors, the conversational agent is a real ally for your customer service staff, helping them to respond to incoming requests as quickly as possible. The conversational agent acts as a search engine, enabling customer support to find information more quickly, thus reducing response times. As in the case of health insurance with AmeliBot, ChatBots help manage peak demand in times of crisis by offering policyholders a communication channel available 24/7. Thanks to this solution, not only does the business save time, but so do its customers. Gone are the days of repeated calls or waiting on the phone for simple information or to reschedule an appointment.

Combining a chatbot with online appointment booking

Agendize integrates with many conversational bot solutions, enabling professionals in all sectors to "enjoy" the combined benefits of these two digital tools. As a result, you can offer users the possibility of making an appointment with an account manager to discuss all aspects of their needs and define an appropriate solution together.

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