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What are the benefits of Chatbot for your business ?

January 25 2022 | Florentin


Modified on 16/03/22 | 6 minutes read


Digitalization

Many people think that there will be a before and an after Covid-19. The pandemic that has been shaking up the world as well as purchasing behavior since December 2019 has already had many repercussions on consumer expectations. The latest studies carried out formally attest to this. Digital, already very present at the heart of the purchasing process, is tending to become widespread.

According to a study by Salesforce, 57% of customer service professionals believe that voice assistants will soon become a key service channel. Based on this observation, the ChatBot stands out as the solution to increase the satisfaction of your users without requiring a greater "time" investment on the part of your teams. Better than that, conversational bots are a way to save your team's time but also to increase their productivity: by relieving them of secondary tasks, the bot allows them to devote this time thus saved to missions with higher added value. . On the way, we explain everything to you ! 

What is a chatbot

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

Far from being a new technology, the first chatbot, ELIZA, developed by Joseph Weizenbaum, professor at MIT, was born in 1966. Far from the chatbots we know today, ELIZA played the role of a psychotherapist by interpreting the affirmations of the patients in the form of questions thanks to the recognition of key words. 

It was finally in 2010 with the appearance of Siri, Alexa, Cortana but many others too, that the conversational bot became popular. Concretely, a ChatBot, or conversational agent, is computer software that simulates and processes a conversation offering the possibility to a natural person to ask questions and obtain an immediate answer. You have certainly 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 functionalities. These conversational assistants are able to provide answers to the most commonly asked questions such as informing the user about opening hours.

  • Predictive Chatbots: More sophisticated and interactive, predictive chatbots or even virtual assistants learn and improve over conversations. Based 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.


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Why use a chatbot

Used by companies, the primary objective of a chatbot is to improve the customer experience by allowing the user a way to obtain information even outside of customer service working hours. Zoom on some of the many advantages that the Chatbot has for your business:

1 Increase customer engagement

The data collected by the ChatBot enriches your customer database allowing you to acquire new information about your potential buyers to adopt more relevant communication but also create more targeted marketing campaigns. Equipped with more information about your prospects, you can create a suitable buying journey and if necessary make changes to your products to meet the expectations and needs of your consumers. By creating a personalized offer, you ensure the satisfaction of your customers, which itself leads to their loyalty.

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

2 Relieve your customer service

The Chatbot does not just work to improve the customer experience. The latter saves time and simplifies the management of requests made to your customer service. The ChatBot can help users find the answer to a problem within your FAQ or your help center, thus limiting the requests made to your support. VoiceBot makes it even possible to filter and direct incoming calls according to the user's request. Ultimately, this results in time savings and greater peace of mind for your teams, who can now devote themselves to missions with greater added value. 

3 Boost sales

From simple information to online payment, ChatBots can be present at several key stages of the purchase process, which makes them real assets for boosting your sales

The instantaneousness and its 24/7 availability allows your visitors to obtain information on your products/services even outside the opening hours of your customer service, thus allowing visitors to place an order without having to wait for a return from your go. The sales process is thus accelerated. The ChatBot can also be transformed into a real personal assistant. By asking questions to the visitor he can collect valuable information allowing him to make a selection of products and services likely to seduce the user and thus increase his shopping cart.

Using a ChatBot internally

Very often used for customers, the ChatBot also has many advantages for internal use within your company. 

1 Automate the work of your HR

Far from the idea of ​​replacing human resources, the ChatBot is presented as a third-party solution allowing the service and attached employees to avoid recurring questions and devote themselves to missions with greater added value. Thus, employees can go directly through the conversational agent to obtain information on the request for leave or even other recurring requests. But the ChatBot can do much more by supporting the HR department on other department-specific tasks such as recruitment by offering candidates the possibility of questioning the latter to obtain information on the offers available.

2 Simplify change management

Informing and facilitating the implementation of a major change within the company such as the implementation of new software within your organization can be a real headache for your IT teams . This is where a ChatBot comes in, facilitating the support work to be done with employees. The implementation of new software raises many questions that a conversational bot can answer, thus relieving the work of IT teams.

3 Support for customer service

In addition to external use for visitors, the chatbot is a real ally for your customer service employees to help them respond as quickly as possible to requests received. The conversational agent acts as a search engine allowing customer support to find information more quickly, thus reducing response times. Similar to health insurance with AmeliBot, the ChatBot makes it possible to manage demand peaks in times of crisis by offering policyholders a communication channel available 24 hours a day. Thanks to such a solution, the business saves time but so do the customers. No more repeated calls or telephone waits for simple information or to reschedule an appointment.

Combining a chatbot with online appointment scheduling

Agendize integrates with many conversational bot solutions to allow professionals, in all sectors of activity, to "enjoy" the combined advantages of these two digital tools. Therefore, your users have the opportunity to make an appointment with a customer service representative and thus agree on a personalized meeting time to address all aspects of the needs and define together a suitable solution.

 

Would you like to know more about our solution and its many integrations ? You can now make an appointment with one of our account managers by clicking on the button below :

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This article was written by
Florentin
Strategic Accounts Director