CX experts agreed that if your customers are not happy, A business can’t be sustained. The logic is very simple — A satisfied customer will come back to make purchases. But even single unsatisfactory experience can deter the customer’s return. We know that it’s cost-effective to retain our existing customers rather than fight to attract the new ones. So how can businesses increase customer satisfaction without spending more?
Though customer satisfaction may look like a product issue but actually it is driven by the nitty-gritty of customer experience. You want every experience sales, marketing, and customer service provided to the customer to meet their expectations. A critical part of this expectation is carried out through communication channels like email, Messages/SMS, and telephone calls.
But let’s get factual, when your CX scores are dropping, you’ll need to find an innovative way to bring it back. Traditional channels in this aspect have saturated their capabilities. With these channels you’ll have to micro-manage each interaction to hold your customers, and it may put extra burden on your customer-facing teams.
A basic chatbot integrated with your website can improve customer satisfaction instantly and automate all the customer touchpoints. It means that a chatbot can carry out a conversation with a customer no matter what they are getting in touch for.
Chatbots can turn customer grievances from monologues to dialogues, a two-way discussion will make your customers feel heard. The Chatbot window will pop-up as customer enters the website and will be ready to offer assistance. Like a Salesman or shop assistant asks whether they could help you with something at the shop, the chatbot will allow you to initiate a conversation with the customer proactively. While the main capability of chatbots is answering the questions, providing an end-to-end experience for your customers with chatbots can boost customer satisfaction levels. While the main capability of chatbots is answering the questions, providing an end-to-end experience for your customers with chatbots can boost customer satisfaction levels.
Customer churn is preventable if the customer’s issue is resolved at the first engagement. Placing chatbots for customer support can significantly reduce the customer churn.
The basic job of chatbots is to answer whatever a customer asks instantly. All you have to manage is to train or machine learn your chatbot with the frequently asked question/queries that you receive. From there, your bot will keep learning continuously and improving as well. A Chatbot learns from the knowledge base (AI based database), from on-going customer conversations with your business. It even can pick up on phrasing and language variations to give the customer a precise answer in no time. So, you’ll never leave any customer unattended or waiting on IVRS. Additionally, chatbots can sense the frustration in customers based on their choice of words by using sentiment analysis. In these cases, the chatbot can immediately hand off the conversation to a human agent. It can also intelligently do the same in the event it is not able to provide the relevant answers to the customer.
Chatbots are easy to use, chatbot can magnify the usability of your website.
Usually, each click a customer makes reduces their chances of going through with the purchase, fewer the clicks, the higher the chances of purchase. That’s why e-commerce companies’ strategy ‘Buy-in-1-click’ is such a big success. Chatbots give customers the ability to achieve their purpose with little-to-no clicks. What you do if your customers want to know more about your product? A chatbot can send them collateral. If they want a demo of your product, A chatbot can set up an appointment in one-click. Each process that was taking days to complete, can be done within seconds with chatbots. Chatbots can also provide your customers order details, can process payment and can help with sharing engaging content (like blogs and newsletters). A chatbot on your website can ensure that no customer leaves your website without taking action towards a sale.
A well-trained/Machine-Learned chatbot can be as personal as a human agent. Consistent and error-free automation make chatbots more reliable and customer-friendly.
Chatbots can be fed customer information by integrating them with the applications like CRM. This information can be used to give personalised answers. Chatbots can also track the user activity within your website to understand what your customer is trying to achieve, for example, if a customer repeatedly visiting the pricing page over a couple of days you can reach out to them with prompting a message and can offer them more information or a pricing discount. By assuring customers that they are important to the business, you will gain their satisfaction.
Customers usually don’t stay for a feedback message at the end of a toll-free call. But, chatbots can simplify the feedback collection with the touch of a button. After each interaction, chatbots can ask whether the chatbot was able to answer the customer was looking for. A chatbot can ask feedback into three categories: Unanswered, Improvement Required, and Under-performing.
Unanswered: The questions for which the chatbot couldn’t answer can be labelled as ‘unanswered’. It will indicate that there’s no answer around these questions in the Knowledge Base. Improvement Required: The questions for which 10 different variants or phrases are not added in the knowledge base can be labelled as ‘improve coverage’. It will be an alert to add the other ways/phrases customers can ask the same question so that the chatbot can give precise answers no matter what. Underperforming: Answers, which are downvoted may be 10 or more times, can be labelled as ‘underperforming’. It’s can be an indication that the answer isn’t helpful and needs to be changed or improved.
Chatbots can provide updates on transactions. Customers like receiving updates about their online purchases.
It shows that that brand is concerned about their purchases. Transactional Messages beat promotional messages in terms of Click-Through Rate (CTR) and open rates.
After a purchase, the best way to retain a customer is by providing post-purchase support and services. It is important if you want to deliver some instructions or manual regarding your product.
The customers can also rate the products and give direct feedback to the customer support chatbot. In case the customer is not happy and gives negative feedback, the chatbot can schedule a call with live agent to help dissolve the issue or situation.