The digitalization of businesses is growing at a rapid pace. Customers demand that products and services be available 24/7 throughout the year. Because of this demand, customer service chatbots are becoming increasingly popular among businesses.
A chatbot is a software program that uses Artificial Intelligence and Machine language to operate. A customer service chatbot is being used in the e-commerce business for improved customer service. These chatbots are available 24/7 and can also help customers make shopping decisions.
The time of flaky customer service has come to an end. Now, 75% of customers are willing to spend more money to buy from businesses that offer a better customer service experience. That is why customer service has become one of the most important elements of e-commerce businesses.
Online businesses are using customer service chatbots on their website to achieve consumer satisfaction. For example, you can make more profits from your Shopify virtual store by using a Shopify chatbot.
Let's take a look at a few ways in which these customer service chatbots help to improve customer satisfaction.
Faster Dispute Resolutions
Customer service chatbots can answer consumers’ questions in an instant. As a customer, it gets tiring to be waiting in line to speak to the customer executive on the phone. Chatbots can simplify this process to resolve disputes on chat windows.
An online chatbot will have ready answers from a list of FAQs provided by the company. This saves time for both customers and businesses. It also leads to a better service experience since there is no more waiting time on issue resolution.
For example, if you have a virtual store on Shopify, you can simplify your customer service by using a Shopify chatbot. Oftentimes, customers have very basic questions like tracking their delivery or rescheduling delivery dates. Chatbots can provide instant help with such queries and save time.
Provide 24/7 Support
Virtual stores have gone global. You will have customers sitting in London and India, with different time zones. You need to provide accessible 24/7 customer service. It is hard for humans to be constantly present to resolve customer issues. Chatbots make this process a cakewalk.
You can have a customer service chatbot sitting round the clock to help customers. They don't need sleep, nor do they get pressured with increasing chat requests. When chatbots are unable to answer a query, they can forward it to a human employee.
Chatbots can handle a large capacity of queries at once. Your online store can continue to offer top-class customer service, even when most of your employees are on leave. A brand that is always ready to serve 24/7 makes customers happy.
Deliver Personalized Experiences
Online businesses can personalize the user experiences with the help of an AI chatbot. Chatbots use artificial intelligence to study previous conversations with customers and analyze their search history. This helps to build insight into each client. It enables in delivering a personalized experience tailor-made for each customer.
For example, suppose a client likes to buy dresses of a particular color. The customer service chatbot can suggest her dresses of the same color when she shops next. Not only this, but a chatbot can also recommend her shoes that go well with her dress. They can also suggest new fashion trends to follow.
Chatbots can also personalize conversations. They can address people with their names and tell them about the latest offers of the company. This makes the experience almost human-like and personal.
Customer service Chatbots also make suggestions based on the user's purchase history. They can advise customers when they are confused between buying two products. It's almost like talking to a friend. These fun conversations lead to customer satisfaction.
Analyze Customer Data and Improve Services
Chatbots can analyze customer data to generate reports on customer demands and needs. This can help a company innovate products according to customers’ likes and dislikes. They can also inspect the issues customers are facing at large.
These research insights can help you improve customer experiences on your online Shopify store as well as your website. Customers will be happy when their demands and likes are taken care of.
There are also specific types of Chatbots called Leadbots. They specialize in generating leads for your business. These chatbots can oversee user engagements with your online store. They initiate fun conversations with users to convert them into sales. All this translates to better customer service.
Promote Smoother Conversations
AI Chatbots have the advantage of appearing like a human. But they think like a well-programmed machine. They ensure smooth conversation in the following ways.
- They do not feel pressured while facing a lot of queries at once.
- Oftentimes, humans get frustrated when asked repetitive questions. Customer service chatbots do not have emotions. This helps them to deal with repetitive questions with ease.
- They show the same patience and dedication to each client. They also answer clients' questions faster. They help the customers as long as they desire. This leads to increase in customer satisfaction.
- Humans can also become tired of repetitive work and make a mistake. But chatbots always follow a set of guidelines and are error-proof. They can direct calls to a human if they face a question they can't answer. But they never give a wrong answer. This way, you are providing a trustworthy experience to consumers.
- They are always polite with customers as they are programmed to be so. Humans can let their emotions get the best of themselves. This generally happens while dealing with rude clients who use foul language. But chatbots behave in an equal manner with everyone and provide prompt answers.
Servicing a Larger Audience
A customer service chatbot can communicate in many languages. This makes your global customer service experience smooth. It also makes the customers happy when they can freely communicate in their language.
Installing a chatbot for your website means you will be embedding it in your web design. This way, it can connect with all your social media applications. By doing so, your chatbot app can serve your customers on social media sites as well. It enhances your customer service experience.
You can compare different chatbots based on technical criteria that are relevant to your business. This can help you find the one that works best for you.
Learn more about chatbots and omnichannel customer service:
➡️ Multichannel vs. omnichannel customer service: what you must know
➡️ How to use omnichannel to improve your customer retention
➡️ How to improve customer relationships by using an omnichannel platform
➡️ What is omnichannel and why is it so crucial for businesses
Chatbots can help businesses improve their customer service experience to a great extent. AI chatbots are designed by experts to deliver you the best results.
Invest in a good customer service chatbot application. You will witness a gain in sales on your website or online store because of a better customer experience.
With increasing technological innovations, every business is embracing chatbots to enhance customer experience. It would be wiser to adopt them to remain competitive in the digital space.
Dan has hands-on experience in digital marketing since 2007. He has been building teams and coaching others to foster innovation and solve real-time problems. Dan also enjoys photography and traveling.