When speaking of customer service, we generally think of it as a way of solving problems in a relatively short period of time. It sounds like a simple action, but when we go into detail, things get a little more complicated. When consumers contact customer service, all support representatives may be occupied and some issues may take some time to be resolved.
Fortunately, support has changed a lot since the 1960s when the first call centers appeared. Besides phone support, nowadays we have email, live chat and, most importantly, chatbots. These last element has completely changed the image of customer service and managed to fulfill actions that were hardly possible to be done. Among these, we include:
Bots increased the success of support processes and made them cost and time-efficient. This is a win-win situation for both customers and businesses. Let’s take each of these one at a time.
Waiting to speak with an available support agent and being transferred from one support representative to another are two situations customers want to avoid. They create unpleasant experiences and can determine whether someone will still work with your company or not.
Customers usually expect answers quickly. For instance, 41% of consumers expect an answer within 6 hours via email and 32% want relevant information within 30 minutes via social media. Add this possibility. The longer they have to wait for an available support agent, the quicker they may want answers to their questions.
When speaking about transferring customers to other support agents, studies show 89% of customers feel frustrated because of this procedure. What’s more, 26% have gone through this action without receiving a solution for their problem.
So what options do customers have in order to avoid these situations? Chatbots are the solution in this case. They’re time saviors and can get the job done in no time. The idea is customers may not know exactly how to get in touch with them.
When entering a website, usually there is a button or a message which invites customers to chat. They can ask questions about products, services, prices and customer support issues. Basically, they can use it to contact customer service chatbots. The great part in this story is that the answer they are looking for can be at just a few minutes away. They can avoid the unpleasant situation of waiting for a support agent to speak with them. Also, support bots can deliver various sources of information, from actual explanations, tutorials, videos to product documentation. This way, customers can understand what’s going on and find a solution which works for them.
As a business owner, you may wonder how chatbots can help save your time. Their strongest point is they can fix problems and respond to customers’ questions faster than support representatives. We are not referring here to the most complex issues (even bots can need some time to fix them), but to the simple repetitive ones.
There are some questions your support agents receive again and again. This happens because customers are new, not accustomed with your offerings or don’t know in which other place to look for answers (FAQ, product documentation). So their fastest solution is to contact customer service representatives.
Chatbots can save you here, as they can easily deal with repetitive tasks, while support agents deal with more complicated issues.
What you can do is put a visible icon on your company’s website and tell customers they can use it to chat whenever they need. It’s important for them to know about this option. Also, you can select what type of problems can the bot deal with. If you believe some issues are too complex for the bot, you can select for customers to be automatically directed towards a support representative.
Chatbots are a great way to contact customer service as they are efficient time-saviors which provide excellent results and can help you grow your business.