There is no doubt that customers are the core of any organizational structure. Most organizations invest heavily in customer support teams to address their problems and requests.
Is there a way to quickly resolve their issues on time and not keep them waiting?
Yes, with the help of AI. AI-powered chatbots special database have revolutionized customer support by providing instant answers and minimizing the effort of support agents. Let’s find out more about it.
What is a chatbot
A chatbot is an application that is used to communicate with customers and helps organizations improve customer service. For example, if you want to know the details of a trip you want to take, you can visit a certain website and a chat window will appear. You can start a conversation by asking your query, which the bot itself does. It answers your questions very quickly, just like a human.
The chatbot uses machine learning and artificial intelligence algorithms to quickly respond to customer queries. It provides instant answers to frequently asked questions by collecting information from websites, knowledge base articles, blogs, etc. in a split second.
So how does AI help with customer queries?
Imagine the struggle of customer support teams trying to answer hundreds of customer queries daily via phone, email, WhatsApp, etc.
Sounds pretty hectic, right?
AI-powered bot technology reduces the amount of support transactions with chatbots and enables real-time interaction.
Gartner seems to have predicted it correctly!
By 2022, 70% of white-collar workers will interact with conversational platforms on a daily basis.
The Role of Chatbots in Customer Service
If you think chatbots are meant to replace support agents, you’re wrong. Bots free up your agent’s time by quickly answering routine or common customer queries. It also helps your agents focus on complex issues.
Chatbots simplify the interaction between agents and customers. With bots, you can respond to customer queries in bulk by setting up pre-defined responses.
There is a limitation to the use of a chatbot. Some tasks should only be performed by agents. For example, answering queries by listening to the customer's tone is not possible with technology.
So, bots are used only as tools to improve the efficiency of the query system and reduce the effort of agents.
How can organizations benefit from chatbots?
Key Benefits of Using Chatbots
There are countless benefits to using chatbots, but we'll only cover four of the main ones:
24/7 support: If your customer asks a question at 2am, don’t worry. The bot will be available to resolve the issue quickly, minimizing the burden on your support representatives. With 24/7 support, customers won’t have to wait long for their questions to be resolved. Chatbots help reduce your investment and also reduce customer churn.
Increase response speed: By initiating responses within minutes or seconds, you will be able to respond to more requests in less time, which is certainly not possible if you do it manually.
Collect Feedback: Chatbots can collect customer feedback in real time at any point in the customer journey. Bots can ask customers to rate the conversation, leave a review of the service, etc. and record it directly into your system.
Monitoring Customer Satisfaction: Bots can monitor customer satisfaction by tracking feedback data. You can use this data to generate results in the form of Customer Satisfaction Score (CSAT) or NPS (Net Promoter Score) . This allows you to better understand your customers and make necessary changes to your products and services.
Do you also want to optimize customer service in your organization?
Vtiger Chatbot for Optimized Customer Service
Vtiger Chatbot is designed to take customer service to the next level by integrating with your business knowledge base and responding quickly to queries. Part of the AI Computation, this chatbot, trained using Large Language Models (LLM), instantly solves common customer problems.
Here are the main benefits of using Vtiger chatbot:
Full Customer Support: Users get extensive customer support regardless of time zones and business hours. This is due to the 24/7 chatbot availability feature that helps ensure a quick response.
Fast Resolution: The chatbot efficiently manages all repetitive tasks, which opens the door to increased productivity and also gives customer agents more time to address high priority issues.
Personalized Responses: Vtiger Chatbot helps improve customer satisfaction by providing responses that are tailored to your queries.
Accurate and efficient interactions: As the Vtiger chatbot learns and adapts using BotQuery recordings and feedback, it continuously improves.
If you are a CRM user, use the Live Chats module based on Vtiger Chatbot.
