Introduction
Chatbots are like the digital butlers of today’s world. While they might not deliver sugar-coated answers, they provide exceptional value to businesses that focus on the best customer as well as employee experiences.
In a recently concluded survey, the global usage of chatbots is expected to multiply by 5 times in the coming years. This is where the need of deploying chatbots in your platform is highlighted.
In this article, we will explore the top 10 benefits of chatbots for improving customer experience. By the end of this short read, you will understand the importance of deploying chatbots on your platform and attracting the right audience.
Before you jump into this article, we would suggest that you read this one for better understanding – Understanding The Technology Behind How Do Chatbots Work?Â
Top 10 benefits of chatbots
We have discussed chatbots in previous articles, so we will straight away get to the benefits of chatbots for various businesses. Let’s get started.
Provide fast, 24/7 customer service
Customers expect quick and hassle-free service, even during peak times. Chatbots step in to handle the initial interaction, offering instant responses that eliminate wait times. Because they’re available around the clock, chatbots can provide 24/7 global support, ensuring customers get help whenever they need it—even when live agents are unavailable.
Let’s understand with an example. A media hosting service uses chatbots to assist international customers outside standard business hours. With chatbots, customers can quickly access information or get answers to FAQs in just minutes. Since adopting a chatbot, the media agency has improved customer satisfaction (CSAT) by 3% and cut down first resolution time by 17%.
Offer more personalized experiences
While customers understand that chatbots collect personal data, they also expect it to be used to enhance their experience. In fact, according to our CX Trends Report, 59% of consumers interacting with chatbots expect their data to personalize future interactions.
When AI chatbots integrate with systems like customer service tools, marketing platforms, or CRMs, they can deliver personalized interactions. For instance:
• Crafting messages tailored to the customer’s journey stage.
• Recommending products or services based on preferences, behavior, or demographics.
• Sharing details about new products or services relevant to the customer.
• Asking customers if they have questions about items in their cart.
• Providing order updates without requiring customers to input details.
Deliver multilingual support
In today’s global marketplace, customers can shop from anywhere in the world. That makes breaking language barriers essential for a great customer experience. Chatbots equipped with multilingual capabilities can bridge this gap by communicating in multiple languages.
These bots can either ask for the customer’s preferred language at the start of a conversation or use AI to detect it automatically based on the customer’s inputs. Whether through voice, text, or chat, multilingual chatbots can handle common queries and tasks in the customer’s chosen language with ease.
Ensure consistent support
Customers rarely interact with the same support agent twice, and with varying levels of expertise, there can be inconsistencies in the service they receive. While businesses work hard to improve training, chatbots provide a consistent experience by pulling answers from a centralized, reliable knowledge base every single time.
Chatbots are also designed to stay calm and professional regardless of the customer’s tone. If a customer expresses frustration or anger, chatbots can recognize this and respond empathically, helping to de-escalate tense situations.
Offer convenient self-service options
Another research says that 37% of agents conclude that customers become frustrated when they can’t complete simple tasks on their own. Chatbots alleviate this by offering self-service options, empowering customers to handle basic issues independently or quickly find information when it’s most convenient for them.
For example, Kenyt.AI bots can guide customers to community forums, FAQ pages, or help center articles. They can also put to use your existing knowledge base to answer common questions. Plus, as chatbots learn from every interaction, they continuously improve their self-service capabilities over time.
Provide proactive customer service
Chatbots can also help businesses stay ahead by delivering proactive support. By monitoring website activity, they can engage with customers before issues arise.
For instance, an e-commerce site might use a chatbot to greet returning visitors and inform them that an item in their cart is running low on stock. Similarly, a financial services company could use a bot to answer common questions about loan applications, making the process smoother for customers.
Additionally, chatbots know when to escalate. They can offer to connect customers with live agents or sales reps when additional assistance is needed to complete a purchase or resolve a question.
Deliver omnichannel support
Today’s customers use multiple platforms—like phone, email, social media, and messaging apps like WhatsApp and Messenger—to communicate with brands. They expect seamless conversations across these channels, allowing them to pick up right where they left off, no matter the platform or device.
Many businesses fall short here, but using chatbots can give you a competitive edge. By integrating AI chatbots with your existing tech stack, you can connect conversations across channels and deliver a smooth, unified experience. Whether customers reach out via email, your website, or a messaging app, chatbots can provide timely responses on their preferred platform.
Collect customer feedback
Chatbots can make it easy to gather customer feedback at the end of an interaction. They can prompt users with a quick survey, such as a single question asking how their experience went. Customers might rate the service on a scale of one to five and even leave written comments for more detailed input.
To increase participation, chatbots can offer incentives like discount codes or special deals in exchange for completing the survey. Additionally, businesses can analyze chatbot conversation logs to uncover recurring issues, frequently asked questions, and insights into popular products or features.
Reduce customer requests
By handling repetitive inquiries, chatbots can significantly reduce the workload on support agents. They intercept potential tickets and provide self-service options to help customers find answers to common questions. This frees up agents to focus on more complex cases that require human expertise.
Typical requests that chatbots handle include:
• Providing order status and tracking information.
• Offering details about products or services.
• Assisting with returns or refunds.
• Helping with account balancing and payment issues.
• Collecting customer feedback.
• Guiding users to self-service resources.
Detect customer intent for added context
AI-powered chatbots go beyond answering questions; they can analyze customer intent and sentiment based on the language used in messages. Here’s what this means:
• Customer intent: The chatbot identifies what the customer is trying to accomplish, such as inquiring about a product or checking an order status.
• Customer sentiment: The chatbot detects whether the tone of the message is positive, neutral, or negative.
When a chatbot hands off a conversation to a human agent, it can share these insights, giving the agent more context to personalize their responses and address the customer’s needs effectively. This added understanding also helps prevent escalations in the future.
Conclusion
With Kenyt.AI, you can take your customer service to the next level. Invest in AI-powered agents and innovative technology to stay ahead of the curve. Kenyt.AI empowers businesses to personalize customer interactions, tackle complex inquiries autonomously, and free up human agents to focus on more nuanced, high-touch customer needs.
Frequently Asked Questions
Chatbots improve response times, provide 24/7 support, enhance user engagement, reduce operational costs, and personalize customer interactions.
While chatbots are highly effective for routine and straightforward questions, advanced AI-powered chatbots can also manage more complex inquiries by deploying machine learning and integrations with knowledge bases.
Chatbots enhance customer experience by offering instant assistance, guiding users through processes, reducing wait times, and providing accurate information tailored to their needs.
Yes, chatbots are highly beneficial for small businesses as they automate repetitive tasks, save time, and provide a cost-effective way to engage with customers round-the-clock.
Aaron Jebin is an enthusiastic SAAS technical content writer interested in writing for new and existing technologies, platforms, and tools. With an experience of over 4 years in technical writing, he is keenly focused on developing articles to provide readers with complete solutions to the common problems that arise in the everyday workplace. His writing mostly focused on team building, work ethics, business analysis, project management, automation, AI, customer and employee engagement methodologies. He has an interest in baking cakes and making stained glass art. He is currently honing his drifting skills.
