How a Real-time Chatbot Can Help Convert More Customers
When a customer has a query about products from your brand, picking up the phone isn’t always the best option for them; it may bring in hassle. They may just need to fire off a quick query, don’t have time to write an email, or wait a long time to be connected to a customer support agent. At times, it takes a long time to make a phone call or write an email, and this may turn down a potential sale into a lost customer. It can even turn a brand loyalist into a dissatisfied customer. This is the reason why multiple customer service teams are embracing real-time chat instead. Real-time chat, through an AI chatbot software, is a way of messaging customers directly from your websites or other instant messaging platforms, like Facebook Messenger, WhatsApp, Apple Business Chat, or lesser-known Line.
The messages are usually text-based, though you can also receive and send images, videos, gifs, and even stickers. This could be very similar to what people do when chatting with friends.
With that being the introduction to AI chatbot software, check out some of the benefits they can bring to an organization.
Benefits of AI Chatbot Software
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Gives customers answers faster
One of the main benefits of live chat is also among the most obvious. Replying to a message in real-time takes much less time than sending an email or giving out information over the phone.
On average, customer service agents take 46 seconds to reply to live chat messages. This is not as quick as speeding things up with live chats, where agents can take up two questions, and even two chats within that time.
Even more importantly, real-time chat means customers get their queries resolved faster. This is very crucial since Accenture reported that for 24% of customers ‘fast resolution of issues’ was one of their top considerations when making a purchase.
As a result of this, there is no frustration within such a small period. Plus, customers appreciate that you care enough to help them quickly and not leave them on hold for a long time. Real-time chat is a vital tool if you are tracking response time as customer services KPIs.
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Boosts conversions and forges deeper relationships
With the right software integrations, you can program real-time chat window on your website to also send messages to customers at the most crucial points in their buying journey.
When any customer land on certain pages or completes certain actions, you can reach out to them and check if they need help with any questions or provide more information. In the process, you can even nudge them to the next stage of their buying journey, head complaints, and even reduce the bounce rate on your website.
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Takes pressure off your customer service team
Not every customer query needs your customer service agents to drop everything and jump on the phone for an extended call. Instead of that, many questions your agents handle daily can be solved with just a couple of basic information-gathering questions and by providing some information in return.
But then again, how do you know which customer questions need a very long phone call and which could be answered in a few quick sentences?
AI chatbot software can help you segment customers as per the time needed to resolve their queries. With the deflection of the frequently asked questions (FAQs) and the simple fixes, you will ensure your customer service team spends more time on the bigger problems that need a phone call or at least an email.
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Makes it easy for customers to reach out to you
Did you ever wonder how many sales you can miss out on because a customer has a query about your product but isn’t bothered to find a way to reach you? Looking for the contact us button can be a chore and require multiple clicks.
Or how many customers tell themselves they will call you later but never find the time?
One of the biggest advantages of real-time AI chatbot software is that it removes most of the barriers that stop consumers from reaching out to your brand. Instead of leaving your website and even open up an email or picking up the phone, they can just click on your chatbot window and start typing to initiate a conversation.
With those barriers taken out of the equation, customers get their problems solved quicker. They stay on your website for a longer span of time. And they build a stronger relationship with your brand.
What Real-time AI Chatbots Can Do for Your Organization?
Live chat software is the technology that enables real-time messaging. However, live chat apps do more than just create a chat widget for your website. Any good chat software will have several other features too. Look for an AI chatbot software that offers:
- performance tracking and analysis, so that you can see how many queries you are answering, their response times, the total number of resolved tickets, and even dig deep into when, where, and why the customers use your real-time chat
- a chatbot technology, so you can automate replies to the FAQs
- canned responses that will let live agents respond with a pre-written answer to common questions or queries
- self-service components that will let customers select the topic they want to talk about so you can solve their problems quicker
- integrations with a CRM and ERP systems that will let you look at a customer’s query in the context
- chat triggers that will let agents send a message to customers proactively when they complete certain actions or reach certain pages
Summing Up
Chatbots, both internal as well as external, are an important addition to digital transformation. For example, using chatbots can bring huge improvements in how a brand interacts with its customers. Omind Technologies, for example, offers sophisticated tools for employee management, quality assurance, and AI chatbot software.
All you need to do is get in touch with your requirements and all the information. But again, don’t forget to take a free trial.
