Help! Customer service is flooded with questions and customer satisfaction is declining due to increasing waiting times. The focus on the customer becomes clouded and the agents become bored with the many routine questions they have to answer on a daily basis. Do you recognize yourself in these scenarios? Then it is clear, you are ready for a chatbot!
1. My customers are frustrated by the long wait times
Due to digitization, customers are increasingly able to find organizations through digital channels. Organizations are expected to be available 24/7 through multiple channels to help customers get started. Questions flood in via email, live chat, WhatsApp and Facebook Messenger…
It’s no wonder that service agents can’t always keep their heads above water. As customer contact professionals we have compassion, but of course customers do not always understand this. They become frustrated by the long waiting times and quickly lose interest in your service or product.
How do you keep the customer connected to you and ensure that they remain satisfied with your service? A chatbot is the solution! This virtual assistant doesn’t take a break, is never sick, doesn’t have a 9 to 5 mentality, doesn’t go on vacation and is a master at multitasking. The chatbot helps several customers at the same time, is tireless and incredibly fast.
We have added a chatbot to our WhatsApp channel to handle messages efficiently. We hope to be able to help customers with the WhatsApp Business API both well and quickly. – André Tuinenburg, Head of Customer Care at Sunweb Group
2. My customers are not always helped with the right answers to their questions
A mistake is quickly made. Unfortunately, a small mistake without any malicious intent can have major consequences for an organization. If a customer is not satisfied, he or she can leave a scathing review on a review platform or via social media. You want to prevent this.
A chatbot does not make mistakes if it is well trained. This virtual assistant can obviously not know the answer to a question, but if you train it properly, it can provide the right answer next time. In the meantime, you can route the customer to a live agent who can answer the question.
3. My employees lose motivation due to the many routine questions they have to answer continuously
The high turnover of service employees does not come out of the blue. The agents often find the work too repetitive and they lose motivation due to the lack of challenge.
By using chatbots you ensure that the boring, repetitive questions are not continuously on the plate of the service agents. They can therefore focus on more complex questions and they can deal with high emotions of customers. These challenging tasks ensure that the employees get more satisfaction from their work and that they get to work motivated every morning.
By answering the simple questions with a chatbot, the customer service employee can also focus better on giving good advice. This ultimately makes the work for the customer service agent much more attractive. – Jasper Meijerink, Strategic Project Manager at Aon.
4. Due to the high turnover in the customer service department, we lose a lot of knowledge and expertise
Many organizations will be able to confirm it; turnover in customer service departments is often high. This is unfortunate, because service agents build up a lot of knowledge throughout the year that is lost when they leave the organization.
With a chatbot you don’t have to worry about that. These virtual assistants learn using Artificial Intelligence (AI) in machine learning continuously. This way they can only answer more questions over time.
This knowledge and expertise remains in the organization as long as the chatbot is online. In fact, you can also extract the knowledge of the chatbot, so that you can learn a lot more about your target group with the help of a large dataset.
As in any customer contact center, we’re dealing with attrition, so information comes and goes. We strive for quality customer contact and guaranteeing substantive knowledge has a positive effect on this. The chatbot helps to maintain that quality. – Eric van Tilburg, Team Leader Study Guidance NCOI
5. The number of customer inquiries is increasing, but I can’t keep expanding the customer service department
Service agents are highly sought after employees. Job boards are full of calls for temporary and permanent employees. But is continuously hiring employees the solution or is it like mopping with the tap open?
Don’t get me wrong, chatbots cannot run a customer service department on their own. It was not. It is precisely the use of the combination between people and technology that ensures the best results. Chatbots can easily catch routine questions. This saves a lot of time and therefore a lot of money.
Ultimately, it is about the ideal mix between machine and employee. That’s where the future lies. – Zinho Parisius, Customer Service Manager at HTM.
6. I have enough visitors on the website, but they are not converting enough
You put your entire marketing machine into action to get people to the website. Once they arrive, they linger for a while, but you lose them again quickly. Then you have no contact details of these visitors and you do not know where the doubt strikes not to purchase a product or service after all.
In addition to chatbots that help with customer service, there are also variants that can help you with marketing and sales related matters. Do you notice a high bounce rate on certain web pages? You can use a chatbot to find out where the problem lies. A chatbot that provides assistance on a page or even makes recommendations can be just the extra trigger someone needs to purchase a product.
To bot or not to bot?
Is your customer service department facing challenges due to the sharp increase in customer inquiries? Chatbots can do up to 80% of all standard questions. 56% of website visitors even prefer a conversation with a chatbot to a telephone conversation with a live employee, but of course only if it concerns simple questions. I’m curious, are you considering hiring a virtual employee?
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