Chatbots are the way to better customer service
Recently, artificial intelligence has been the focal point for a wide variety of articles and discussions. A new threshold crossed, a new era, and a new industrial revolution is born. Google President Eric Schmidt calls this fourth industrial revolution the ”age of intelligence".
Our products and services, as we know them today, are changing fundamentally...
Our products and services, as we know them today, are changing fundamentally: driverless cars, software that can predict what people want to buy, virtual assistants, administrative staff, augmented reality, speech recognition services, education, banking, travel and entertainment. There are lots of topics to address, but in this blog post I will focus on how artificial intelligence can be used in the company's customer service.
Chatbots and customer service
Customer support and service have increasingly moved on to the digital platforms. It is not necessarily platforms that are owned or even controlled by the company itself. Examples of this are chat applications such as WeChat, Slack, WhatsApp and Facebook Messenger.
If you have recently chatted online with a customer service representative, the employee named Camilla or Maria may have been a ‘robot’. A chatbot can be effective for companies that have many inquiries in their customer service or support department.
Customer support and service have increasingly moved on to the digital platforms.
However, it is very important that companies don’t try to fool their customers, or users - it might leave the user, or customer, with a bad experience and ultimately hurt the company's brand. That’s why it’s important that the company is clear about when the user interacts with a bot and with a human being - and what the user can expect.
But chatbots can be a huge help in the customer service department, as the chatbot can lead to a dialogue that wasn’t there to begin with. We are searching today for information on eg. the company's website, and if this interaction begins with a conversation, we can also start building a relationship. If the customer asks simple customer service questions, then the company has the opportunity to continue the dialogue with the customer as the relationship is already established.
But chatbots can be a huge help in the customer service department, as the chatbot can lead to a dialogue that wasn’t there to begin with.
Chatbots have access to millions of customer-centered data. They can spot repetitive problems and questions, as well as predict what causes the problem for a particular user. This does not mean that chatbots can solve all customer service-related tasks, but the service can help the company react quickly to the most common requests around the clock, every day of the week.
Some companies are already beginning to communicate with customers through messaging apps like WhatsApp, Facebook Messenger and Slack. This is because, among other things, that there are more active users in chat applications than on the "traditional" SoMe platforms. In other words, this is where the corporate customers are located. One of the more well-known examples of a useful chatbot is KLM. Next time you're on the go, try KLM's chatbot in Facebook Messenger. If you're hungry, you can just type in an emoji burger and the chatbot tells you where the nearest burger bar is. Clever stuff, right?
The Danish companies are also starting to turn their gaze on chatbots and the many opportunities that are associated with it.
So, what is the value of using chatbots as part of your customer service?
Chatbots can, in the long run, help improve customer service for companies, as they are up 24/7 365 days a year. Additionally, the user can choose to switch to human support for more complicated queries. The change will take place naturally and the company will receive a message that there is a user who wants personal support. You can serve many more customers with fewer resources.
And you probably also know the feeling of wasting your time while the sound of some god-awful ‘elevator’ music fills your ears until you get through to a customer service representative.
And you probably also know the feeling of wasting your time while the sound of some god-awful ‘elevator’ music fills your ears until you get through to a customer service representative. With chatbots you no longer have to wait. In addition, chatbots distinguish themselves by collecting customer data from the conversations they have had with their customers. The advantage is that customer service employees can use this information to customize their own interactions with customers.
Instead of ‘push’ - ie. marketing and information when it suits the business - the chatbot is ‘pull’: The customer approaches the company when it suits him and the chatbot allows the company to provide good service and, even, sell more.
Are you considering using chatbots for customer service purposes?
If you’re considering chatbots for your business, it’s important to focus on solving the customer's problem, rather than what the technology can do. Solve a simple problem rather than trying to create a chatbot that can cover everything.
You can systematically monitor what messages your customers write, that the chatbot isn’t able to answer, and use them to make improvements. In short, chatbots are an effective communication tool that can increase the quality of current customer service. Do not hesitate to contact me if you want to hear more.
Anders Skov Pape
Creative Director, Adapt Mobile