How Chatbots Can Increase Business Productivity

During the last year, online purchases have increased to levels never seen before, and with it, the importance of the user experience and, therefore, customer service services grows.

Companies are seeing how investing in technology is, now more than ever, necessary and essential and more so when the customer service sector is characterized by being one of the most technologically advanced, in order to offer customers a better experience and reduce operating times costs.

The post-pandemic customer is a much more demanding customer, so offering an excellent user experience is, today, and a key factor for all companies. To do this, companies must be customer-focused, as it is no longer enough to provide fast and friendly service as shown in the Zendesk report, which states that 75% of customers are willing to spend more in those companies that offer them a good experience.

In addition to the increased demand from consumers, they also demand a multi-channel experience that must be covered through different channels that will require different interaction models. Companies must be able to manage all this to offer the user the best experience, regardless of the channel through which the request arrives. Chatbots are defined as the best option to promote communication between company and client and, such is their importance that, according to Gartner, more than 50% of companies will spend more annually on the implementation of bots and chatbots than on development of traditional mobile applications.

Chatbots seek to optimize conversations and automatically respond to user messages through specific solutions such as WebChat, an instant messaging system widely used by new consumers as it allows them to communicate with the company through its website in real time, ask questions while browsing and get informed without obligation while maintaining anonymity.

How Chatbots Can Increase Business Productivity

masvoz, a company specialized in communications for companies, highlights how the implementation of chatbots and the use of tools such as WebChat can increase the productivity of companies:

• Reduction of costs from interactions with customers due to the automation of the process, but without neglecting a high level of quality of customer service. Bots take care of the most repetitive and simple tasks so that employees can focus their efforts on those more complex functions. Thanks to this, companies can automate communications and interact with customers 24 hours a day, 7 days a week.

• Increased conversational experiences and improved user experience: Artificial Intelligence (AI) in bots helps companies accurately analyze customer behavior patterns across all channels, allowing them to prevent problems sooner that arise thus offering a more proactive and personalized customer experience. In addition, the connection of these tools such as WebChat with the company’s own CRM allows obtaining user information that agents can consult to give an adequate response to their customer needs and improve their experience.

• Multichannel responses: Thanks to the integration of services such as WebChat in customer service platforms, it is possible to answer calls and answer messages at the same time and in the same environment. In addition, there are systems that allow directing the customer’s call to the most appropriate agent to resolve the issue that concerns him. In this way, the user gets an instant response and avoids going through different operators. This leads to an increase in the effectiveness of calls, since the speed in solving the problem or query is the main aspect for a good customer experience. Also, employee times are improved thanks to these solutions.

• Optimization of call center resources: The cohesion between technology and agents allows us to offer a service adapted to the client’s needs, unifying data and segmenting. This personalized customer service supports the work of call center agents, as customer’s value feeling heard and valued by the company throughout the process.

“The definitive change towards online consumption requires the development of more precise technologies that help us offer quality customer service to obtain a better user experience that translates into a higher degree of satisfaction. Therefore, more and more companies are expected to implement voice analytics, AI and chatbots tools, among others, to further streamline internal processes, reduce costs and offer unmatched customer experiences that allow them to retain customer loyalty and, therefore, increase their productivity, ” says Nacho Ginés, Product Manager, masvoz.