How to take customer service to the next level with a chatbot

Level: Beginner

Improving customer service means adapting to the needs of the modern consumer.

A recent Gartner study shows that 55% of Millennials and Generation Z will use the product/service less if their issue could not be resolved in self-service.

55% of consumers between the ages of 43 and 11 will use the product/service less if their issue could not be resolved in self-service.

– Gartner

This data highlights two undeniable realities: first, consumers are more demanding than ever, and second, their consumption habits are very different from previous generations.

The key question we need to ask ourselves now is: how do we adapt our customer service to avoid losing customers and, as a result, deliver an experience that exceeds their expectations? As the title of the post suggests, by using a chatbot for customer service.

1. PROVIDE INSTANT ANSWERS

The most common friction point in our customers’ experience is often the lack of immediate responses, which can be addressed by incorporating digital channels such as WhatsApp, social media or an online chat managed by a chatbot that provides instant responses.

Unlike agents, the bot is capable of handling millions of concurrent conversations without compromising the quality and effectiveness of its responses.

Following a pre-defined conversation pattern, it responds instantly to customers with the primary goal of determining their needs and emotional state, and if it has sufficient knowledge, it can solve the problem or, alternatively, transfer the conversation to the best available agent.

2. OFFER SELF-SERVICE

In addition to providing immediate answers, the chatbot can also provide instructions on how to return a package or resolve a problem that is reflected in a user manual.

If we feed the bot with all the documentation for our products/services, it will be able to answer all questions related to this information.

In addition, as it is able to analyse large amounts of data in a matter of seconds, its response will be instantaneous.

3. DELIVER PERSONALISED EXPERIENCES

The most fascinating aspect of the chatbot is its ability to track a ticket or recommend a product based on the customer’s profile.

If we give it access to our ERP or CRM system, where this information is stored, the bot can request the customer’s ID, identify them in the database and, for example, provide the status of an issue.

In addition, generative AI relies on an algorithm that can “create itself”, allowing it to cross-reference data to recommend products/services.

4. HELP AGENTS

Through an internal chat, agents can ask it any question: What is our return policy? What discounts has this customer taken? What orders have they placed before?

Without agents having to manually search for this information, the bot provides it instantly.

We need to remember that the chatbot is another member of the customer service team, so we can also use it to help agents provide faster and better service.

FINAL THOUGHTS

Collaboration between artificial intelligence and agents is essential to improving customer service. Not only because we can offer immediate responses 24 hours a day, but also because we can consider adding more touch points with our audience.

Remember that once the Spanish Customer Service Act is passed, it will be strictly forbidden to use chatbots exclusively, so the conversation must be transferred to a human agent if the customer specifically requests it.

Thinking about implementing a chatbot for your customer service? Get in touch with our team of experts by calling +34 900 670 750 or filling out this form.