Smart bots are here to revolutionize the world of CX. There are many benefits, but what are the main ones? Here we present them to you 5 advantages of incorporating them into your omnichannel strategy customer service.
If there is one thing that has been talked about lately, it is experience. CX departments are those that have grown most rapidly in companies with a service and user-centric vocation.
In this way, chatbots have become undeniable allies in the race to the podium of excellence. We have known them and worked with them for years now. But what is most valued by users and clients? We investigate success and failure cases to identify the most appreciated benefits that every leader who designs experiences should know.
✔️ USER CENTRIC EXPERIENCE AVAILABLE 24 HOURS A DAY
According to studies by Blake Morgan (Senior Contributor at Forbes), for executives at a global level, the CX is the biggest factor influencing the growth of your companiesIn these cases, smart bots are an excellent ally. The main challenge is training them. For this reason, a no-code, accessible platform with an efficient and close support team are key to ensuring that your company's chatbot performs its role consistently.
✔️ CONSISTENCY
The omnichannel demands that there be Consistency in organizational communicationsA chatbot must ensure that the interaction experience is always homogeneous, regardless of the channel. It can be refined based on previous interactions, reports and customer feedback. In all cases, consistency through the use of a bot is 100% guaranteed, as long as it is implemented properly.
✔️ INSTANT TRANSACTIONS
All companies have automatable processes that can be done instantly through a bot. Actions such as: schedule a medical study, reporting a traffic accident and sending a proof of payment, are easily received and executed by this type of technology. If we add to this the possibility of making the conversation accessible through a high penetration tool such as WhatsApp, the Customer satisfaction increases even more.
✔️ BY HUMANS, FOR HUMANS
Chatbots were created by people, in order to improve other people's experience. For this reason it is that flexibility is another of the most valued aspects. Interacting with a bot does not have to be a cold and distant experience. We can program them to have personality and character. By integrating resources such as emojis and empathetic expressions, the culture of a company is reflected in them. When the conversation becomes easy and pleasant, the brand is humanized and that, without a doubt, is a triumph.
✔️ PERSONALIZATION
Bots can provide a personalized experience to those who interact with them. This is thanks to the possibility of keeping a record of previous interactions. Companies that dealt with high volumes of daily interactions with people did not imagine how their customers' experience would improve thanks to the incorporation of a bot. Today, conversations can take place -almost- you to you and bring the concept of “relationship” closer to what used to be an impractical and tedious instance.
We live in an uncertain and volatile world. The past year has placed us, from one minute to the next, in a context of extreme uncertainty and changing conditions. A code-free interface, which allows users to adapt their experience instantly and with complete autonomy, becomes a key factor for companies around the world.
Surely all this leaves you thinking…
The perfect moment will hardly ever come. But the need will. If you were still doubting it, surely the reasons for Incorporate a chatbot to your customer service team are even more obvious than you thought.
👉 You may also be interested in:
- This post about Omnichannel Strategy.
- This success story of Using chatbots via WhatsApp.
