Redefining customer experience with AI-powered chatbots

[Paul_Santilli]

Redefining customer experience with AI-powered chatbots:

A great customer experience is very critical to the sustained growth of any business. Research has shown that "there is an 80% increase in revenue when businesses focus on customer experience. In fact, 70% of buying experiences are based on how customers feel they are being treated", which results in their view of your brand and thereby impacts factors related to your bottom-line including revenue. However, since the outbreak of COVID-19, customer behavior has changed dramatically. With face-to-face customer service interactions severely limited, businesses have experienced significant growth in chatbot use.

With the enforced work-from-home, customer support operations have undergone difficulties in adapting to work remotely with lesser resources at hand. On the other hand, customers have been struggling to contact support and receive help with orders promptly, resulting in huge a backlog of support requests, delayed response to customer queries, stacks of unanswered calls and emails for the companies. Amidst this crisis, we have witnessed how AI-powered chatbots have played a crucial role in businesses to automate and boost the customer service workflow and create a better customer experience. Ways how chatbots are transforming customer experience:

24/7 customer service:

Your business will no longer need 24/7 human support- Chatbots can do the job well. Customers expect you to be there whenever they need support. Unlike live chats, chatbots are available for customer conversation & assistance round the clock, which improves customer satisfaction & retention.

Collect customer feedbacks:

Collecting consumer feedback is an integral task for any business. They follow a more traditional method of collecting customer feedback via surveys and questionnaires. With chatbots, the process becomes more seamless. Bots collect feedback through interactions with customers while they are shopping on the website. All this is a natural part of an ongoing conversation without making it feel like a task for the customers.

Less waiting time:

Remember the awful music played when the customer care executive puts you on hold? With chatbots, you no longer have to face this. Chatbots can reduce customers’ wait time by ensuring that they have access to the information they need immediately. Moreover, if bots can assist customers with basic queries & information, it automatically frees up the time for human agents who can help consumers with more complex queries.

AI-powered Chatbots are still considered an emerging technology, however, they are gradually changing how businesses support their customers. Bots have gained huge traction especially during this pandemic and are expected to earn more popularity in future. So, what's your take on chatbots and their role in customer service?

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Paul Santilli
Hewlett Packard Enterprise

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