There are many ways to connect with customers and make problem-solving faster and more efficient. If you've ever looked for new ways to improve your customer experience , you've probably heard of chatbots and wondered what they are.
Tools like this speed up service, without necessarily ceasing to be personalized and humanized , improving the customer journey .
Do you know what a chatbot is and why it might be a good option to implement one in your business?
Check out our tips right now!
What is a chatbot?
Chatbots are software that simulate human speech and are capable of interacting with the user in an automated way , according to their programming.
They can work in different ways, with some being programmed based on predetermined rules and others using Artificial Intelligence (AI), being able to interpret and respond to messages through Natural Language Processing, or NLP.
Chatbots can also utilize machine learning, the practice of using algorithms to collect data, learn from it, and make decisions based on it by automating the analysis process .
In the case of chatbots, the software is trained to translate the information provided by the user.
The data, called input data, is analyzed by the bot, forms a context and creates identifications.
This way, the machine can discover new patterns in the data on its own, extract them, and save them .
This tool is constantly improving and has been used to serve customers, provide information about services, sell products, deliver content, among many other functions.
Chatbots operate across a variety of web , whether in proprietary applications, websites , or social media . They generally have simple interfaces and are easily accessible to users.
7 reasons why you should implement chatbots
As you've seen, chatbots are simple to understand.
Now that you know a little more about what a chatbot is, let's share some good reasons for you to implement this strategy right now!
1. Agility in service
Speedy service is one of the main reasons for using chatbots. Having software with automatic responses reduces waiting times for support, whether by phone or chat .
Providing prompt and timely responses improves the customer experience and gives your company several positive points.
Furthermore, if the problem is bigger than the chatbot can solve, it can direct you to real-life support, but with prior information about the customer and their needs .
And more than agility, the chatbot gains in availability .
Your employees won't be available 24/7, but the software will be. This way, customers can receive responses regardless of the time they contact you .
2. Reduces repetitive work
Many contacts that companies receive through their relationship channels are for simple information queries and repetitive questions .
Just as having a FAQ makes these answers easier, having a chatbot saves employees time, allowing them to focus on customers with greater needs .
3. Greater engagement with customers
Good relationships with customers are a constant pursuit for companies and, to establish themselves in the market, grow and maintain their reputation , it is essential to think about their audience .
Chatbots are practical ways to convey what your company is like to your customers, demonstrate how important your audience is, and thus further increase engagement and satisfaction.
Chatbot software for quick, informal conversation with the customer .
In it, you can use a lighter tone and even joke with the audience, creating even more pleasant interactions.
4. Quality of service
Human service, no matter how well-trained your team is, can vary depending on a number of factors , and unfortunately, customers won't always receive the same treatment and leave satisfied.
The chatbot offers a unique service, with intelligent filters and standardized information. This way, the service will always be the same for everyone who contacts it, and the quality will always be high .
5. Stand out in the market
It's very important to stand out in the market and get ahead of the competition, so implementing a chatbot can be very valuable for your brand image .
Companies that reinvent themselves, innovate, and think about the customer always come out ahead in terms of public taste.
The more satisfied your audience is, the greater the chances of them doing business again, and the more likely they are to spontaneously promote your brand , attracting new audiences.
6. CRM Integration
It's essential for a company to have a good CRM to store customer information and fully understand their journeys.
With this system, you can integrate it with the chatbot, generating even more data and information for your database, personalizing and speeding up customer service even further .
7. Enables the application of satisfaction surveys
Collecting feedback and conducting satisfaction surveys is the best way to understand what your customers think of your company.
With chatbots, there's another opportunity to conduct research. Through quick, practical questions, users can offer new insights into potential developments in your business.
Conclusion
Some people fear using chatbots because they'll "take" employees' jobs. Anyone who thinks this is wrong—and very much so—after all, chatbots are great allies in optimizing and streamlining processes .
Having a means of automatic and programmed responses takes the effort out of repetitive responses from teams, allowing them to focus on truly strategic actions for the public .
Chatbots are already a major reality in the markets, and having them can make all the difference to your business.
Do you already use a chatbot or have you considered implementing one? Now that you know more about chatbots, check out some important tips for online !
