Businesses that put chatbots instead of human customer service representatives in front of their customers have a good reason for doing so.
Although nothing beats the human touch, so to speak, a chatbot is more than capable of giving every customer what they want—a direct answer to their question.
If you’ve been running an online store for quite some time, you would know for a fact that you can never teach a customer to be patient.
They get frustrated every time their call is placed on hold for too long or their question is not answered immediately.
Still, the fact remains that they keep you in business, so you have to make sure that their issues are resolved fast.
What do customers think of a bot?
More than 50% of online shoppers in the UK are considering using a chatbot.
They have no qualms about relying on this artificial intelligence (A.I.) powered application to understand a brand better, especially if a bot can answer their questions accurately.
Close to 40% of them even said they will gladly use A.I., if it were available on a website, to buy clothes; think eBay ShopBot.
From their standpoint, there is not much difference between talking to a chatbot and a real person—if anything, it’s going to improve their online experience.
However, buyers of high-value products like jewellery and cars see a big difference between a human customer service rep and a bot that simulates human conversation.
This group of cautious shoppers prefer to have someone walk them through their journey and answer their questions in detail.
Three reasons why you need a chatbot
Because they recognise and react to human speech, chatbots come in very handy in the day-to-day operations of a business.
They are programmed to analyse customer data, hence an excellent tool for addressing frequently asked questions on your site, which in turn could increase your sales.
Whether you’re an online start-up company or a seasoned eCommerce entrepreneur, the list below explains how using a chatbot can benefit your business.
#1 Chatbots work 24/7.
#2 They can respond quickly to simple questions.
#3 You can program a chatbot to forward a difficult question from a customer to yourself, or to your members of staff, in a timely manner.
Chatbots are, no doubt, among the latest communication tools that you should take advantage of for your eCommerce business.
Fusing their efficiency with your customer support’s interpersonal skills is surely going to make your customers happy, which is tantamount to higher sales.
Are you considering a chatbot support system for your website?
We’d love to hear from you in the comments below.
To your continued success,
Dave & Matt