How to use Chatbots for Customer service?
Chatbots are growing in popularity, and one everyday use case is for customer service chat, where customers have started communicating with a chatbot to resolve issues with the option to connect with a human agent to solve more complex problems.
However, implementing chatbot support into your customer service team can be tricky.
Businesses of all sizes should be using chatbot because of the advantages it provides to customer service teams.
How to Use Chatbots for Customer Service
1. Create a seamless experience
The best chatbots are hard to tell whether they’re human or machine. That’s because the bot has created such a positive experience; you don’t know who or what’s on the other side of the chat.
The critical part language and phrasing, which plays a significant role in the success of your bot. It has to be made sure that the vocabulary being used and the phrases that your customers understand. And, the preset responses need to apply to all possible inquiries to create a conversation flow.
2. Make the bot’s widget clear to the viewer
The chatbot is not of much help is the viewers can see it hence rather than hiding the bot it should be on an individual page or within your knowledge base. Try adding a widget which is an icon that displays in the corner of each page of your website and links users directly to your chatbot. Whenever the widget is clicked, the chatbot is launched.
3. Have bots compliment human reps
It doesn’t matter how good the chatbot is it can never replace human representatives. Theemotional intelligence represented by humans cannot be presented by a chatbot, and this emotional intelligence helps diffuse difficult situations. When customers have issues that your bot can’t solve, you need to have an attendant ready to intervene. Studies have shown that 86% of consumers want an option to transfer to a live agent if a service issue becomes too complex for a chatbot.
4. Provide off-hour or 24/7 support
If you have a website for your brand, then it is evident the customers will visit from around the world.
The most significant benefit of the chatbot is that you can use them to provide 24/7 support. If the problem is more complex, the chatbot will acknowledge the request and provide the customer with an email to follow up with.
5. Include proactive features
A chatbot is a relatively new concept, and some customers may not be aware of how it can help them. They may think the bot widget is some upsell or cross-sell that they should stay away from. But chatbot service providers are booming in the market as they are an excellent tool for the sales teams across different sectors and industries.
Click here to know the benefits of chatbot.