AI is one of the most important buzzwords in marketing for a reason – it works. Companies across the globe are finding ways to use AI to reduce costs and scale up marketing efforts. Businesses are becoming more precise in their audience targeting. There are very few downsides to effectively using AI driven algorithms!
One of the least expensive and most effective uses of AI is the chatbot. Virtually every business in the know has at least experimented with chatbots in place of customer service teams. If you have not personally experienced the level of customization and personalization the modern chatbot brings to a conversation, you may just be surprised at how effective it is. As a matter of fact, you have probably had a conversation with a chatbot online without even knowing it.
Let’s take a look at some of the ways that chatbots can personalize your customer service process.
One of the most frustrating situations for the modern consumer is to be told to wait. This is a world of instant results! The chatbot can help your business bring personalized responses in a timely manner, something that might have been impossible if you were reliant on a traditional customer service team. Modern chatbots are also intelligent, so you don’t lose out on any of the personalization that would come from a human interaction. Your chatbot may even be able to predict the question in some cases.
Believe it or not, chatbots can actually create more engagement. Many experts consider them the future of brand engagement. When you engage your customers, they proceed towards the finish line more quickly. As an example, chatbots can actually start a conversation with your customer to update him on a sale or promote a timed offer. The AI driven algorithms that are in use today can target customers with offers that are most relevant to them, which human agents cannot do.
Chatbots are Cost Effective
You can actually scale your customer service efforts without losing out on any personalization wtih chatbots. If three of your customers have the same question at the same time, a single chatbot can handle all three. Compare this to the traditional customer service team that would take three agents. You now have more money to spend on personalizing the chat to match the tone of the customer.
Chatbots Don’t Get Tired
Agents have the potential to get tired and impatient during long question and answer sessions. You can completely eliminate this potential issue from the process by using chatbots. Imagine having a team of customer service reps who can stay on the phone 24 hours a day, seven days a week, answer dozens of calls at once, and never get mad at a customer for a little spat. This will definitely help to personalize your process, because customers that receive any negative emotions for any reason usually do not return to the brand.
Keep the perspectives above in mind when you think about your next customer service investment. You may have found a scalable and cost-effective solution for your customer service division in the chatbot!