Chatbot for Customer Experience Management

June 8, 2017


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"The Customer Experience is the Next Competitive Battleground."
Jerry Gregoire

In the 1950s, Alan Turing introduced the idea of the Turing test to evaluate whether a machine could be indistinguishable from a human. Turing predicted that by the year 2000 a computer program could be capable of convincing 30% of the people that it was human. Almost two decades after 2000, the popularity of chatbots is increasing. Recently, several brands have introduced an intelligent conversation agent for enhancing interactions with the customers. According to Gartner, artificial intelligence will amount 85% of customer relationships by 2020.

Assuming that Gartner is right, we can say with confidence that chatbots will play a major role in delivering superior customer experience to the customers during the next years. We all know that customers can make or break a business. Firms of all sizes from different industries need to go through an aggressive digital transformation to ensure that they improve their customer service, thus gaining an advantage over the competition.

Technology is changing the way we interact

All of us interact with technology day by day. Today, 2.3 billion people own a smartphone and simultaneously the usage of messaging apps has been growing. Currently, WhatsApp, Facebook Messenger, QQ Mobile, WeChat, Skype, Viber, and Line are the most popular platforms for messaging. Apps that were once developed for getting in touch with friends and family are now the newest playground of companies. Chatbots can be leveraged into all these popular messaging apps, therefore engaging with the customers is easier than ever before.

How will an AI conversation agent help your organization to streamline its processes and improve the customer experience management?

Do you want to learn more about Youredi's BOT? Grab a copy of our product sheet by clicking here.

As consumers, we are all familiar with the experience when we get low-quality customer service. That time when we had to wait over the phone to speak to a representative and then talk to another one and finally another one before they found all the necessary data that was needed for handling the case. Or that time when we never received a reply to the complaint email we sent some time ago. Or even worse, we received a template reply that had nothing to do with our case.

If you think about it, here lies a few issues that could be right away solved just by deploying a chatbot. The cost of hiring customer service representatives is expensive from training time to salaries. Investing in a chatbot is significantly cheaper than dealing with human customer service agents. Due to the restricted number of associates, answering complaints or inquiries earlier could take days if not weeks. Since we are talking about an advanced technology that is powered by artificial intelligence and machine learning, chatbots can understand customer request and provide relevant answers and help. Additionally, all this in a manner of seconds instead of days or weeks. After all, in most cases, majority of the queries and complaints is something that could be automated – the hired workforce should be used to serve customers in more complex situations.

From an enterprise point of view above we have seen several benefits of the chatbot: cutting costs, becoming more efficient by automating customer service, as well as having all data available at one place in an instant.

Personalized experience is the way towards success

However, this article aims to focus on the importance of chatbots from a customer point of view. What are the perks of talking to a bot for the customers?

Obviously, we all want to receive answers to our problems as quick as possible. More importantly, though, we want to engage with the companies through the messaging apps we are already using. It's not an exaggeration to say that the app craze is probably over, people don't want to download millions of apps. It's time for the bot craze when brands interact with the customers through the channels they use the most.

The most important element in terms of using a chatbotcustomer experience management is probably the need for personalization. Customers want to feel that their case is important and their problems and needs are understood well. Therefore, a chatbot that can utilize all customer data available and it can answer customer questions more precisely than a human agent.

Chatbots can be certainly utilized for more than just handling customer service requests and many industries are looking for implementing one for different use cases, as we discussed in our previous post. Some think that bots could entirely replace search windows, they could help with submitting quick and easy purchases over the phone, and offer personalized recommendations or discounts. When you plan to make a bot, it is important to take into consideration your target audience. How do they interact with messaging apps? What are they looking for in terms of service, recommendations, and offers? Tailoring the bot to meet the needs of your customer segment will set you up for excelling at customer relationship management.

Keep your customers happy

Top brands, like H&M, booking.com, Disney, NY Times, Burger King, Macy's, KLM, and many others are already using chatbots successfully. Have you been looking for ways to improve your customer experience management? Look no further, digitalization is the way to go. Conversational bots are breaking ground right now and you don't want to miss out on the opportunity to provide a more innovative customer service approach than your fellow competitors. Acquiring a new customer and losing him because of poor customer service is extremely expensive. Keeping them happy doesn't need to be.

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