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Technological advancements happen so quickly in business that it can be hard to keep up!
Many businesses are leveling up their customer interaction game by employing tech features like chatbots.
Chatbots have revolutionized businesses by providing new ways to interact with customers on a variety of topics.
However, is this new approach to business worth it? In this article, we aim to provide you with the reasons why it is!
Whether you’re a seasoned business owner or a brand new company, chatbots can add serious improvements to the average customer experience of your organization.
In fact, we’ve come up with 15 benefits of chatbots for your customers and business.
Rest assured, you will see how chatbots can improve your customer strategies in more ways than you may be aware of.
The 15 reasons you should implement chatbots
- Creates personalized customer experiences
- Provides 24/7 customer support
- Gain customer and data insights
- Multilingual customer support
- Provides a smoother customer journey
- Resolves customer issues quickly
- Humanize your brand
- Machine learning capabilities
- Ability to integrate with other software
- Provide omnichannel support
- Reduce cart abandonment
- Better user experience and checkout process
- Ability to increase leads and sales
- Collection of customer feedback
- Reduce support team costs
1. Creates personalized customer experiences
Every customer, no matter the product or service, wants to feel special.
However, it is challenging for businesses to single out each customer while also being efficient.
A solution to this problem can be seen with chatbots or programs that mimic human interaction for an array of topics.
Currently, around 1.4 billion people are using chatbots in their everyday lives.
This number will only continue to grow, especially in the business world!
Chatbots are extremely customizable for a variety of circumstances, especially when it comes to business activities.
Chatbots can converse with your customers about recent purchases, help your clientele find new items to love, and assist with any customer service-related queries.
Chatbots can even be attuned to the behavior of your customers and provide the best support for their specific situations.
2. Provides 24/7 customer support
Customer inquiries and concerns do not stop when the business is closed.
Instead of hiring round-the-clock employees to handle late-night customer support, you can use a chatbot.
Chatbots can be perpetually active, which enables them to interact with new or returning customers as they would during the workday.
For example, if a customer buys an item later in the night from your website and quickly realizes that the item was ordered in the wrong color, they can request assistance from your chatbot.
The chatbot can then log the issue and potentially resolve it before the following day.
3. Gain customer and data insights
Gathering customer data and feedback can be tricky for logistical and confidentiality reasons.
However, using a chatbot may allow you to collect marketing and customer service information about your company that could be vital to increasing overall sales and customer satisfaction.
Remember, if you choose to collect customer data, be sure to disclose this prior to initiating a chatbot conversation.
This can look like adding a small disclosure before the chatting begins, which the customer agrees to upon continuing the conversation with your chatbot.
4. Multilingual customer support
Chatbots can be programmed to speak multiple languages, depending on the needs of your customers.
From the customer’s perspective, trying to navigate an issue in the presence of a language barrier can be exhausting and frustrating!
For instance, if you find that your business caters to a primarily Spanish-speaking demographic, you can program your chatbot to speak Spanish in addition to English or any other languages that you’ve included.
Also, this adds an element of personalization that may not be achieved through hiring unilingual staff.
5. Provides a smoother customer journey
Chatbots are organized, efficient, and adaptable, which translates to a smoother journey for customers.
In fact, over 80% of consumers prefer to use chatbots and other technologies like it for a more seamless experience while shopping or requesting a service.
6. Resolves customer issues quickly
Customer issues can be complicated at the onset, but chatbots can get to the core of the problem and help the customer come to a solution.
However, it is important to remember that thoroughness is essential to good customer service.
In terms of chatbots, you’re better off programming them to prioritize spending time with the customer to come to an agreeable solution rather than making efficiency its goal.
7. Humanize your brand
As stated previously, the personalization offered by chatbots is unmatched by prior technologies.
However, it is imperative to remember that many chatbot features are new and may not provide users with the most human responses and conversational feel.
For backup methods, consider hiring someone to oversee chatbot responses.
8. Machine learning capabilities
Machine learning describes the ability of computers to learn from past responses and become more suitable for their tasks.
After exposure to many made-up customers, your chatbot can learn which phrases and word combinations yield the best results.
It can also always learn new things.
9. Ability to integrate with other software
Chatbots can integrate with other software, such as customer relationship management systems (CRMs).
These platforms allow businesses to craft expert marketing approaches based on information and data being fed to the program.
If a chatbot were implemented, its data could theoretically be used with a CRM.
10. Provide omnichannel support
Chatbots can effortlessly integrate with many websites and social media platforms, offering a singular experience to each avenue.
Notably, a common misconception of chatbots is that they can fully uphold omnichannel support.
This approach to customer satisfaction requires collaboration between human employees and technology.
11. Reduce cart abandonment
“Cart abandonment” is a real phenomenon, where customers will build a cart of potential items to buy and then suddenly abandon their cart!
Chatbots can help businesses avoid cart abandonment by their customers through small but meaningful chat pop-up windows.
The message delivered by a chatbot lets the customer know that they’re able to discuss anything about the product or service being offered.
12. Better user experience and checkout process
The checkout process for your online site will either deter or encourage customers to come back and order more items from your website.
Chatbots can serve this purpose by ensuring that users are satisfied and have their questions answered.
13. Ability to increase leads and sales
Although chatbots cannot produce the same sales success as a real person, they can nudge customers in the direction of some items that they might like.
For example, if a customer asks for a certain size in a pair of pants and the size is out of stock, the chatbot can recommend another pair of similar pants and link the correct size and color to the customer.
How cool is that!
14. Collection of customer feedback
Not only can you collect customer trends and purchasing data, but you can also encourage customers to complete a survey at the end of their chat with your chatbot.
The survey can be as simple as requesting a rating of up to five stars.
Make sure the survey questions aren’t too long, or your customers may lose interest in completing the survey.
Also, allow them to optionally elaborate on any question for more detailed feedback.
15. Reduce support team costs
Team support, along with their associated hiring teams and HR personnel, can certainly be expensive for businesses.
Customer support can cost businesses up to 10% of profits, depending on different salary requirements.
Getting the most benefits out of using chatbots
Chatbots are rapidly becoming integral to business success. Chatbots can meet the growing needs and demands of your business, while also prioritizing customer satisfaction.
Additionally, chatbots can be developed and tweaked to suit the structure and goals of your business, which makes them terrific assistants in many capacities.
Whether you choose to implement a chatbot or not, remember that new technologies are formed to make your business easier to manage and more successful overall.