The era of social distancing has further rendered the need to engage customers with utmost care and kindness. Nowadays, most communication happens over a company's website, social media profiles, or customer care number. While, initially as well, chatbots have been proven to be a beneficial investment, with additional developments such as Artificial Intelligence, they have now taken a pivotal position in delivering flawless customer experience.
The importance of chatbots has gained momentum due to a shift in expectations of the evolved consumer of the 21st century. Various industry reports indicate that over 40 percent of customers appreciate 24x7 support and are more likely to stick with brands available to guide/ help them at any given time. Thanks to the increased level of connectivity, customers expect faster turnaround time, instant query resolution, and access to the required information on tap.
Chatbots empower businesses to dramatically improve their CX strategy and meet the expectations of the new-age customers. They prove to be highly beneficial in engaging with customers on the website and add sparks to their experience.
The functions of a chatbot can range from simple to complex depending upon your business, expectations, and other technologies integrated. However, if you are an e-commerce company, chatbots are something you can’t ignore for acquiring tangible and intangible assets. Chatbots enabled by platforms like CXInfinity, Google Cloud Dialogflow, Genesys Cloud CX, etc offer the following additional benefits to e-commerce firms:
Decreases Cart Abandon: If every item added to the cart is bought, company revenue will improve by at least 30 percent instantly. Many times the last-minute decisions change the values of a customer’s shopping list. Here chatbot can intervene and allow customers to see more positives of buying the product(s) they are about to abandon. A proactive push can further convince a half-hearted sale process to reach its full potential.
Instant Response to Customers: Chatbots help showcase relevant information regarding the products a customer may like. A chatbot can guide a loitering customer to find a goldmine of products they like to buy in alignment with AI, customer search and purchase history, and other factors. Not only this, but chatbots can also help connect the customer with a relevant calling agent who can further take matters into its hands to resolve any query and complete the sales.
Relevant Documents for Product Guidance: Today, customers are very sensitive to product details, ingredients used, and any critical information that helps them make a purchase decision. For example, some people may be only interested in ‘Made in India’ products or ‘Vegan’ products. Here chatbots can allow users to access in-depth information on the products they are interested in buying. Instead of the customer leaving your website to search for product information on search engines, chatbots can throw the required information within the same window.
Personalized Experience: Chatbots are extremely useful for customers who aren’t too happy about searching the products and doing any research. Customers can simply ask the chatbot to share details of the latest products added in electronics, and a chatbot can further assist the customer in finding a product of their choice, thereby making the shopping experience a personalized one. Further, AI chatbots can also offer great product recommendations to the customers based on their profile and purchase pattern. InfiBOT Express, which is an AI chatbot designed to transform CX across channels, leaves no customer unengaged by extending human-like conversations via virtual agents.
Irrespective of many technological advancements to improve CX, the voice continues to be the most preferred query resolving option for customers. In fact, 93 percent of people opt for the voice for immediate help. Now, with help from technologies such as NLP (Natural Language Processing), Multilingual NLU, and NLU (Natural Language Understanding), chatbots can respond to customers in the language they understand. Depending on the complexities involved to handle the customers, most queries can be resolved at a chatbot level, while others can be immediately transferred to a calling agent. Here, the chatbot is empowered with the sensitivity of recognizing a problem that needs human involvement to be resolved.
Further, chatbots will make the customer experience more exciting and add an element of awe, capturing the imagination of any user that interacts with the modernized and culturally aligned bot.
Chatbots have come a long way now. From being discarded by customers due to its mechanical engagement, they have now evolved as the most preferred touchpoints for customers to get their queries resolved. Undoubtedly, chatbots will make businesses more agile and customer-centric. Companies using chatbots are 60 percent more likely to improve resolution times which is a critical aspect of customer retention. Leveraging AI chatbots further boosts the value of a brand and strengthens the relationship with customers. Hence, chatbots will be an essential addition to improve business efficiency. We can expect multilevel innovations in chatbot functioning in the future, enabling it to command customer experiences.