How can our chatbots benefit your business? You can see a list below for few use cases from different industries. We’ll show you how companies of all shapes and sizes are using chatbots for various tasks in the fields of Customer Service, Marketing and Sales.
The list of the features and use cases is endless and our Chatbots solutions can certainly do much more than the list below. As time passes, more and more businesses will be taking advantage of chatbots and our AI technologies.
Plus, let’s not forget that our chatbots give companies the ability to provide 24/7 instant services to customers in a human-like manner. Such a fast and smooth customer service help companies build brand loyalty and bring new clients to the business with lower advertising costs. Just take a look at this or this use cases on how our chatbots help companies increase customer satisfaction score and provide a superior service.
1. Answer Questions And Inquiries – simple to complex scenarios
Say a company holds an event. Prior to the event, they hype it up by marketing, in hopes of attracting as big an audience as possible. Now, it’s up to the customer support team to guide the audience and answer any questions that come up.
If the audience is small—say 20 to 50 people— this is not a difficult task. But what if 1000 people are coming to the company’s event? Or 5000? Or even 10,000? What then?
In this case, providing high-quality support and guidance is not an easy job. Here, a chatbot, thanks to its 24/7 presence and ability to reply instantly, can be of immense help.
The company organizing the event can set up the chatbot to answer common questions like:
- What does the ticket cost? And where do I buy it?
- How do I get to the venue?
- Who will be speaking at the event?
- What’s the schedule of the event?
- Are there any hotels nearby?
Once the chatbot is set up, the company can add it to their event’s webpage and/or app then let it interact with customers.
- Book Tickets To Events/Shows With Q&A
Before making a purchasing decision, most customers will ask the same types of questions regarding what they are buying. Answering such repetitive questions will take up your customer support’s valuable time and resources.
A better solution would be to deploy a chatbot on your website and design it to answer basic questions your salespeople get regularly. These can be questions like:
- Which movies are playing today?
- Can I get a refund for my ticket?
- Which seats are available?
By answering such questions, a chatbot can guide a customer and solve their problem for them. But that’s not all. A chatbot can also help the customer take the action they want.
The chatbot also lets visitors view the trailer for the movie they want to watch – which helps them make a buying decision. This means the chatbot, in addition to providing support, also helps increase sales.
This application of chatbot isn’t just limited to movie theatres. Performers, sports teams, organizations, nonprofits, and anyone creating an event can use chatbots to smoothly sell tickets to their fans and audiences.
- Chatbots to help you Find Products, Check Inventory and Recommend Items
Sometimes, the only thing standing between you and a sale is a customer’s inability to perform a simple action themselves in order to find what they want and make a buying decision.
In this case, customers simply look for an easy way to contact a customer support agent to help them solve their ‘problem.’ This can be something as easy as asking for a recommendation or something more complex like checking inventory for a particular item.
For a customer support agent, these are cumbersome tasks. Checking for inventory is something a customer can do by searching for and visiting a particular product page. And as for making recommendations, support agents know that coming up with suggestions can take up a lot of time.
A solution to help free up customer service agents’ time would be to get a chatbot to handle these sorts of questions. Here’s why:
Chatbots are fast at searching through data: A customer support agent will have to manually check if a product is in the inventory. A chatbot, thanks to its ability to look through your website’s database, can provide an instant answer.
- Chatbots can make personalized recommendations: You can set up your chatbot to make recommendations and ask questions to your customers. Based on the replies a customer gives, the chatbot can make relevant suggestions regarding what the customer should buy.
Again, all this will free up your customer support agents’ time, which they can use to solve the more serious problems of customers who need to interact with a human within your company.
E-commerce websites, like those for clothing stores, food delivery, or flower delivery services, can use chatbots for this task, especially because their customers often ask for recommendations and check the area of that item in stock before ordering.
- Chatbots for the Remarkable Customer Experience
Chatbots don’t have to be serious and purely transactional. You can design them to go through a buying decision by creating a ‘quiz’, telling jokes along the way, and sending the occasional meme.
In addition, chatbots are very effective at giving instruction. For example, they can quickly show pictures of products, give clickable options, provide live links to Google Maps directions and more.
This makes a chatbot a really useful technology that customers will have fun interacting with. And any positive experience a customer has using your chatbot will go a long way to elevating your company’s brand image.
- Ease with Return and Exchange Requests
One of the most common requests customer support agents get from customers is for refunds and exchanges. Companies often have a clear policy in place for processing such requests. This means, for customer support agents, performing most refunds and exchanges is a repetitive and monotonous task.
As such, a chatbot, if designed to carry out the company’s refund and exchange policy, can certainly execute these tasks instead of customer support agents in your company.
In fact, you can ‘bake’ this function right into the chatbot’s chat window with an option clearly labeled ‘get a free refund’. And of course, in the same way, a chatbot can make a refund, it can also process item exchanges as well.
- Confirming Orders And Tracking Shipping
After buying a product, customers may want to know how much time remains until their product ships. Usually, there is a complicated process in place to do that. Customers have to go through their email to find the shipping number of the product they bought, then go to the company’s website from where they bought the product. Then they have to go to the delivery service’s website to enter the shipping number.
No wonder many customers prefer asking a customer support agent to provide their product’s shipping status.
A better solution overall would be to employ a chatbot. Customers can simply enter their product’s shipping ID there and get a status update.
Our Chatbots can provide information on orders and shipping.
- Collection of Customer Feedback with Ease
Every successful business has one thing in common: They deliver outstanding customer service for their great products that customers actually want. And the way they do that is by using customer feedback. Because no matter the number of intelligent people your company has, no one can tell you how to improve more than an actual customer.
But how do you collect customer feedback from a wide-ranging set of customers? Every company that tries to do surveys experiences one thing: it’s tough getting customers to participate in your surveys.
The number one reason for this is the friction on customers face when a company asks them to take part in a survey. You see, most of the time, the customer has to click on a link (usually through emails) to go to a new webpage, fill out a lengthy form, and type in answers. But this is not an effective way to conduct surveys.
In fact, various studies have shown that traditional surveys over emails have a 10% open rate with less than 5% completion rate in the best of cases.
Plus, it doesn’t matter how much a business ‘requests’ a customer to take part in your survey. If doing that requires a lot of effort, they simply won’t. Unless the company is a brand that customers are very much loyal to.
Here’s what companies must remember: Surveys are only for the benefit of the business, not the customer. That’s why it is the company’s job to make it easier for customers to provide feedback. Fred Reichheld, who invented the NPS (Net Promoter Score) made a similar comment: “The instant we have the technology to minimize surveys, I’m the first one on that bandwagon.”
An effective technology that can do exactly this is chatbots.
Research (2019) suggests that 34% of customers feel frustrated when they cannot get answers to simple support queries—and surveys are exactly that—but with the company on the asking end instead of the customer. Plus, a chatbot can be accessed quickly with the press of a button.
Also, chatbots generate a high level of engagement thanks to their conversational nature, which leads to more people completing more surveys, thus creating a win-win situation for both companies and customers.
Chatbots are widely used to collect customer feedback and run surveys.
8.Assigning Customer Requests To Support Teams
Our chatbot is very effective for dealing with customers who come forward with simple requests and frequently asked questions. But sometimes, customers face more complex problems that require human interaction. Generally, the customer has to email the customer support department and wait for a reply. Or they have to call the company’s support line and move from one agent to another. All this involves the customer having to do a lot of steps and possibly wait a long time.
But with chatbots, there is no waiting around and no friction.
A customer can simply request the chatbot connect them to a human customer support agent and, in an instant, they could be talking to an agent immediately.—no waiting around and no changing communication channels. On the customer support end, chatbots can automatically create customer support tickets for the customer requesting live support and assign that tickets to the appropriate agent.
- Lead Generation
Many companies today invest a lot in sales teams to find and convert leads. Their goal is to contact cold prospects and get them interested in the company’s products and services. Today, another effective approach for a company is to focus on the audience that’s already interested in its products, i.e., website visitors. Sales teams often refer to these audience members as ‘warm leads.’ Warm leads are the people who have actually engaged with the company’s website and are much more likely to answer sales questions. Often times, they are looking to purchase products but need time and/or assistance to finish the transaction.
To get in touch with warm leads, a live sales team won’t do. That’s because your traffic is anonymous and there is no way for a company to identify and contact visitors who visited their website.
Instead, a better option would be to add a chatbot to your website’s homepage. This chatbot can be designed to ask sales-oriented questions to your audience and guide them to and through the checkout process.
Our Chatbot is an effective tool for interacting with warm leads. Just like your sales team does.
10.Our Chatbots works as a Personal Shopping Assistants
Today’s customers are smart shoppers and, therefore, like to be educated about the products they are buying. They want to know what varieties, sizes, and colors are in stock – plus any other information they can get their hands on. Also, customers don’t want to wait around for this information. They expect fast responses otherwise they will move on to the next vendor.
For businesses, implementing such a service requires a huge investment in necessary hires, infrastructure, and technology. In addition to monetary investments, companies must take the time to develop and streamline these new services within their sales departments.
Companies can reduce costs and onboarding time dramatically by building such an infrastructure with the help of a chatbot.
- Our Chatbots Are The Best Sales Assistants
So far, the chatbot use cases discussed in this article are customer-centric, i.e., focused on helping customers and thereby, indirectly reducing the workload of the relevant business. Therefore, for this last chatbot use case, we’re going to go out of the box and recommend an internal use-case for chatbots instead.
That’s because it isn’t just customers who need help solving complex problems. An organization’s employees, i.e., tech support teams, customer service agents, and salespeople, also need help figuring out answers to complex problems and questions as well (usually from customers themselves).
In this chatbot use case, a chatbot can become a valuable assistant for teams within a company. Chatbots can be used to find answers to commonly asked questions, search a database for current product stats, or to determine answers to other queries or solutions.
This is because chatbots can be connected to a company’s database, and, using AI, can quickly find the information required by the sales agent regarding the company’s product or service.
This will enable sales agents to respond faster and convert leads more quickly. We helped one of our clients implement the chatbot use case helping the sales agents in their sales team. After a few months of running, the efficiency and performance of the sales team increased tremendously.