How do brands and businesses ‘serve’ customers? Put simply, customer service means giving customers whatever customers need.
For chatbots, customer service starts with enquirers, all of whom are treated as valued customers before they’ve ever become customers.
When chatbots respond quickly to enquiries, as they automatically do, that’s great customer service already. Ditto when chatbots answer specific questions, and when they go the extra mile by giving extra related information before the customer even asks for it.
Helpscout defines the four key principles of good customer service as personalization, competence, convenience and proactivity.
Here are four examples where chatbots are perfectly aligned with those four key principles:
Personalization
Bots are able to chat with enquirers and customers by name and ‘recognize’ return visitors, remembering key details about them.
Competence
Well-programmed bots are able to answer incoming questions and queries easily and efficiently – and without making mistakes!
Convenience
For consumers, being able to shop, make appointments, make enquiries and log feedback online, outside of usual office hours and / or from the comfort of their own hand-held device, is super convenient – and this will become increasingly the case going forwards, with people expecting online support 24/7, 365 days a year.
Proactivity
Chatbots aren’t restricted to fielding incoming questions! They can be programmed to offer fantastic added value with video, product and service showcasing and so much more, helping customers feel so much warmer about your brand. The possibilities are endless.
Chatbots can delight existing customers and clients in numerous ways, from making appointments with staff through making product or offer suggestions to providing added-value through video. With bot interaction synched to the customer’s likes and needs, customer service is vastly improved thanks to smart programming.
Chatbots can be a lifeline for customer-facing businesses, offering great customer service as well as streamlined efficiency, great brand awareness and an improved bottom line.
Contact us to find out how chatbots can specifically improve your customer service!
To find out more about chatbots and customer service, check out our webpage here
