Many studies state that most organizations make only about 5% to 20% of sales with new customers whereas they make 60% to 70% sales when it comes to existing customers. This speaks volumes about how important it is to create customer experiences focused on customer retention, as it is more expensive to convert new customers. Customer support teams not only provide post-purchase support, they help users from pre-sales, by providing all the necessary information they need about a product, to assisting them make the purchase and their future needs. About 83% of online shoppers require help to complete their product orders.
RPA powered automated chatbots can do all this more efficiently with greater precision and at lesser costs. RPA or robotics process automation can do repetitive tasks with precision and is a great way to engage with customers to deliver a consistently good experience. An automated chatbot is nothing but a software robot that can perform automatic tasks. Conversational bots help enterprises save nearly 30% of customer support costs.
They are not just used in live chat, but they can be deployed in a variety of mediums like SMS and even for social media interactions. Technological advancements in natural language processing have made leaps and bounds; customers will never feel they are talking to a machine, conversational bots have become more humane than ever. Interestingly, statistics say that 40% of customers do not mind if they are served by a bot or a human agent as long as they fulfil their requests.
Benefits of Automated Chatbots in enhancing customer experience:
Chatbots are never off duty: They are available 365 days, 24/7. Over 50% customers expect businesses to be open 24/7. Automated chatbots possess the capability to handle countless customer queries. Leave no room for human-errors and make interactions fruitful with RPA-powered chatbots. A human customer support personnel can handle only one customer at a time while chatbots on the other hand can handle multiple conversations simultaneously and with high levels of accuracy. And no more waiting; we all know how frustrating it is to listen to on-hold music while trying to speak to a customer support agent. All this is sure to become a relic with the advanced features automated chatbots provide.
Quick resolutions: Timing is everything when it comes to customer experience. Enterprises can also deliver the right content at the right time to boost sales and customer conversion rates. More than 44% of human sales representatives give up on customers after the first follow-up. Consistently engage with customers with automated promotional messages, according to their personalized needs, and follow up with sales prospects to make a real difference. Customers want a fast and seamless experience; 59% of millennials and 60% of Gen Z in the United States have interacted with chatbots and find it as quick issue resolution option. 77% of companies have implemented and 60% plan to implement conversational bots for after-sales and customer service.
Personalized experience: When empowered with AI and machine learning, automated chatbots develop self-learning capabilities. They will be able to predict a customer’s requirements based on their purchase history and their online footprint. With more customers these chatbots communicate, they will learn from the experiences and provide even better services tailored to their needs by analyzing different customer behavior. Brands will also get ample insights on customer data that will help improve their products, services and marketing strategy for lead generation. Chatbots are also equipped to tackle complex customer issues that would generally require a support agent’s assistance.
Seamless transfer to support agent: Humans are still the backbone of any organization. There may arise a situation where the chatbot is unable to respond to customer requests due to unavailability of some information or when a customer asks to speak to human personnel. In such cases, chatbots can present the data they have gathered while talking to a customer to the human support agent in a seamless manner to resolve customer requests. The integration is done in real-time and so smoothly that the agent simply picks up the conversation from where the chatbots transferred. Customers do not have to repeat information nor there is any communication gap.
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