Post by account_disabled on Mar 10, 2024 4:19:38 GMT -5
According to a survey carried out by Forrester, a North American company that works to create solutions to improve customers' shopping experience, 73% of consumers say that having their own time valued is one of the biggest differentiators that a company can offer to really deliver quality service. And at least 53% of consumers tend to abandon a purchase when they cannot find quick answers to their questions, according to this same study. Furthermore, according to Hubspot research, 71% of people want to use messaging apps for customer help, many do so because they want their problems resolved quickly. The numbers highlight the importance of reducing response times and providing practical service. In this context, chatbots for messaging applications, such as WhatsApp, emerge as a solution to develop communication between companies and customers on the platform they already like and know. 1. Chatbot-based customer support Currently, the customer service team has the difficult task of handling a large number of calls while trying to reduce the average resolution time for each customer.
Chatbots are the solution to both challenges. This software can act as the entry point for customer interactions, adding relevance and improving the experience offered. Chatbots have the ability to proactively resolve issues and identify customer needs and requirements. But not only do they provide relevant real-time answers instantly, they can also reduce the burden on human agents by resolving a large number of customer queries – a large number of queries are simple but time-consuming issues – with the highest precision and human behavior. 2. Personalized User Experiences The Aspect Consumer Brazil Phone Number Data Experience Index Research survey identified that 71% of consumers want to solve their problems alone and that half prefer to chat via text. In this context, chatbots are able to play an important role in customer support and service, helping them find the right information more efficiently. By analyzing the question asked and a solid and updated knowledge base, bots are able to provide the desired answer, in addition to sending relevant content.
Another important aspect of chatbots is the possibility of being available at the most convenient time. Automated customer service allows organizations to resolve issues as soon as they arise. According to Drift data from 2020, 64% of internet users say that 24-hour service is the best feature of chatbots, while 37% of people use a customer service bot to get a quick response in emergencies. In other words, customers can have their queries resolved 24 hours a day, without having to wait a long time for an answer. With this, the company not only increases customer satisfaction and provides excellent service, but also improves its brand reputation and encourages loyalty. 3. Assist customers in making decisions Service provided through chatbots can speed up the movement of potential customers through the sales funnel. These automated assistants are able to respond to customer queries instantly, gather complete details about the product or services, and advise customers on decision-making by providing customers with information and products that are pertinent to them. All this while accelerating the resolution process, discovering and delivering answers on time.
Chatbots are the solution to both challenges. This software can act as the entry point for customer interactions, adding relevance and improving the experience offered. Chatbots have the ability to proactively resolve issues and identify customer needs and requirements. But not only do they provide relevant real-time answers instantly, they can also reduce the burden on human agents by resolving a large number of customer queries – a large number of queries are simple but time-consuming issues – with the highest precision and human behavior. 2. Personalized User Experiences The Aspect Consumer Brazil Phone Number Data Experience Index Research survey identified that 71% of consumers want to solve their problems alone and that half prefer to chat via text. In this context, chatbots are able to play an important role in customer support and service, helping them find the right information more efficiently. By analyzing the question asked and a solid and updated knowledge base, bots are able to provide the desired answer, in addition to sending relevant content.
Another important aspect of chatbots is the possibility of being available at the most convenient time. Automated customer service allows organizations to resolve issues as soon as they arise. According to Drift data from 2020, 64% of internet users say that 24-hour service is the best feature of chatbots, while 37% of people use a customer service bot to get a quick response in emergencies. In other words, customers can have their queries resolved 24 hours a day, without having to wait a long time for an answer. With this, the company not only increases customer satisfaction and provides excellent service, but also improves its brand reputation and encourages loyalty. 3. Assist customers in making decisions Service provided through chatbots can speed up the movement of potential customers through the sales funnel. These automated assistants are able to respond to customer queries instantly, gather complete details about the product or services, and advise customers on decision-making by providing customers with information and products that are pertinent to them. All this while accelerating the resolution process, discovering and delivering answers on time.