Companies that decide to invest in chatbots for customer service are following the trends and needs of a target audience that is increasingly connected and attentive to solutions to streamline services.
But chatbots are not just another service channel or tool to reduce the sector's operating costs. Together with a relevant data source and strategic relationship management, they can revolutionize the contact experiences between customers and companies and make their audience increasingly captivated.
In this post, learn what chatbots are and how they can be inserted into a company’s customer service channels, ensuring optimized performance in the sector and, of course, customer satisfaction and delight. Let’s get started!
What are customer service chatbots?
Chatbots are artificial intelligence robots programmed to conduct conversations and perform low- and medium-complexity actions. When providing customer service, they can talk to two or more customers simultaneously. To do this, they use a CRM system that contains customer data and history, as well as other information and business rules that must be followed during contact.
They can be inserted into company websites, social france whatsapp data networks and even into Audio Response Units (URAs) , and the most advanced models can even learn new solutions and information by accessing the business's records and database.
In other words, in a call center, for example, the chatbot can access telephone files and learn new commands and instructions from calls made by operators who are indicated as a reference when programming it.
What are its main applications?
There are several types of chatbots, and each one can contribute differently to improving customer service . Learn about some of them now!
Optimizers
Optimizing chatbots make company processes more user-friendly for customers. So, even if a sector is regulated and requires that some service steps actually be performed, for customers, the interface of what happens during their contact will be simple and intuitive.
They can, for example, make checking in for a flight simpler or e-commerce purchases more personalized by suggesting other products that are relevant to customers with the same profile.
Proactive
Proactives work in a similar way to optimizers, that is, they provide solutions to improve the customer service experience. However, instead of waiting for customers to take action, they act in advance.
So, if a customer is accessing a restaurant's reservation service via their cell phone, the chatbot can inform them of the waiting time, the menu of the day and personalized promotions for that cell phone, for example.
Shield
Shield chatbots work to prevent bad customer service experiences from happening. Customers who forget their password, for example, don’t have to stop using your services or go through complicated access recovery processes.
Shield chatbots can retrieve customers' passwords, direct them to the environment they really need, and even provide small support for services.
Conversational
Conversational chatbots are the most common and, as the name suggests, they perform tasks, sales and processes in the customer management system itself, such as inserting new data into the contact history.
They can also carry out the entire sales process, answering customer questions, selecting products, processing credit cards and confirming shipping to the address provided.