You’ve probably seen chatbots in action.
They are on all sorts of websites, from major retail chains to mobile phone service providers and many other types of sites and apps.
At first, you might think you’re talking to a real person.
Usually, a popup appears with a picture of an agent, along with a name. The “agent” asks something like, “May I help you with anything?” Or, “Do you have any questions?”
Chatbots are quite advanced, and many of them can almost manage to fool users into thinking they are speaking to a real person.
This is beneficial, because it allows companies to lower their overhead by using chatbots to replace customer service agents in many circumstances, and only when the chatbot is unsuccessful in helping the customer must a real agent step in.
Chatbots are very useful for a lot of different applications—from simple user contact, to answering questions, and even helping the sales process along.
One of the biggest benefits of using Chatbots is that you can have fewer actual employees, because chatbots can take care of a lot of issues that might take up time from paid employees.
This frees up paid employees for more important tasks, and allows them to have more time to help customers with major issues.
This benefits customers, too, because they can get answers to questions and help with problems much faster than they might if they ended up contacting customer service through traditional means.
Bots can also provide you extremely valuable information about your customers if you log those conversations and analyze them, because you can see the types of questions they are asking.
Never overlook those logs as a way to find out more about them.
To get our Chatbot Cheat Sheet, just click the book cover image below, or the one on the right hand side of the screen.