December 1, 2017
Article by neffknows_admin

Integrating Chatbots without Replacing Human Customer Service

In today’s fast-paced world filled with technology that has caused people to expect instant gratification, it’s no surprise that customers want to hear from companies immediately if they have an issue or question. Whether they contact the brand via social media, phone, email, or chat; customers want to know that their concerns are being read, handled, and responded to in a timely manner.

One way that companies are meeting this demand from customers is with the use of chatbots. Chatbots have become incredibly popular over the last handful of years as customer demand has increased when it comes to instant support. There is a downside to using chatbots and that is a lack of human interaction with customers. Here’s how your company can integrate chatbots without replacing the human side of customer service via branding companies.

Use Chatbots for Simple Issues

Your company should use chatbots for simple issues that need to be resolved quickly. They can also be used in a pop-up box or screen to welcome visitors to the company’s website. When you utilize chatbots for simple fixes, and ones that take less than five minutes to solve, you free up your customer service employees for more important issues.

Streamline Customer Questions

When you put a chatbot to use on your company’s website you will be able to streamline questions submitted by customers. Even if customers have to wait a minute or two after speaking with a chatbot, your human customer service rep will be better versed in the issue once they take control of the chat. The questions submitted by the customers can be sorted based on level of difficulty, issue, category or product type.

If your company needs a new way to improve its customer service, consider taking a look at chatbots and how they can be integrated without losing the human aspect of the service provided.