Due to digitisation, more and more customers are able to find organisations through digital channels. Organisations are expected to be available 24\/7, 365 days a year through multiple channels to give customers the help they need. Questions flood in via email, live chat, WhatsApp, Facebook Messenger\u2026 It\u2019s no wonder service agents can\u2019t always keep their heads above water. As customer contact professionals, we feel your pain, but of course, customers don\u2019t always understand. They get frustrated with the long wait times and can quickly lose interest in your service or product.<\/p>\n
So, how do you keep the customer connected, and ensure that they\u2019re satisfied with your service? You guessed it, with a chatbot! This virtual assistant doesn\u2019t take a break, is never sick, doesn\u2019t have a 9 to 5 mentality, doesn\u2019t go on vacation and is a master at multitasking. The chatbot helps several customers at the same time, is tireless and incredibly fast. Long wait times become a thing of the past!<\/p>\n
\u201cWe\u2019ve added a chatbot to our WhatsApp channel to handle messages more efficiently. We hope to be able to help customers with the WhatsApp Business API, not only in the best way possible, but quickly as well.\u201d<\/em> <\/em>Andr\u00e9 Tuinenburg, Head of Customer Care <\/em><\/a><\/em><\/p>\n 2. Oops! My customers aren\u2019t always given the right answers to their questions<\/strong><\/p>\n A mistake can be quickly made. Unfortunately, a small mistake without any malicious intent can have major consequences for an organisation. If a customer isn\u2019t satisfied, he or she can leave a scathing review on a review platform or via social media. And you don\u2019t want that.<\/p>\n But a chatbot, if well-trained, doesn\u2019t make mistakes. This virtual assistant obviously can\u2019t come up with an answer to a question on its own, but if you train it properly, it can provide the correct answer the next time it needs to. In the meantime, you can always route the customer to a live agent who can answer the question.<\/p>\n 3. My employees lose their motivation because of all the routine questions they constantly have to answer<\/strong> <\/strong><\/strong><\/p>\n The high turnover of service employees doesn\u2019t just come out of the blue. Agents often find the work too repetitive and they lose their motivation due to the lack of challenge.<\/p>\n By using chatbots, you ensure that the boring, repetitive questions aren\u2019t constantly on the service agents\u2019 plates, so they can put their focus on the more complex questions and can deal with the (sometimes high) emotions of customers. These types of more challenging tasks not only ensure that the employees get more satisfaction from their work because they\u2019re actually doing something productive, but that they come to work each morning feeling motivated.<\/p>\n By using a chatbot to answer the simple questions, the customer service employee can focus more on giving sound advice. That ultimately makes the work for the customer service agent much more attractive.\u201d \u2013<\/em> <\/em>Jasper Meijerink, Strategic Project Manager at Aon<\/em><\/a>.<\/em><\/p>\n 4. Due to high turnover in the customer service department, we lose a lot of knowledge and expertise<\/strong><\/p>\n Many organisations can confirm; turnover in customer service departments is often very high. This is unfortunate, because service agents build up a lot of knowledge over the years, knowledge that is lost once they leave the organisation.<\/p>\n With a chatbot, you don\u2019t have to worry about that. These virtual assistants continuously learn with the help of artificial intelligence and machine learning and can only learn to answer even more questions over time. This knowledge and expertise remains within the organisation as long as the chatbot is online. In fact, you can also extract knowledge from the chatbot, so you can learn a lot more about your target group with the help of a large dataset.<\/p>\n \u201cAs in any customer contact centre, we have to deal with attrition, so information comes and goes. We strive for quality customer contact and guaranteeing substantive knowledge has a positive effect on this. The chatbot helps to maintain that quality.\u201d \u2013<\/em> <\/em>Eric van Tilburg, Team Leader Study Guidance NCOI<\/em><\/a><\/em><\/p>\n 5. The number of customer inquiries is increasing, but I can’t just keep expanding the customer service department<\/strong><\/p>\n Service agents are highly sought after, and job boards are filled with postings for temporary and permanent jobs. But hiring employees on a continuous rotation\u2026 isn\u2019t that a bit like trying to mop up the floor with the roof leaking?<\/p>\n Don\u2019t get us wrong though, chatbots can\u2019t just run a customer service department on their own. Far from it. It\u2019s precisely the use of a combination between people and technology that provides the best results. Chatbots can easily intercept routine questions. This saves a lot of time, and therefore a lot of money.<\/p>\n \u201cUltimately, it\u2019s about the ideal mix between machine and employee. That\u2019s where the future lies,\u201d – Zinho Parisius, Customer Service Manager at HTM.<\/em><\/p>\n 6. I have more than enough visitors on the website, but they\u2019re not converting enough<\/strong><\/p>\n Recognise the problem? You put your entire marketing machine in motion to get people to the website. Once they\u2019re there, they hang around for a while, but you quickly lose them again. So you end up with no visitor contact information, and you don\u2019t even know what caused them to change their minds and decide to not purchase a product or service after all.<\/p>\n In addition to chatbots that help with customer service, there are also variants that can help you with\u00a0marketing and sales-related matters<\/a>. Do you notice a high bounce rate on certain web pages? Then try to find out where the problem lies with the help of a chatbot. A chatbot that provides assistance on a page or makes some recommendations can be just that extra trigger that one needs to purchase a product.<\/p>\n Tackle challenges with a chatbot!<\/strong><\/p>\n Is your customer service department facing certain challenges due to the sharp increase in customer inquiries? No worries! A chatbot can be a lifesaver. Want to have a chat with one of our experts about the benefits of chatbots for your organisation? No problem! Contact us here<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":" Customer service overflowing with queries? Increasing wait times? Support team bored of simple questions? 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