The importance of providing excellent customer service is unquestionable. The pressure companies feel to offer better customer support every day is increasing and customers’ expectations must be met. Using chatbots in customer service has been a widely used tool to meet these demands and reach success.

chatbots in customer service

Prioritizing customer support comes as an essential element to keeping your revenue levels high. That’s where chatbots come in, as they use artificial intelligence to hold real-time conversations, helping you support customers, boost engagement, and build brand credibility, among other benefits.

Chatbots in customer service: what are you missing?

Improved communication and personalized CX

A chatbot on the website and other digital platforms enables a better customer support. However, in addition, the chatbot’s artificial intelligence allows personalized customer service.

Some examples relate to the connection to the CRM, where the chatbot can access the necessary information about customer preferences and personal information, in order to provide personalized recommendations. These can also be provided based on questions that the chatbot itself can ask.

Having crucial information at hand allows the chatbot to provide a smoother CX through the sales funnel with ease and get to the problems immediately.

The goal is always for the consumer to have a good experience when browsing your website…and improved communication between the chatbot and your company does that!

Speedy customer support

Nowadays, consumers expect fast service and not waiting too long to have their problems solved.

Chatbots offer real-time conversation, giving customers the answers they need, whatever the time of day – without the client having to wait for the human agent to be available.

Optimized resources and improved productivity

The use of chatbots allows the human agent to be replaced in the performance of simple tasks, without compromising the quality of the service. The chatbot can handle numerous conversations simultaneously, ensuring customers do not wait too long for a response. They can respond to a high number of requests and route the more complicated issues to the right agent for expert assistance.

The human agent can thus focus on more complex topics, such as complaints or issues that require expertise, which contributes to an optimization of the company’s resources and improved productivity.

Availability 24/7

One of the main reasons why chatbots are increasingly being implemented in customer service is their ability to quickly respond and resolve issues.

Today, people can interact with a business through multiple channels and a company must ensure high availability to provide support across any platform at any time of the day.

Chatbots make sure you are connected 24/7. They have no time limits and can respond through self-directed knowledgebase queries, even when live agents are offline.

How Collab can help you

AI and Chatbots are here to help companies achieve higher efficiency and effectiveness, allowing managers and supervisors to run their contact center operations like a well-oiled machine. At the same time, the customer is being assisted through a multitude of different touch points which helps to offer a unique customer journey.

OneContact by Collab is a 360º contact center solution that combines multiple communication channels: voice, video, e-mail, social media, and chat, all in the same interface.

If you want to get more information regarding Collab’s portfolio, request a free demo! If you’d like to know more about Bots, don’t miss this article. And for the top positive impacts of AI in Contact Centers, read this one!