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Chatbots are redefining Customer service

How chatbots are redefining customer service

Artificial Intelligence and machine learning are radically changing the scopes of customer service. There has never been a more apparent radical change in customer experiences as with the wave that comes with the rise of chatbots. A customer’s journey is enriched by automated answers and the right information being a simple click away. Chatbots supported by AI and machine learning can now do what before seemed impossible, which is offering customer support at 24/7 availability. Chatbots can handle multiple conversations at once, without human interference, they are redefining the scopes of customer service.

What is a customer service chatbot?

A customer service chatbot is a bot which uses AI and machine learning in order to answer (repetitive) questions coming from customers via a messaging system. These systems can operate on a website, or any social media channel. A chatbot can also be used to fill in complicated forms or offer payment services. It can answer simple questions like “what are your prices?’ and it can extend to retrieving shipping information of a package.

Why do I need a customer service bot?

86 percent of customer experience executives expect to use AI to customize all products and services offered by their organization within the upcoming five years according to Oracle and SG. Chatbots are not only an affordable and reliable option for businesses, customers also seem to enjoy the experience a chatbot offers. When customers were asked whether they would rather use a chatbot or a webpage to fill in a form, only 14 percent said to prefer filling it out on a webpage instead of using a chatbot.

Convenience and delivering at scale 24/7 are the two factors in which live chats and chatbots seem to go hand in hand. When we look at research you can see that an online chat is the most convenient channel, yet chatbots are the best at delivering 24/7 services.

Chart prefer to fill out a form on a website

Chatbots are both changing a customer’s perception of a brand, as well as saving on operational costs for businesses. Your human customer service employee is a lot more expensive than a digital colleague, who is not in need of vacation or any sick days. According to Juniper Research, customer service chatbots are predicted to save 11 Billion on support costs by 2025.

Online chat chart

How do chatbots work?

A chatbot bases its information on the data you implement in it. Think of your already existing FAQ’s or client information. In order for your chatbot to answer questions or offer assistance, there is a helping hand that goes under the name of AI. By adding multiple variations to questions into your chatbots brain, you ensure your chatbot of recognizing variations of questions. Your already existing resources are now put to the test, and AI ensures that the variations to questions are recognized. Your chatbots tone or character can be completely adjusted to your likings, with Watermelon’s platform you only think about the content and we’ll worry about the coding bits.

When should I consider a chatbot?

A chatbot should be an enrichment of your customer service. Watermelon wants to enrich the customer experience you’re looking for and we want to contribute to a personal and adequate assistance for your customers. When you are thinking of a chatbot, there are several things that might contribute to your decision.

A growing customer base

The size of your customer base is important, but what’s even more important is the size of your customers who are in need of support. When your incoming queries and questions are growing, this might be a sign to enable a chatbot. This will save you operational costs, and the pressure is taken off your customer service employees, so they can handle the more complicated matters.

Scaling up your support

If you want to offer support on multiple channels, like WhatsApp, Facebook or Telegram, a chatbot fulfils your needs. This might be a case of stating the obvious, yet the need of 24/7 availability will automatically also be met when enabling a chatbot. Want to scale up your customer support, while also having a human hand to support? The hybrid system will answer your needs. When your chatbot does not know the answer, or when your customer asks to speak to a human employee, the chat can be taken over by a service employee. By this, you will increase your customer support volume.

Chatbots help, but won’t replace human agents

A human hand will always be needed in customer service. Your chatbot excels in answering the repetitive questions your customer service employees are tired of hearing and your employees will have more time for the more complicated matters. Chatbots are no replacement for human interaction, they simply make things more effective. While your chatbot can offer instant response, or handle complicated forms, your human employee will be able to handle the rest of customer care.

Redefining the workplace

Chatbots and AI are redefining our workspace. They make our tasks simpler, when implemented right. The scope of customer experience is changing rapidly, with new technologies and workflows on the rise. Enabling a chatbot will save you time, cost and it will better your customer experience.

At Watermelon we breathe innovation and embrace the future in each and every way. Customer experiences stand central and the right support is essential for your brand-image. Are you ready to start or take a peek in what your future customer service could look like? Go ahead and take a look on our platform.

When should you consider a chatbot?

  • Your support team is not available 24/7
  • You want to offer customer support through multiple channels
  • You want to reduce your customer service costs
  • You have a growing customer base

 

Chatbots help, but won’t replace human agents

A human hand will always be needed in customer service. Your chatbot excels in answering the repetitive questions your customer service employees are tired of hearing and your employees will have more time for the more complicated matters. Chatbots are no replacement for human interaction, they simply make things more effective. While your chatbot can offer instant response, or handle complicated forms, your human employee will be able to handle the rest of customer care.

Redefining the workplace

Chatbots and AI are redefining our workspace. They make our tasks simpler, when implemented right. The scope of customer experience is changing rapidly, with new technologies and workflows on the rise. Enabling a chatbot will save you time, cost and it will better your customer experience.

At Watermelon we breathe innovation and embrace the future in each and every way. Customer experiences stand central and the right support is essential for your brand-image. Are you ready to start or take a peek in what your future customer service could look like? Go ahead make your free Watermelon account and take a look on our platform.

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