Staying in constant contact with customers or users is essential for the proper functioning of any company in the current era. A tool that allows real-time knowledge of customer needs and concerns is a chatbot. This technology is ideal for ensuring that user requests and questions are answered immediately.
In the specialized portal HubSpot they define it as follows “An AI chatbot is a program within a website or application that simulates human conversations using PLN (natural language processing). Chatbots are programmed to address user needs independently of a human operator. Common functions of chatbots include answering frequently asked questions and helping users navigate the website or app.
Leveraging machine learning and natural language processing, a chatbot can detect the customer's intentions behind each request, provide a full conversation history to help the company's marketing and data management, and also respond to customer requests. customer requests. the questions as if I were a human asking them.
Availability 24 hours a day
A person when contacting a company or service wants to have a response as immediately as possible. According to a SuperOffice survey, when a client or user contacts a company, 30% of them expect to have a response within 15 minutes of writing the first message.
Having a chatbot tool on your company's website allows your customers and users to get an immediate response, even if it is automatic, this gives them a feeling of being taken care of and that their doubts or questions are taken into account. immediate.
Generate conversations with the young population
MobileMarketer, specialists in marketing and engagement tools, conducted a survey where they determined that the millennial generation prefers to speak with an automatic chatbot than to start a conversation with a human being. This is because they want a quick response and at the same time not feel judged or vulnerable with their question or request.
You can serve multiple clients
By having a customer service system managed by people, you can serve as many customers as there are workers in this department. A chatbot allows the company to address the doubts and questions of hundreds or thousands of customers at the same time without any problem, filtering the most important ones to human attention and automatically providing solutions to those that require it.
They are automatic and oblivious to emotions
This is one of the most useful advantages of a chatbot tool. Sometimes people have a bad day and it carries over to their workplace, which can result in them not providing adequate customer service or reacting badly to a hostile user.
A chatbot tool has no emotions, it will serve everyone equally no matter how they ask the question.
Data collection and analysis
In Ideta they explain “Once you have implemented a chatbot in your business, you can generate a global report that tells you how customers use your chatbot, which requests are most frequent, etc. You will then be able to analyze this data, modify your chatbot accordingly, and thus improve your chatbot even once it is implemented.”
These are the most important reasons to install a chatbot tool on your company's website, being useful for several purposes, mainly maintaining constant customer service and not neglecting it at any time.
At Rootstack, our expert developers have created and updated various chatbot tools for our international clients. Contact us and do not let your users and clients not have effective customer service on their website.