5 of the Best Ways to Use Chatbots to Improve Customer Experience
By: Shane Barker
Tags: Chatbots, Customer Success, AI, Customer Experience, Bots

5 of the Best Ways to Use Chatbots to Improve Customer Experience

Are you thinking about investing in a chatbot to improve user experience but don’t know if it will be worth it? Read this post to find a definitive answer to that. Shane Barker Follow Dec 4, 2020 · 6 min read

Photo by You X Ventures on Unsplash

Poor customer service experiences are one of the biggest reasons why brands lose customers. This, in turn, reflects in the form of a loss in sales revenue as well.

In fact, according to a report, companies lose as much as $62 million each year due to poor customer service. This clearly shows the importance of customer satisfaction to run a successful business.

But, how can you improve customer experience?

While there are many ways to improve customer service and experience, one of the most useful ones is the use of chatbots. Many businesses are now investing in chatbots to better serve their customers and improve their customer service.

Want to learn how chatbots can improve customer experience?

Let’s take a look at five of the most common ways in which chatbots are improving user experience and helping businesses provide better customer service.

1. Provide Immediate Customer Support

The most common use case of using chatbots for business is to provide customer support. But, they can also help improve customer experience by providing customers with instant support and preventing them from having to wait in a long queue.

One of the biggest causes of customer dissatisfaction is poor or slow customer service. Traditionally, businesses relied on customer service teams to solve all customer problems.

But, the problem with that was that they could only handle one customer at a time and the waiting times for customers were significant.

Chatbots can solve this problem by providing instant customer support to multiple customers simultaneously. They can work 24/7, without breaks, and can cater to your customers worldwide.

This is one of the most important ways in which chatbots improve user experience. You can choose any of the top AI-powered chatbots to provide excellent support to your customers.

What’s more, is that these chatbots can simulate human-like conversations to provide a good user experience.

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2. Help with Site Navigation

Chatbots can also help your site visitors find exactly what they are looking for on your website. They can guide your site visitors to the right pages, help them find products, and provide relevant information.

Chatbots can also direct your customers to the right resources like a product guide or other product-related information.

Overall, chatbots can assist your site visitors and improve their experience of navigating your site. This will ensure that your site visitors find what they are looking for and will also help improve the conversions from your site.

To further improve their experience, you can also train your chatbots to greet every site visitor with a friendly greeting. Little things like these go a long way to improve your customer experience and build good customer relationships.

So, make chatbots an integral part of your strategy to improve customer experience and see the results for yourself.

Excited to find out more ways in which chatbots can improve user experience?

Keep reading…

3. Give Product Recommendations

Chatbots are one of the best tools for customer success if you know how to leverage them properly. There’s so much more that chatbots can accomplish than just answering customers’ questions.

One such brilliant use case for chatbots is for ecommerce businesses. Chatbots can track each user’s past purchases and online behavior to recommend the right products.

AI-based chatbots have the ability to collect and organize data for each individual visitor and can give personalized recommendations. Users love the personal attention and might become leads and conversions, and that’s why these chatbots are also called lead generation chatbots.

What’s more?

Even once they’ve become your customers, such recommendations will improve the overall user experience of your ecommerce store and help with customer retention.

Moreover, personalized recommendations also have the added benefit of generating more sales. So, it’s a win-win for both you and your customers.

4. Act as a Personal Assistant

Another lesser-known, yet brilliant way in which chatbots can improve user experience is by performing small, routine tasks for them. Many businesses use AI chatbots in their mobile apps where each user has access to their own personal chatbot.

Many of these chatbots can perform tasks like reminding users about their appointments, doing repeat transactions, and more. These tasks could vary from business to business, but with a little training, AI-based chatbots can indeed act like personal assistants.

So, think about what tasks your customers would like to delegate to their own personal assistant bot and train your chatbot to perform those tasks.

For example, Bank of America’s chatbot can track a user’s monthly spending, remind them about bill payments, etc. This is very helpful for their banking customers as it makes their lives easier. This, in turn, helps improve their experiences and relationships with the bank.

Image via Bank of America

5. Always Being Polite and Pleasant

One of the biggest benefits of using chatbots for customer service is that they always keep a consistent tone of voice. Chatbots do not get emotional or lose their cool while handling difficult customers.

In fact, you can always count on chatbots to deliver a consistently pleasant customer experience, every single time. This, for all intents and purposes, can practically guarantee a pleasant user experience.

However, sometimes chatbots may not know how to answer a question or deal with an angry customer. And, reading the same responses on a loop can further aggravate them. In such cases, you can even train your chatbots to delegate difficult conversations to a customer service executive.

This way, if the chatbots can’t answer a question, your trained service executives can take over. This ensures that customers and chatbots do not get stuck in a loop and that further enhances the customer experience.

Conclusion

Chatbots have multiple business applications and can significantly help improve user experiences with your business. You can use the functionalities above to help your existing customers, increase your sales, and a lot more.

But, most of all, chatbots help you deliver personalized and consistently pleasant customer experiences. So, if you are not yet using chatbots for your business, it is highly recommended.

Ready to try chatbots for your business?

Invest in a good AI-powered chatbot and improve your customer experience. All the best!

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