In exploring new technologies to improve customer service, always keep the importance of having a personal touch in mind.
What is Chatbot?
We hear about various technologies promising to improve customer service. The gamut of technological innovations often leads business owners to a state of confusion about which tech adoption will truly improve their services. One of the most popular digital services on offer today is chatbot.
In recent research by technology and services company Aberdeen Group, it was found that more organizations are planning to adopt chatbot this 2018. The cost-efficiency and ability of the bots to provide almost instant responses to customers make it appealing for businesses. This is especially for those whose primary audience is millennials. In the 2017 Aspect Consumer Experience Index, it was found that the millennials are the most comfortable in utilizing chatbots.
The Pros and Cons of Chatbot
However, speakers from the webinar entitled Hype vs. Reality: Top Customer Experience Trends and Best Practices in 2018 maintain that chatbots can only be successful if implemented for very specific uses. An example they cited is Margot, a chatbot who serves as a sommelier for a UK-based grocer. Margot’s primary role is to give recommendations about the best wine to pair with a certain food. Her artificial intelligence is limited to answering questions around that subject.
True enough, bots can be good support for customers who need instant but frequently asked information. Despite this, when a customer’s concern goes beyond the regular questions, there is still a need for human beings to intervene in the process. This is due to the fact that service automation still has functional limits. Creative solutions and advice for special situations that can go out of hand still need human beings who can rise to the occasion. This is why most companies still opt for a human agent for their live chat support operations.
With human agents, companies are capable of humanizing their interactions with customers. They can give a personal touch that sets them apart from their competitors. They are flexible with the support they give. This is because human beings are adaptable. Indeed, a personal touch is imperative for great customer service and branding. Always bear this in mind in planning to adopt new technologies.
Outsourcing live chat services over chatbot
Live chat has become increasingly common among businesses. Customers no longer commend companies for implementing it on their sites. It is now considered a standard. This wide acceptance poses a challenge as it comes with an expectation to deliver optimal support through this customer service channel constantly. Large enterprises, startups, and SMEs looking for a cost-effective way to meet this requirement could consider outsourcing live chat through offshore BPO providers. By outsourcing live chat, they are able to provide these five things:
- Provide 24/7 support
- Personalize interactions with customers
- Give accurate and quality customer service
- Lower operational costs
- Focus on core business tasks that can generate more income
If you want to learn more about live chat, fill out the form below and we’ll be happy to discuss it in further detail. Expect a call from us at your convenience by setting the time.