Yes, we are using chatbots in a good way. This is not a first time for change ─ the good kind of change for companies.
From going to a store and dealing with long lines so we can address a concern about a product, we have gone to a telephone call to do the same. However, a phone call is still not the right answer. And that’s why we will turn to chatbot technology instead.
Are we driven to avoid human contact? Here are 6 reasons why this may be the case:
1. The 1-800 Nightmare
To reach a customer representative over the phone, using the 1-800 telephone number is a nightmare. “Please stay on the line while we connect you…” Well, you all know the line, followed by the annoying background music.
Who wouldn’t want to avoid this?
2. Bad Tempers
Have you experienced a bad temper or a moody customer service rep? Most of us have. Yes, people have troubles, and sometimes they bring personal problems to work which reflect in their attitudes towards customers.
This won’t be the case with chatbots, as they don’t experience moods. They will not freak out on us and won’t offend us, and they will show professionalism in every way.
3. Attitude Problems
You are walking in a store and someone who had a long day of work gives you the attitude that feels like you did something wrong. You are approaching them for help, and they are acting like you are in their home, and just crossed the line.
Again, chatbots will never act as if you are encroaching upon their space.
4. Lack of Knowledge
Not everyone is putting in the effort to learn more and upgrade their knowledge of the field that they are in. So many times, we are misguided and get the wrong information, And, in the end, we lose a lot of time and our patience, as well.
With chatbots, all of that will change, as it will be easier to mentor a chatbot than teams of people.
5. How Good is Customer Satisfaction?
At the University of Michigan, the American Customer Satisfaction Institute provides monthly ratings to 240 companies across 34 industries. The ratings they are gathering is mostly about customer service provided by these businesses and their employees. The number that they are getting in retail is 78 which is equal to a student grade of a “C” average.
6. Harmful for Business
Poor customer service is harming a lot of businesses. Most companies don’t receive the bad feedback because people, in general, don’t want to waste more time with the company.
Here is how many people complained about a bad experience:
- Only up to 5% report the problem to management or HQ.
- 45% of complaints are received by front-line representatives, to an agent or a branch.
- And 50% don’t complain about the encountered problem, at all.
This is why businesses are starting to use chatbot technology, as it can provide better customer service for their customers, and will save them money in the long run.
Are we using chatbots to avoid human contact?
Of course not, we are just trying to avoid bad tempers and human errors behind the work that we do.
Chatbots are becoming more professional and won’t get mad at us for asking a “stupid question.”
Don’t let your company suffer ─ be more involved with new technology ─ it will help give your customers a better experience for your brand.
Use our platform here at ChattyPeople, and take advantage of the starter plan and start building your chatbot for free today.
Posted by Slobodan S.