It was predicted that 80% of businesses would be using chatbots by the end of this year.
Bot software offers a number of benefits for both businesses and their users. So it’s no wonder that more and more companies are taking advantage of chatbot technology.
What is a chatbot, exactly? What are the benefits of chatbots for businesses?
Read on to learn more.
What Is a Chatbot?
A chatbot is a piece of software that simulates human conversation, usually via text.
You can ask a chatbot a question, and it will reply in a way designed to mimic the response you would get from a real person. Some chatbots are pretty simple and can only respond to set phrases. Others use artificial intelligence to try to produce appropriate responses to any query.
What Are the Benefits of a Chatbot?
Chatbots are most commonly used on the support pages of business websites to take the place of customer service assistants. Customers are able to ask questions and get valuable responses directly from the bot itself.
There are several benefits of using a chatbot for your business.
Customers can seek answers to their problems at any time of the day or night, especially if you’re a global business. But unfortunately, many businesses that employ customer support agents can only offer support during their local business hours.
Chatbots are available 24/7, 365 days a year, so customers will always be able to get an answer to their queries.
No Limit On Interactions
Human customer support agents can only deal with one person at a time.
That’s why you’ll often end up in a queue, having to wait for the next available agent to become free. With a chatbot, there is no limit on how many people it can interact with, so you can scale your business without any additional costs for support staff.
Better for Customers
Since a chatbot has no limit on the number of people it can interact with, it means that your customers are able to get a solution to their issues much more quickly.
They don’t need to wait in a queue and will get a response much sooner. Often queries relate to a simple piece of information that the chatbot can provide almost instantly. A better customer experience is more likely to lead to return customers.
Another huge benefit for businesses is that chatbots can help to reduce costs.
You no longer need to employ many customer service agents or deal with issues like hiring and firing. As a result, the savings you can make can be significant.
Is Bot Software What You Need?
As a business, you’ll need to decide if bot software is something that can work for you. Whilst it may not be suitable for all businesses, for many, a chatbot can give your customers a better experience and save you money at the same time.
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