Undoubtedly, chatbots have become very popular lately. Although they have many different usage areas such as human resources, IT helpdesk, o...
Undoubtedly, chatbots have become very popular lately. Although they have many different usage areas such as human resources, IT helpdesk, ordering and marketing, they are mostly used by businesses to provide proactive, fast and cost-effective customer support to customers. Global brands such as American Express, KLM and H&M have implemented chatbots to strengthen customer service experiences…
Chatbots have grown primarily on social media and FB messenger platforms, reaching a certain level of maturity. But there is still a lot of work to be done, and a great potential that is not realized, waiting for us. Many people have not yet clearly defined the true potential of chatbots, I wrote this article to talk about Chatbot advantages for businesses.
Billions of people use chatbots today, in fact, we can say that 2017 was exactly the "year of the Chatbot". The number of businesses using chatbots has grown exponentially. Chatbots built into Facebook's Messenger have grown from 30,000 in 2016 to 100,000 today. Almost every major company has announced its own Chatbot, and 60% of the youth population, especially in North America, uses them on a daily basis. Many new Turkish chatbots were also launched in this process. You can take a look at Turkish chatbot examples in this article from Hürriyet . These statistics and information give important clues that Chatbots are the technology that the new generation expects from companies. In fact, the essence of the matter is that both entertainment and benefit come together when consuming technology. When speed is added to it, the new generation's hunger for quick information is fulfilled by their favorite activity, messaging.
Timing for Starting a Chatbot Project and the Different Nature of Conversational Interfaces
A company that took a step into chatbot a year ago gained an incredible advantage over its competitors. To define this advantage, we can define it as the entire interaction that the chabot has with the customers, that is, all conversation records.
How Does?
The fact that chatbots interact with the customer with words and chat, not with buttons, makes them different from other customer communication channels. Because customers freely make requests without knowing the chatbot's depth of knowledge and what it can do for them . They do this by speaking or writing. In other words, when the interaction interface is chat, the customer can express whatever he wants with complete free will …
These companies, which have already implemented chatbot projects, know very clearly how they can make their chatbots better and what points they should pay attention to in customer experience. After a certain period of time, the gap may become unbridgeable for companies that are just starting out in this business. The early bird goes a long way. Those who start first have a strong knowledge base, that is, customer conversations. You may say that you already have this knowledge base through different customer records, but you can be sure that the interaction between a chatbot and your customer is very different.
Chatbots will excite your customers, so don't disappoint them!
“When we say the first customer comes, that's when the customer becomes permanent.” — Robert Half
Providing a seamless experience is the responsibility of businesses and, of course, chatbot platform and solution providers like Jetlink . To be successful, we think chatbots must have the following key features;Professional and bug-free as possible.
Compatible with brand identity.
Having good and consistent language.
Ability to successfully perform well-defined tasks.
Providing appropriate answers/solutions to questions,
Correctly interpreting users' messages by successfully applying natural language processing technology,
Not leaving the user alone on issues he/she does not know, transferring the issue to authorized persons, offering alternative scenarios,
Ability to work seamlessly on different devices and interfaces,
We can list it as…
Jetlink Turkish manages to provide satisfactory performance as an artificial intelligence chatbot platform by offering Natural Language Processing algorithms and machine learning techniques together.
Chatbot will not completely replace services or people, at least for now :)
A well-designed chatbot, with a strong infrastructure, can perform its tasks successfully, without stopping and without getting tired. Moreover, it can achieve this by talking to thousands of people at the same time, which means it has the potential to provide services on a scale that no workforce can reach. For topics outside the scope, Chatbots should be able to learn from when a customer cannot answer their request, especially if this customer request is repeated frequently, then we now have a new topic that can be added to the Chatbot's knowledge base. Of course, you can do this depending on the capabilities of the platform you use. At this point, it would not be wrong to say that chatbot development platforms using deep learning technologies will come to the fore. You can take a look at the capabilities provided by Jetlink with its chatbot engine here .
All this means that the luxury of waiting for the right time to incorporate them into your business is about to pass... It is stated that by 2020, approximately 80% of businesses will have their own Chatbots. For these reasons, we wanted to talk about the 5 big advantages that Chatbots can create for companies below;
Approximately 265 billion customer support requests are made every year , and responding to them costs businesses $1.3 trillion . These costs can be significantly reduced with the help of AI-powered Chatbots. Chatbots can help businesses save up to 30% on customer service operations, Chatbots Magazine reports.
Chatbots do not completely replace customer representatives or your employees. Chatbot supports customers' recurring questions and requests and provides quick solutions to them. Thus, they free up time for customer service representatives to provide better service to their customers for more complex issues. For this reason, a chatbot investment creates a very rapid and direct positive impact on the company's employee productivity, providing an easily visible return on investment (ROI). Especially in sectors where 24 hours * 365 days customer support is required, customer service takes up a large part of the expenses. Chatbots can both bring this support to a higher quality level and reduce your costs.
In a different scenario, instead of completely solving the customer problem, the chatbot can handle the preliminary information gathering process, which takes the time of customer representatives. They ask the questions that need to be asked, get the answers, and transfer all the information they collect to customer service personnel. These and similar setups can be arranged according to the business style of companies.
Most of the time, getting a quick answer to a simple question will make the difference for your customers. According to a customer expectations survey conducted by Forrester , 71% say the best thing a company can do for its customers is to show them that they value their time. So, it is important for your customers not to waste their time and to show that you value it. Chatbots can clearly understand the problems and offer the solution instantly. This will be a strong factor that will increase customer satisfaction, that is, your NPS score.
Chatbots with the right setup, developed by experienced people and competent platforms, enable you to make more sales with instant customer communications and personalized guidance. For example:Personalized customer interaction — Chatbots can create personalized customer interactions to provide your website visitors with reliable shopping recommendations based on their purchasing history and preferences.
Intelligent and proactive routing — Jetlink Chatbots don't wait for customers to interact with them. They can guide the customer correctly and proactively at every point of the sales process. For example, reducing cart abandonment rates is an important performance indicator for e-commerce companies. With the visitor tracking feature of the Jetlink platform, the system can identify a person who needs help and recommend technical support via chatbot before leaving the cart.
Notifications — Chatbots can monitor customer behavior according to the filters you set through the Jetlink panel and send notifications at the right place and at the right moment on your website. These notifications may also work on Facebook and other messaging channels. You can share informative content with your customers via Messenger. Messenger offers a much better performance than email, with an open rate of up to 80%. You can check out our article about the Jetlink campaigns tool here .
Expanded reach — Chatbots can communicate with thousands of customers simultaneously across social media channels like no human or team can.
Order taking — Chatbots can successfully perform order taking tasks for many sectors with step-by-step setups.
One of the biggest complaints of human resources personnel is lack of time. But not only they, but also the employees are dissatisfied because the HR staff does not provide information quickly enough. This situation is generally seen in all corporate companies. You can take a look at the opinions of Innoleaps HR director Dieuwke van Woensel, with whom we conducted a study on this subject, here .
Chatbot focuses on saving time, our most valuable asset in human resources, as in all other areas. When we examine the questions asked to human resources, which are the basis of communication for the company, we encounter a situation similar to customer services. In fact, the majority of the questions are repetitive and easy to answer. In this case, chatbot can be very useful for companies in internal communication. In HR processes that start with the onboarding process, the chatbot can play an important role in internal communication on issues such as expenses, workplace rules, holidays, etc., and can offer a high return on investment.
At this point, Jetlink offers different opportunities together with Jetlink Web Messenger, Skype for Business, ServiceNow and Slack integrations , which can be easily used in in-house communication portals .
Jetlink combines natural language processing with the ability to create conversational flows.
4. Employee happiness
As we all know, repetitive tasks can become boring for employees after a certain period of time. Whether it's your HR staff, IT helpdesk or customer service team, constantly answering the same questions and performing the same tasks is a tiring situation. This reduces employee happiness and performance.
One-third of call centers said that one of their most important goals in 2018 was to improve the experience of customer representatives. So, we should now talk not only about customer experience, but also about employee experience.
Since customers can get the necessary information at any time, they can receive service without having to wait for a customer service representative to arrive or for support hours to open. These factors help retain customers like no other employee can. Therefore, your brand earns positive reviews.
At the same time, when we consider the current state of messaging, we see that customer support requests are increasing very rapidly through social channels, Facebook messenger, Whatsapp, Wechat, Telegram and similar messaging applications. It doesn't take a prophet to see that texting is the primary communication method of choice for a new generation of customers. The data above clearly reveals this to us. This proves that chatbot is now becoming a necessity.
Conclusion
“In the long term, I think we will transition from a mobile-first World to an AI-first World” — Sundar Pichai, Google Inc. CEO.
As with everything else, Chatbots require constant evaluation and optimization for their success. According to a recent estimate, 1.2 billion people use Facebook Messenger. This estimate represents 11% of the world's population. This means that millions of different users interact with chatbots using their own unique language. Of course, we are talking about many user interactions across web, mobile and other social channels.
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