Why Chatbots Should Enhance – Not Replace – Your Person-led Customer Service Team

With the many benefits that using chatbots bring, it’s not hard to see why more and more businesses are making use of this artificial intelligence technology. Getting the balance right is key if you decide to jump on the chatbot bangwagon, however, as customers should be able to talk to a real person if they need to.

Hail Chat - Why Chatbots Should Enhance - Not Replace - Your Person-led Customer Service Team

Hail the Chatbot

Chatbots have become the latest must-have technology for businesses looking to save time and money when it comes to communicating with customers. When used effectively, chatbots can help answer some of the most common and simple queries or issues that customers have, without needing to speak to anyone in your customer services department.

In the right circumstances, customers are more than happy to communicate with chatbots as well. According to Business 2 Community, two thirds of users prefer being able to handle a customer service problem without having to talk to a person.

Keeping Communication Open

While the virtues of chatbots are now well documented, it’s important for companies to make use of this technology wisely, and not alienate their customers in any way. Chatbots should be there to help customers, but if they don’t solve a particular problem fully, or someone wants to talk to a customer service employee, they should still be given the opportunity to do so. Failure to carry this out, may result in businesses losing customers.

Therefore, chatbots should be used to enhance a person-led customer service team, never to replace them.

Effective Use of Chatbots

If you decide to use chatbots, introduce their use gradually, perhaps covering one or two common areas first that can be easily solved or answered using this technology. Always be transparent about using chatbots, and don’t trick people into thinking they’re communicating with a human.

It makes sense to get the assistance of a professional web development company in London, such as https://www.redsnapper.net, to implement this technology and help you decide which areas of your business it would be best suited to.

Customers should always be given the opportunity to talk to a real person if they want to, and incorporating the chatbot with signals that a query is not being answered properly, or that the customer requires more information, should then trigger the response or action of a real person.

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