When you are a customer having a question or query, time is the most important factor. Delay of minutes or let it say in hours can bring huge impact on revenue and customer satisfaction.
Imagine this scenario “At Katie’s home, as everyone were using mobile phones, they also have a old landline phone which no one uses. So she thought to ask the service provider company to stop the services of the landline phone as it is a waste of money. She visits the website but she found only options left were calling an 1800 number and email. Katie thought if I would call over phone it will definitely put me on a hold so she decided to send an email and figured that she would get a response in a matter of few minutes, may be an hour at most. But unfortunately she never got a email response for her emails.
What happened while she waited?? She got frustrated .She was having many thoughts running in her mind like “Did they get my email?” “Did they care?”.Ultimately, it was more than a week later before she got a response .MORE THAN A WEEK!!! “
In a situation where the service provider could have stepped up to one level to help a customer, the lack of response made Katie upset.
What could they have done differently? Offering an Artificial intelligence powered chatbot or intelligent chat on the website so when Katie click on “Unsubscribe to stop the services” it would start the interaction and it would say, “Katie, I see that you want to stop your services. Please provide your address, it will be disconnected shortly.”
Advances in chatbot and AI technology make these interactions a reality, and can help companies avoid pitfalls of traditional channels.
Products like chatbots and online chat are what people are wanting for. These solutions provide customers access with instant information and instant satisfaction. Instead of waiting minutes, hours, or days for someone to respond, customers will be immediately able to interact with a brand. They have a chance to address the concern in real-time and solve problem Compared to traditional email, there’s no waiting period of hours or days.
An additional benefit for the company is that when customers are interacting in real-time, it means that they less likely to get frustrated and spread the frustration or experience with others on social media, thereby the value of the brand slowly comes down.
Today, customers want to interact and get answers instantly. So for that speed email simply doesn’t match to the speed when it comes to providing quality customer service that improves customer satisfaction and loyalty. Solutions like chatbots and talking bots are a far better idea.
Faasthelp is a sales and customer support software powered with Artificial intelligence. Our faasthelp’s products which are chatbot,talking bot and emailbot proactively starts chatting with your customers and solves the query, gives assistance if they have any .It will reply within seconds through chat, voice and mail whenever customers are on your website. Our products will also help you in sales of your products or services. It has also knowledge base and ticketing software where you can have any number of knowledge base questions which will help customers self helping themselves and they can also raise a ticket by logging a query.
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