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8 Innovative Ways to Improve Your Customer Experience Using Chatbots

7 min read
Aug 3, 2020

Did you know that US businesses lose as much as $62 billion each year because of poor customer service? In fact, poor customer experience is one of the main reasons why customers leave a brand. This is true for businesses around the globe. Just imagine how much more business you could get by retaining customers simply by improving their experiences with your business. 

Wondering how you can do that?

Well, you can use chatbots to improve your customer experience and provide a better service to your customers. While there are many chatbot ideas that you can implement, this post will focus only on the use of chatbots to improve customer experience. In this post, we have compiled a list of eight innovative ways that chatbots can help you deliver a superior experience for your existing and potential customers. 

1. Provide 24/7 service

The most common use of chatbots is to provide 24/7 customer service. They can serve your customers outside of your businesses’ working hours. This allows you to serve your customers from different time zones and countries. Additionally, some of the more advanced AI-based chatbot solutions can also support multiple languages. This allows you to serve your customers in their preferred language.

But, why is it important? It tremendously improves the customer experiences you deliver because you can serve all your customers equally and consistently. If you only have fixed customer service hours, it may favor some customers but make things difficult for others in different time zones.

2. Direct customers to the right resources

Another way that chatbots can improve your prospective or existing customers’ experiences with your business is by helping them with site navigation. This means that chatbots can help your website’s visitors find what they’re looking for on your website. Whether it is a specific product, training guide, or any other type of resource, chatbots can help users find them.

Platforms such as ChatBot let you transfer more complex questions to your customer service or sales team, who can then take over the conversation. It helps improve customer experience because they get a seamless experience without getting lost or confused. It also helps generate leads and drive sales because a chatbot makes it easier for prospects to find the relevant product or service.

ChatBot scenario support
Image via: ChatBot 

3. Send automated messages

This is a lesser-known, but effective, use of chatbots that is especially useful for ecommerce companies. You can leverage chatbots to send automated messages to customers about shipping details, product-tracking, billing receipts, and more. You can automate your post-purchase messages and keep your customers informed on the status of their orders using AI chatbots. This makes them trust your brand more instead of worrying about when their order will be delivered.

You can also send messages with promotions and discounts on products that your prospects checked out but did not buy. This is basically a retargeting technique that can reduce your cart abandonment rate and drive more sales.

Omnisend support
Image via Omnisend

Who wouldn’t love to see a message like this? Sending automated discounts for products that a customer viewed gives them an added incentive to buy it. Of course, getting a personalized discount makes customers happy.

4. Provide quick problem resolution

One of the major causes of customer dissatisfaction is the fact that they have to wait in line for customer service representatives to take their call. Anyone who has ever been kept on hold and heard the message, “your call is important to us,” can confirm this.

Chatbots provide an effective solution to this problem because they can answer questions and resolve customer issues instantly. That allows you to serve your customers in real-time without making them wait and listen to that annoying message when their calls are put on hold. Your customers’ experience with your brand is enhanced, and it even fosters brand loyalty.

If the chatbot can’t resolve all of the customer issues, they can always direct the more complex cases to your customer service teams. Even if you use chatbots only for simple questions, it can still significantly reduce the workload on your customer service teams. In this way, most of your customers will get quick (almost instant) support.

5. Provide personalized recommendations

The use of chatbots has been trending in ecommerce, where chatbots are used for a variety of purposes. Nothing improves customer experience like a free, personal shopping assistant. Chatbots can provide more accurate and personalized product recommendations than most humans. Their ability to recommend the right products at the right times can significantly drive more sales conversions.

One of the leading ecommerce stores, eBay, uses a chatbot called “ShopBot” for this purpose. ShopBot is specifically designed to act like a personal shopping assistant that provides accurate recommendations to prospective customers. It narrows down the products by customer preferences before making the final recommendation.

If you have an ecommerce website, then you can use the same strategy. This means that you can also use a chatbot to improve your prospective customers’ shopping experience.

6. Act as a virtual assistant

Adding to the previous point, chatbots can do more than assist ecommerce buyers by providing product recommendations. They can also assist in a variety of other tasks. Do you want to place an order? You can do it via chatbots. Or, maybe, you would like to see your bank statement without going to the bank or going through a long process. Simply ask a chatbot. You get the idea, right?

Chatbots are being used in different industries to perform a wide variety of tasks. All you need is to design a chatbot that fits your business requirements and can perform simple, routine tasks for your customers.

Here’s an example of the chatbot used by Bank of America to assist its customers. This chatbot, called Erica, can remind you about pending payments, keep track of your monthly spending, etc.

Bank of America support
Image via Bank of America

This will make it easier for your customers to get things done and will improve their experience with your brand. The more tasks that you can delegate to chatbots, the better the experiences you can provide to your customers.

7. Gain customer insights

One of the main benefits of using chatbots is that they interact with thousands of customers daily and can retain those conversations. This means that you can analyze these conversations and gain valuable customer insights. You can look for the most common challenges that your customers face and try to resolve those for them. 

You can also look for products or services that receive the most complaints. Or, maybe, you can see if a lot of your website visitors find your site difficult to navigate. Analyzing these conversations can help you identify areas for improvement. You can then work on them and provide a better experience to your customers.

Another innovative way to improve customer experience is to ask consumers for feedback after every chatbot interaction. This not only shows them that you care but also tells you what your customers think of your brand. The trick is to keep these surveys quick and simple so that most customers actually respond to them. 

8. Serve customers, without the attitude

One of the biggest challenges that customer service executives face is dealing with an angry customer. Similarly, one of the most common complaints that customers have is that customer service executives are rude or unresponsive. Using chatbots for customer service can solve these problems and make your customers and employees happy.

While some advanced AI-based chatbots are designed to mimic human emotions, most of them simply answer questions without any emotion. This makes chatbots perfect to deal with angry customers and provide a quick resolution to their problems. As a bonus, customers can’t exactly complain about rude behavior or attitude problems with a chatbot. Overall, chatbots can significantly improve customer satisfaction and experience simply by being objective and functional.

What should you do next?

Hopefully, you now understand the numerous benefits of AI chatbots and how you can use them to improve customer experience. The next step for you is to decide how you would like to use chatbots for your business. Do you want a simple one that can handle frequently asked questions and direct complex questions to your customer support team? Or maybe you want a more advanced chatbot that can assist your customers with simple tasks.

Once you finalize your requirements, select a chatbot platform that will help you build the perfect chatbot that meets your requirements. There are many options like that available in the market, so find the one that meets your needs. What are you waiting for? Use these chatbot design tips, and start designing the perfect chatbot for your business right now.