More and more customers prefer chatbot or chat to contact companies today. Despite this, many companies remain with email and telephone as their only contact routes. In the video above but also in text form below we describe three benefits companies can take advantage of with chat and chatbot.
1. Availability 24/4
Chatbots allow companies to contact them at any time of day or night. Agents depend on working hours. They can also not be scaled up and down as easily and are not called as flexible into work as needed.
24/7 availability means that customers can choose when it is convenient to get help. No longer do you have to set off a time every day to stand 30 minutes in the phone queue.
2. Free up time for employees
With good training and careful maintenance, a chatbot with us at Hello Ebbot can achieve a solution rate of over 80% already after a few weeks.
If we say that a customer service customer service receives about 1000 cases a day, this means that 800 are now handled by the bot. Employees remain with only 20% of the work.
What is this time used for?
- More time can be spent on each customer
- Education and further development
- In the long run, there is no need to recruit compensation when employees
Employees who avoid repetitive questions are more motivated at work, develop faster, and stay longer.
3. Unaffected by volumes
It is difficult for companies to plan for peak season. Especially with the staff. Since you can't possibly know what the volumes will look like, you can sometimes find yourself in a really boring position during high season.
Since a chatbot is not affected by volumes to the extent that human agents do not come up with this problem, as most of the incoming cases have been automated.
A clear example of when this will be really good can be in companies like NetOnNet's case. Where the volumes are very large. Especially during times like Black Friday
BONUS: Chat in combination with Chatbot
A chatbot filters out queries that should not be handled by employees. This means that only relevant questions are passed on-sent to man.
A chatbot can stop dialogues by providing the customer with answers to the question, even if the customer actively asks to talk to a human employee.
If a question is to be passed through, a chatbot can retrieve relevant information so that a person has more information to go on once the conversation is handed over.
Employees can also take advantage of a chatbot's integrations and, for example, log in a customer through BankID or search the customer's case history through an integration into a case management system.