Most traditional communication channels require micro-management hence the need for businesses to adopt modern approaches like chatbots, which provide direct customer engagement, bypassing particular web pages.
Chatbots can be integrated into applications, instant messenger, and websites and enable clients to forge closer relationships without hiring customer service agents. Customer experience is worth investing in since customer satisfaction makes customers return for repeated purchases. It is more cost-effective to maintain existing customers than to attain new ones. Even though complete workforce automation is not feasible, automating a portion of the sales and support services will go a long way toward helping a company save by cutting down costs.
It is, therefore, crucial that companies get ahead and start adopting chatbots in automating a portion of their customer interaction. This way, every experience, whether in sales, marketing, or customer service, will meet or surpass customer expectations.
Digital strategist, brand, and influencer consultant Shane Barker advise businesses to take advantage of chatbots to improve their customer experience. He poses, "Want to improve your overall customer experience? It's time to leverage AI chatbots."
1. Chatbots Provide Faster and More Convenient Service
Support bots eliminate waiting time by reducing response and overall resolution times to customer queries and deflection of repetitive tasks from customer service agents. Customers get frustrated when their inquiries and complaints take a long time to respond.
According to consumer research by Accenture, 66% of the consumers surveyed in mature markets expect customer support to be faster, and 78% in emerging markets.
Most customers prefer live chats and messaging applications to get in touch with companies and expect customer service to be convenient and efficient. Chatbots can address customer queries within seconds because chatbots can answer FAQs and simple questions instantly, reducing the chances of losing a customer.
2. 24/7 Availability
Customers expect round-the-clock support from online businesses. A chatbot is location and time-independent and helps customers outside of office hours. If it cannot resolve a query, it can create a ticket to contact a customer service agent during office hours.
3. Increased Customer and Employee Satisfaction
It is not feasible to completely automate customer service and replace agents with chatbots; a balance between the two is necessary. Seamlessly transfer chatbots supplement customer support agents like virtual assistants and conversations to customer service agents. Any query that the chatbot cannot address is transferred to a live agent with the necessary information to handle it. You can create chatbots to respond to FAQs and take over repetitive tasks while leaving customer service agents time to focus on delivering high-quality and personal service to customers.
4. Reduce Customer Churn Rates
To guarantee returning customers, it is essential that the operations team shifts from company-centric to a customer-centric focus. 67% of customer churn is preventable if customers' issues are resolved at the first engagement. When it recognizes frustration from the customer or can no longer provide relevant responses, the chatbot transfers the conversation to a live agent.
Chatbots enable users to operate with little to no clicks, optimizing the usability of websites. The fewer the clicks, the higher the chance that a visitor will make a purchase, hence the success of amazon's "buy-with-1-click" strategy.
According to Chatbot magazine, 91% of unsatisfied customers will not return for a repeat purchase.
5. Helps to Reduce Costs
Chatbot magazine indicates that chatbots can save up to 30% on customer support services. They provide a way for companies to offer efficient customer service by handling dozens of messages cost-effectively.
These types of companies essentially maintain servers, databases, and software that allow the application to be accessed over the internet, this type of software can be accessed on any device.While most other companies are considered to be thriving when having an annual growth rate of 20%, 92% of SaaS companies fail if they show this growth rate.
While conventional marketing consists of focusing on customer acquisition a lot more than retention, SaaS content marketing has achieved both, as customer retention is just as important, if not more, for SaaS businesses.
This is due to most SaaS businesses choosing to reinvest into their customer software, marketing automation, and other product developments.
These tools help SaaS firms with customer demand, outreach and conversions as they create an enjoyable customer experience.
Conventional MarketingThe main difference between conventional and SaaS marketing is that the software-as-a-service marketing funnel is a lot more detailed and precise as compared to the traditional marketing funnel.
This funnel type is very different from conventional marketing because it does not only focus on generating a lead, but also on retaining customers, a process that usually happens after the purchase has taken place.
