Advantages and disadvantages of Chatbots: everything you need to know

For example, if a specific landing page is underperforming, your chatbot can reach out to visitors with a survey. This way, you know why your potential customers are leaving and can even provide special offers to increase conversions. Imagine a potential customer browsing your website but doesn’t checkout. A chatbot can pop up after a specific time and suggest using an interactive spinning wheel with discounts and other offers for the visitor. They spin the wheel and get a discount code for your latest collection. They probably think to themselves “it would be a shame to waste it”, so they go ahead with a purchase.

Customer service managers can deploy chatbots to increase productivity and efficiency. Because chatbots can handle simple tasks, they act as additional support agents. They can also address multiple customer questions simultaneously, allowing your service team to help more customers at scale. AI has become more accessible than ever, making AI chatbots the industry standard.

Pros of chatbots are as follows

If your bounce rate is high, it shows that potential customers don’t find what they were looking for and leave it to your competitors. A chatbot can help with that by popping up when a visitor is about to leave. They can then offer help in finding what the user is looking for or give them a discount code. As an example, let’s say your company spends $2,000 per month for each customer support representative. If you get your bot from a vendor, you’ll pay around $40 per month for the unlimited number of chatbots.

Today’s AI-based solutions, such as those offered by Aivo, allow you to create a personality for your chatbot and make conversations adapt to the context. You can even teach the chatbot to show empathy based on specific messages or include evasive responses and learn from each interaction. This step ties in with listing your needs—a customer service chatbot should be rated by a different metric compared to a lead generation bot. For example, if you implement the chatbot to increase sales, your metrics should relate to sales, such as conversion rate. You should decide which channels you want to implement your chatbot onto. You can implement Facebook Messenger bots onto your social media page, so your clients can easily find the chat.

Proactive customer service

Such interactions can help you meet and exceed the expectations of consumers in an era of personalized experiences. By deflecting routine queries and offering easy self-service, chatbots can cut the cost of providing customer care and support. According to Business Insider, chatbots could save $11 billion per year for businesses in healthcare, banking, and retail by 2023. Chatbots can automate your responses pros of chatbots to routine, repetitive queries that can take up valuable time. With this time freed up, customer care agents are able to focus on resolving more complex customer issues and providing timely, high-quality service to those who need human assistance. By helping customers get what they want faster and more easily, chatbots can facilitate ecommerce transactions and provide a more satisfying experience.

But for the simpler questions, chatbots can get customers the answers they need faster than humanly possible. Chatbots can deflect simple tasks and customer queries, but sometimes a human agent should be involved. These seamless handoffs from chatbots to agents can help streamline service, save time, and enhance the customer experience. To stand out from the competition, you can use bots to answer common questions that come in through email, your website, Slack, and your various messaging apps. Integrate your AI chatbots with the rest of your tech stack to connect conversations and deliver a smooth, consistent experience. Your customers will get the responses they seek, in a shorter time, on their preferred channel.

Promotes Conversational Marketing

Distributing support queries in this manner helps reduce the workload of your agents, and they can work on different issues comfortably. According to a study, 60% of customer service agents stated that they could work on more complex tasks if they could leverage automation. These chatbots can bridge AI technology with the intellectual capabilities of human agents. When a chatbot is unable to resolve a support query, then a human agent can step in to conclude the issue. In reality, most chatbots are unable to gauge the intent of a query correctly.

They will make mistakes and sometimes even provide wrong solutions to the customers. So companies have to be wary of it and work on improving their chatbots further to avoid such incidents. With chatbots, a single bot instance can handle multiple instances of human interactions and hence reduces the need for manpower substantially. With quick resolutions to queries, chatbots have recorded a higher satisfaction of service when interacting with customers.