Customers, today, prefer not to avail the service of a customer care executive. The majority of human interaction is getting automated and this trend is witnessing a high rate of adoption by the iOS or Android mobile app developers especially. A report by Gartner reflected a shift in customer behavior predominant by the end of 2020, where 85% of their relationship with the enterprise will take place in the absence of any form of human interaction.
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The key benefit lies in the cost reduction of hiring an extra human hand to cater to 24 hours round the clock service to its end users. A service sector such as food outlets and restaurants survive on quality customer service that holds a predominant position in their business module. Mobile app development companies maintain a live chat option where chatbots, designed on the combined concepts of Natural Language Processing (NLP) and Artificial Intelligence, respond to customer queries through texts and digital chats.
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Benefits obtained from hiring chatbots are undoubtedly numerous. Let’s explore the many ways by which chatbots are exerting influence in the customer service sector:
- Chatbots service 24/7- It is often not feasible to hire a 24/7 customer care person to cater the unending customer queries, even if we totally ignore the cost factor working behind such an employment. Service sectors such as restaurants, hotels etc. do require around the clock customer service since it is the usual trend amongst most buyers to make their purchase decision at wee hours. The cost-efficient and never sleeping chatbot comes to the rescue especially for small units who have a tight budget. Customers receive the same level of service which they can expect from a human representative. Moreover, the smart bots are smarter in identifying human emotions such as anger, confusion, fear, and joy. If they detect the rising frustration among the customers they seamlessly transfer the communication to a human executive to take over and finish assisting the customer. Chatbots are aptly programmed with embedded answers prior to all standard and frequently asked questions.
- Cut-off waiting time- Chatbots are expert in rendering round-the-clock assistance responding to customer inquiries in a shortest possible time. Most importantly, the waiting time is completely cut-off the unbearable waiting time since they are capable of attending multiple customers at a time. The age-old concept of on-hold music is a major contributor to raising customer frustration before the call gets transferred to an executive.
- Personalized customer experience- Most hired mobile application development companies often include the option of storing customer information such as contact details, order history, and preferred payment to notify as soon as an order is ready to be delivered. Also, they serve the purpose of a virtual assistant feeding useful and real-time customer data mostly based on their purchase and search history to the executives. Such information proves quite beneficial to the latter in addressing customer inquiries with solutions aptly fitting their taste and choice.
- Chatbots build long-term relations- Companies, who still prefer human interaction in handling customer queries rather than availing automated service of a chatbot, expect their human helping hand invests more time to make outbound, proactive contact with the customers. But it is time to realize that such a task is often humanly not achievable. Chatbots have revolutionized the brand-customer relationship. Either in the form of a simple email or text on a customer’s birthday or a quick check-in to inquire their experience with the brand’s product or service, chatbots is catering to multitasks in promoting brand loyalty. Also, they initiate one-on-one communication framing a real-time response to their complaints and gather useful feedback from the customers in the process.
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Time to wrap up
We have just cited the example of the restaurant and food outlet sector to display the benefits mobile app development companies and their customers stand to benefit in availing the service of Chatbots. However, we do forget to realize that more we adopt the modern technology the more we are pushing many professionals to the point of unemployment. Modern technology, on one hand, simplifies human lives but, on the other, only ends up replacing human workforce. It will not be long before the whole world witness a massive unemployment crisis.
However, before that day arrives, the companies are and will continue to adopt the new inventions as and when they come along their path.
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