This fact and the additional features available in chatbots make them one of the most effective customer service solutions.
First, they are accessible to customers 24 hours a day, 7 days a week, including holidays. For organizations, this means they can save money and keep only the essential amount of human reps on staff while also being able to laud their customer service accessibility. For customers, the ability to have their questions or concerns answered anytime, anywhere is a priceless feature:
A chatbot also has the ability to handle a seemingly unlimited amount of customer service requests simultaneously. Whereas a human rep is restricted to 3-4 interactions at any given time, a chatbot can handle thousands. The tasks a chatbot can handle, too, are varied. For example, Mastercard’s chatbot allows customers to track their finances, request statements, and ask questions directly through Facebook Messenger.
Chatbots are a great way to provide excellent customer service without the added complication of human emotion. When a customer encounters a problem, they are not guaranteed to address a customer service rep with a level head nor can you rely on human representatives to respond in that manner all the time either. Chatbots, however, are programmed to always be polite, helpful, and positive.
So if you can see the benefits of your organisation having a chatbot, and want to learn more, please contact us for a free demo at firstname.lastname@example.org.