4 Keys on How Chatbots Improve Customer Service in Digital Businesses
Posted: Sun Jan 26, 2025 7:02 am
Businesses have a great ally in customer service in cognitive chatbots; in fact, currently more than half of interactions between users and companies already involve some type of chatbot.
Through automation and natural language processing, chatbots provide a humanized experience in queries and transactions, with benefits such as reduced time and costs.
The use of Artificial Intelligence (AI) has positioned itself as one of the main business trends. To a large extent, this has been driven by chatbots , which have skyrocketed in use in companies, especially to drive greater speed when interacting with customers and provide better service through automation. In fact, currently more than half of the interactions between users and companies involve a chatbot , according to data from Gartner. Thus, in four years they will become the main cash app database service channel for approximately a quarter of digital-age companies globally. With this in mind, we define 4 keys to the strategic implementation of chatbots and how they improve customer service: 1. Availability and reduction of waiting times Today, the average response time of a company can reach 12 hours, according to some market studies; However, chatbots allow us to considerably reduce this time to achieve a better experience , automating instant response messages when the customer writes a doubt, query or question. All this through fluid conversations, with natural language, which allows for efficient understanding.
In addition, since chatbots provide automated responses, they are not bound to a fixed work schedule to answer messages. Thus, the chatbot answers unlimitedly at any time of the day that it is asked questions, so it is always available, 24 hours a day, 7 days a week, which translates into additional time savings for customer service teams. 2. Chatbots help optimize costs By automating responses for customers, chatbots can replace operators in the customer service department, so that they can focus on other activities that occupy more of their capabilities and help the company more, such as prospecting or direct sales, among other strategic tasks. Thus, the objective of implementing chatbots is not to save a payroll, but to dedicate it to issues that generate benefits for the company ; in addition, unlike humans, chatbots are always attentive and never forget important details, which reduces the margins of error, lowering costs. 3. They are ideal for collecting valuable data Chatbots can collect valuable data through voice and text analysis, which serves to meet customer needs, either through specific surveys about a product or service; with this, they locate areas of opportunity to provide better service or user experience. In addition, they can detect customer purchasing patterns and responses to marketing campaigns , which serves as great feedback for a business.
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4.- Personalized attention and service will be a luxury in the future. A large part of these new tools automate and save money for your company, in addition to offering a quick response to the client. However, this can cause direct and personalized contact to become increasingly scarce and valued. We would recommend that SMEs think about the characteristics of their product or service and take into account how close they want to be with their clients. If the priority is to respond to requests and queries in the shortest time possible, chatbots are a great option. But many times, clients require specific support or advice on their purchasing decisions. Therefore, it is important that your business model considers these variants, or even integrates both. It all comes down to the specific needs of each business.
Through automation and natural language processing, chatbots provide a humanized experience in queries and transactions, with benefits such as reduced time and costs.
The use of Artificial Intelligence (AI) has positioned itself as one of the main business trends. To a large extent, this has been driven by chatbots , which have skyrocketed in use in companies, especially to drive greater speed when interacting with customers and provide better service through automation. In fact, currently more than half of the interactions between users and companies involve a chatbot , according to data from Gartner. Thus, in four years they will become the main cash app database service channel for approximately a quarter of digital-age companies globally. With this in mind, we define 4 keys to the strategic implementation of chatbots and how they improve customer service: 1. Availability and reduction of waiting times Today, the average response time of a company can reach 12 hours, according to some market studies; However, chatbots allow us to considerably reduce this time to achieve a better experience , automating instant response messages when the customer writes a doubt, query or question. All this through fluid conversations, with natural language, which allows for efficient understanding.
In addition, since chatbots provide automated responses, they are not bound to a fixed work schedule to answer messages. Thus, the chatbot answers unlimitedly at any time of the day that it is asked questions, so it is always available, 24 hours a day, 7 days a week, which translates into additional time savings for customer service teams. 2. Chatbots help optimize costs By automating responses for customers, chatbots can replace operators in the customer service department, so that they can focus on other activities that occupy more of their capabilities and help the company more, such as prospecting or direct sales, among other strategic tasks. Thus, the objective of implementing chatbots is not to save a payroll, but to dedicate it to issues that generate benefits for the company ; in addition, unlike humans, chatbots are always attentive and never forget important details, which reduces the margins of error, lowering costs. 3. They are ideal for collecting valuable data Chatbots can collect valuable data through voice and text analysis, which serves to meet customer needs, either through specific surveys about a product or service; with this, they locate areas of opportunity to provide better service or user experience. In addition, they can detect customer purchasing patterns and responses to marketing campaigns , which serves as great feedback for a business.
You may be interested in: What is ROAS and how is it calculated?
4.- Personalized attention and service will be a luxury in the future. A large part of these new tools automate and save money for your company, in addition to offering a quick response to the client. However, this can cause direct and personalized contact to become increasingly scarce and valued. We would recommend that SMEs think about the characteristics of their product or service and take into account how close they want to be with their clients. If the priority is to respond to requests and queries in the shortest time possible, chatbots are a great option. But many times, clients require specific support or advice on their purchasing decisions. Therefore, it is important that your business model considers these variants, or even integrates both. It all comes down to the specific needs of each business.