Customer Service Chat Software for Your Website

Chatbots are quickly becoming a viable customer service channel for businesses of all sizes. In fact, with a well-designed chatbot, customers cannot tell if they are communicating with a person or with a computer program. The key for chatbots to help deliver excellent customer service is in recognizing the context of customer questions and requests and to respond accordingly.

Over the past several years, we have seen customer demands shift to immediate responsiveness from the brands they work with and an expectation of fast and reliable service across all of the various channels through which they communicate. At the same time, technological advances are supporting (and further driving) these increased customer expectations. This evolving environment has put customer service professionals under increasing pressure to incorporate tools that will enhance the customer experience with their service departments. Perhaps the most effective technology among newly available customer service tools is the chatbot.

What are Chatbots?

Chatbots are cutting edge computer programs that are developed to simulate human conversation. The effective use of chatbots within customer service departments will effectively offload massive amounts of frequently asked, repetitive questions and tasks to machine-driven chat. Human agents are then freed-up to handle more complex and demanding requests.

The Growth of Chatbots as a Customer Service Software Tool

In recent years, the use of chat software for customer service has seen a dramatic increase as it allows these departments to more easily identify customer problems and bring them to resolution quickly. According to Gartner, by the year 2020 more than 85% of a consumer’s relationship with a brand will be managed without the need for any interaction with a person. Chatbots are now seen as the future in customer care as the industry continues to shift toward self-service and the operational efficiencies this change will bring.

How Chat Software Will Revolutionize Customer Service

Today, there are four primary ways in which chatbots will alter and improve the customer service experience.

Always Available

Customer service, being primarily about convenience and quick resolutions, demands 24/7 availability to meet today’s consumer expectations. Chatbots offer a powerful and cost-effective way to provide basic levels of support and guidance round-the-clock. The most intuitive chatbots can easily guide the customer to find the information and answers they need and hand the chat off to a human when and if necessary.

Instant Access

With chatbots, customers no longer have to wait for the next available agent to assist them. The chatbot simply launches in an on-demand fashion and guides the customer to the information they need through human-like chat.

Personalized Customer Service

Chatobts offer a unique opportunity to collect customer data from chat-driven support interactions. The delivery of this gathered information to human agents allows them to conduct more personalized interactions with the customer.

Build Relationships

The effective use of chatbots can help companies to cultivate relationships with their customers by revolutionizing the ways in which they stay in touch. Sending birthday wishes and checking-in with customers to inform them of special offers that may be of particular interest to them are some of the ways that chatbots can help to foster customer loyalty.

Contact us to discuss a customized customer service chatbot for your business.