7 best benefits of using chatbots for customer service and marketing
1. 24/7 Availability
Chatbots are available 24/7, providing customers with immediate assistance whenever they need it. For example, the cosmetics company Sephora uses a chatbot on its website to help customers find the right products and answer any questions they may have. This has led to a significant increase in customer satisfaction and sales.
2.Improved Efficiency
Chatbots can handle multiple customer inquiries at once, freeing up time for human customer service representatives to focus on more complex issues. For instance, the airline KLM uses a chatbot on its website and social media platforms to handle up to 15,000 messages per day. This has resulted in a 40% decrease in response time and a 15% increase in customer satisfaction.
3.Personalized Experience
Chatbots can gather data about customers, such as their preferences and purchase history, to provide a more personalized experience. Starbucks, for example, uses a chatbot on its mobile app to allow customers to place orders, pay, and even customize their drinks. This has led to a more streamlined and convenient experience for customers.
4.Cost Savings
Chatbots can reduce the cost of customer service by automating routine tasks. According to a study by Juniper Research, chatbots are expected to save businesses $8 billion per year by 2022. For example, the telecom company Vodafone has reported a 68% reduction in call center costs thanks to its chatbot.
5.Increased Engagement
Chatbots can be used to engage with customers in a more interactive and conversational way. The clothing retailer H&M uses a chatbot on its website to help customers find the right outfit based on their style and preferences. This has resulted in a 20% increase in conversions.
6.Scalability
Chatbots can be easily scaled up or down to meet changing customer demands. For instance, the food delivery service Grubhub uses a chatbot on its website and mobile app to handle a high volume of orders during peak times. This has resulted in a 20% increase in order volume.
7.Data Collection and Analysis
Chatbots can collect data about customer interactions, which can be used to improve products, services, and marketing strategies. For example, the beauty brand L’Oreal uses a chatbot to gather data about customer preferences and habits, which is used to develop new products and targeted marketing campaigns.
