How to use chatbot to improve customer service and conversion? 

Nowadays, it is essential to improve the quality of customer service and bots are a fundamental resource to achieve this, offering numerous advantages for employees, the company and its customers. This tool helps to improve response time, which increases sales and reduces the number of calls and emails that support staff must handle. 

What is a Chatbot? 

A chatbot is a cognitive solution that works as a virtual assistant thanks to artificial intelligence and natural language processing, which is the main component. They have a trainable algorithm, a part of the attention to users is automated. This algorithm reproduces behaviors and improves them according to the analysis capacity of the data obtained. It can offer different functionalities and adapt to the needs and objectives of each company. Among the benefits that can be obtained, the following stand out:  

• Continuous availability, 24 hours a day, 7 days a week.  

• Ability to serve multiple customers at the same time.  
• Faculty to solve the most common doubts raised by users in a close, efficient and personalized way. 
• Ability to automatically collect and store a large amount of data and information about the users with whom it interacts. 

Some ideas on how they can be implemented in customer service to improve the experience and increase satisfaction are: 

1. Answer frequently asked questions: Bots can be programmed to answer questions quickly and efficiently, allowing customer service agents to focus on more complex issues. They can also provide accurate and consistent answers across all communication channels, ensuring that customers receive the same information regardless of how they communicate with your company. 

2. Automate customer service processes: This tool can help streamline processes, such as creating support tickets, scheduling appointments and updating customer information. This not only improves customer service efficiency, but also provides customers with a seamless and interruption-free experience. 

3. Provide real-time assistance: Bots can provide support immediately and around the clock, allowing them to quickly solve your problems and get answers to your questions.  

4. Provide multilingual support: A bot can be programmed to provide support in multiple languages, allowing it to provide customer support to a global audience. This is especially useful for companies that have an international presence or sell products and services to customers around the world. 

5. Conduct satisfaction surveys: Companies can collect customer feedback through automated forms. This allows companies to better understand their customers' needs and expectations, and take steps to improve the user experience in the future. 

Bots are an innovative, cost-effective and practical option to speed up business processes, reduce repetitive tasks and get into the use of new technologies and artificial intelligence. If you want to take advantage of the great benefits of virtual assistants in your company, contact us so we can help you.