How Chatbots for Customer Experience Deliver Results

Chatbots deliver results across a variety of industries. From retail to travel, chatbots are there to help improve the customer experience, acting as the always-on, always-ready assistants your customers want.

Consumers are interacting with chatbots more often, even if they don’t know they are engaging with a chatbot. Read our infographic below to discover why 80% of businesses will utilize some form of chatbot automation by 2020.

What Are AI-Powered Chatbots?

AI chatbots are automated systems designed to hold simple conversations with consumers and leads. They’re often used for live chat on websites, ready to help answer questions for shoppers who are browsing.

Chatbots are programmable, meaning that online retailers can rely on them to address questions on specific topics when no representatives are available. They can respond directly to certain keywords and questions, and their speed is ideal for consumers who may be in a hurry to receive an answer before they decide to buy a product. While bots are often less useful for complex or customer-specific queries, they can generate valuable resources and responses to more basic questions within seconds.

Today, chatbots are commonly used to help retailers save time and provide immediate answers to consumers. They can appear as pop-ups on websites, in SMS messages, and more. Thanks to their speed and convenience, they play a major part in enhancing the overall customer experience.

Who Uses AI Chatbots?

Artificial intelligence chat options can benefit a wide range of industries, from retailers to banks to dating websites. Retailers and financial institutions use chatbots as a way to communicate with leads and existing customers without requiring a live representative for every interaction.

One minute can make the difference between a successful transaction and a lost lead. Chatbots are useful for product and service providers who want to increase the likelihood that shoppers will buy. A bot can simulate human conversation, increasing trust between the consumer and retailer in a cost-effective way. This solution can integrate smoothly with any website management strategy, convincing customers to stay on the website longer.

Chatbots have become more mainstream in customer service as retailers start to rely more on mobile solutions and personalized messages. Phone calls and emails can be a hassle, and the wait times can drive away leads. Chatbots eliminate these wait times while making life easier for both agents and consumers.

Why Use Chatbots to Deliver Results?

Chatbots offer an easy, personal way to interact with shoppers. They’re less tedious than using real-life agents for basic questions, and they reduce the time it takes to handle customer demands. Quiq chatbots deliver a variety of results at once and provide many other benefits for retail and financial websites.

1. Chatbots Help Engage Customers

• From the moment someone visits your site, logs onto your app, or connects with your social media page, a chatbot can be there to start the conversation.
• 57% of consumers are interested in getting real-time answers from bots on a company website¹.
• Chatbots can guide customers where they need to go, based on feedback, browsing history, and other personalized variables. Bots continually learn from interactions and use the information to get better at helping agents and consumers.
• Available 24/7 and across a variety of platforms, consumers can connect with your brand whenever they want, using the messaging channels they already know and use.

2. Chatbots Improve Customer Service

• 95% of consumers believe customer service is going to be the major beneficiary of chatbots².
• Chatbots can open support tickets, answer questions, collect feedback, and point customers toward helpful resources quickly and efficiently.
• Bots are only as good as their programming but good bot interactions escalate to human agents if they get stuck in conversations.
• Chatbots can route customers to the right customer service agent, while providing the agent with useful customer information.
• Chatbots are predicted to handle 85% of customer service interactions by 2020³.
• Setting up a chatbot platform is a cost-effective way to relieve human agents of simple, repetitive tasks, and increase efficiency.
• Chatbot automation could save businesses an estimated $8 billion a year⁵.

3. Chatbots Increase Conversions

• Chatbots can monitor conversations in real-time and analyze the available data to suggest products to human agents. 47% of customers would buy items suggested from a chatbot⁴.
• Set rules for your chatbot to recognize keywords such as “buy” or “purchaase” to prioritize customers who may need help with a transaction.
• Chatbots can present dates and times for customers to schedule appointments and reservations that customers can book with a tap of a button.

How Chatbots Can Be Used in Your Business

If an industry leader is looking to reduce agent workload or find ways to increase sales, customer experience chatbots could make a massive difference. AI-powered bots help retailers in all sectors stay competitive by saving time and providing valuable information that consumers can count on.

Automated systems generate responses faster than a human behind a computer or phone screen, and they can serve multiple customers at a time. It’s easy to program chatbots to answer certain types of questions and provide answers on a variety of topics. You can also use them to prioritize shoppers in need and reserve more complex issues for real-life experts. Quiq platforms allow businesses to integrate both chatbots and personalized messaging for the optimal customer experience.

Quiq: Your Messaging and Bot Solution

Customers are knocking. Are you going to answer? Quiq has the leading asynchronous platform to enable customers to connect with companies across today’s most popular business messaging channels. You know them. SMS/Text Messaging, Web Chat, Apple Business Chat, Google Rich Business Messaging, Facebook Messenger, and Twitter Direct Message, to name a few.

Let Quiq help you incorporate native and third-party bots into any part of the customer conversation to streamline your workflow and deliver results. Contact Quiq for a demo today by visiting www.quiq.com.