{"id":5453,"date":"2018-09-14T12:14:07","date_gmt":"2018-09-14T12:14:07","guid":{"rendered":"https:\/\/blog.smatsocial.com\/?p=5453"},"modified":"2018-09-14T12:14:07","modified_gmt":"2018-09-14T12:14:07","slug":"how-chatbots-are-creating-a-better-customer-service-experience","status":"publish","type":"post","link":"https:\/\/www.smatbot.com\/blog\/how-chatbots-are-creating-a-better-customer-service-experience\/","title":{"rendered":"How Chatbots are Creating a Better Customer Service Experience"},"content":{"rendered":"

Customer service is becoming important with the customers having access to multitude mediums to interact with brands and businesses.<\/p>\n

As per a Walker study by 2020, customer experience is going to be a key product differentiator in overtaking price and product for businesses<\/p><\/blockquote>\n

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The most challenging thing about customer service experience is brands are not able to hear back from the customers on what went wrong from their side. As per a study 67% of customers mention bad experiences as a reason for churn, but only 1 out of 26 unhappy customers complain. These statistics clearly show that why it becomes absolutely necessary to provide best of the customer service experience to any customer in the first time itself.<\/p>\n

Over a period of time, brands and businesses have tried and tested multiple ways of addressing customer queries and providing them exceptional customer service. Some of the examples are Live chats, customer community, support portals, Frequently Asked Questions (FAQs), short videos and how-to-do demonstration videos.<\/p>\n

With digital channels becoming more prevalent, customers want brands to be present for their queries 24 by 7 with the ability to resolve issues quickly. This gives an opportunity for leading technologies like Artificial Intelligence (AI) and Natural Language Processing (NLP) to contribute in the customer service challenges spread across the industries. Smart chatbots are one of the examples of how AI and NLP can be a real game changer for customer service or sales support.<\/p>\n

Let us briefly look at how chatbots are taking customer service to next level –<\/p>\n

24*7 Availability:<\/strong><\/span><\/h2>\n

This is one of the most obvious benefits of chatbots but it is also important to choose the right solution without any hiccups in responding to customer queries. Chatbots are a much smarter way to reduce customer wait time and serve them round the clock.<\/p>\n

Better alignment with agents: <\/strong><\/span><\/h2>\n

Chatbots are smart and can be customized as per business needs to help them in assigning issues or tickets to the right agent. This reduces the time for support agents to manually categorize tickets.<\/p>\n

Quicker Issue Resolution:<\/strong><\/span><\/h2>\n

Customers want their issues to be resolved quickly. Chatbots can assemble different queries at level 1 and then can help agents in resolving the query immediately via past information collected about similar issues. This shortens the resolution time for customers.<\/p>\n

Cost Optimization<\/strong><\/span><\/h2>\n

Chatbots helps in reducing costs and optimizing them by reducing manpower, reduce costs on training, reducing churn rate and enabling better lead conversion ratio.<\/p>\n

How SmatSocial\u2019s SmatBot<\/a> is a game changer for customer service teams?<\/p>\n

Per a recent Forrester report, enterprises can take advantages of chatbots by –<\/p>\n