Integrating a chatbot into your business is one excellent way to always stay ahead of your competition. Chatbots are capable of providing great customer service and increasing customer engagement for your brand.
According to a study, the chatbot market size is expected to rise at a CAGR of 29.7%, from $2.6 billion in 2019 to $9.4 billion by 2024.
In this article, we will discuss the features and advantages that make chatbots such an attractive tool for businesses and why you should invest in them now.
What is a chatbot?
A chatbot is a computer programme that is developed to imitate human conversations with a user over the Internet. It works as an automated virtual assistant that connects with users through messages or chats.
Such innovative, AI-powered chatbots are now taking over the market.
5 Most essential features that every chatbot should have
Chatbots offer instant answers to customer queries in real-time. According to a survey conducted in 2017, 34% of clients prefer communicating with a chatbot.
Picking a chatbot for your business can be a tough decision; we must remember that not all chatbots operate in the same way. However, regardless of your requirements, there are five essential features that your chatbots must have.
Let’s discuss these features one by one.
24*7 Customer Service
64% of Internet users believe that 24*7 customer service is the best feature offered by chatbots.
This feature makes answering urgent customer queries convenient. Without this feature, query resolution will be a needlessly elongated process, even for the simplest of doubts.
Personalised conversation
Your chatbots must be equipped with customer information. Starting off with basic data like name and query information will instantly put the customer at ease. The communication can be further personalised by adding the customer’s preferred language. The conversation should be more natural and less forced, and AI and machine learning can help achieve this.
Understand when the queries are beyond their scope
Chatbots should be designed with limitations in place. Certain queries need human intervention and the tools should recognise and enable this whenever needed. A basic understanding is very important—transferring to an agent is better than offering an inappropriate solution.
Accessibility
Chatbots must be accessible to all customers irrespective of their language proficiency. For example, if a customer is visually impaired, then the chatbot should respond accordingly. For a customer who is not so tech-savvy, the chatbot should provide them with a simple step-by-step guide. Chatbots should also be accessible on all devices. The idea is to make all interactions easy for the customer.
Secure customer data
In our fast-paced digital era, chatbots must be extremely secure and should prioritise customer privacy. Your provider must have a transparent security policy that details the data that the chatbot collects and its uses. The customer should always feel secure when providing data to the chatbot.
What are the advantages of integrating chatbots into your business?
For any business looking to succeed, delivering good customer service is a top priority. This includes not just existing customers, but potential leads as well. Happy, satisfied customers will come to you again and again.
Chatbots are one of the best ways to boost up your customer experience. Here are some benefits that come with integrating a chatbot with your business:
Increases sales
Chatbots provide real-time support to your customers. If the customer’s queries and issues are resolved instantly, they will be motivated to make the purchase and recommend your business to others. Chatbots not only generate more leads but also increase your sale.
Gathers customer insights
Chatbots can gather data and insights by interacting with customers. You can sort through valuable data to find the most common queries. Based on this analysis, you can make certain information readily available to help your customers and enable self-service. If your customers find the required information faster, they’ll be more likely to stick with your brand.
Helps save money
It takes plenty of resources to run a full-fledged support team. And for a growing business, this expense will increase with the number of customers. Incorporating a chatbot in your support team will not only free up your agents for more delicate tasks but also resolve simple queries quickly.
24*7 Availability
A great advantage of chatbots is that they’re always available to answer your customer’s queries. It is difficult for agents to be available 24×7. Customers don’t like to wait and might shift to a different brand if they are constantly delayed. No matter the day or time, a chatbot can always find solutions to their problems in real-time.
Wrapping it up
In the modern world, chatbots are very helpful for your business as it saves a lot of time, money and resources. Armed with these features, which are must-haves, your chatbot will take customer experience to the next level. Not only will your brand be known for being consistent and reliable, but it will also be known for keeping pace with market trends and the latest technological advancements.
