Today we will talk about the chatbots in companies: these small but extremely useful friends that use artificial intelligence to logically answer all the questions asked by users for economic and corporate activities all over the world. However, can this tool really be considered beneficial or can it play a negative role in the profitability of companies?
Firstly, we must always consider that these friends are tools ideated for the sole purpose of interacting with human beings in a very logical way. For this reason, companies tend to use them in jobs involving customer service, part of sales, by developing specific robots suitable for tasks related to e-commerce, or medical research and much more. This means that most of the agents we serve on corporate websites are not human or, for example, we are served first by a bot, which will later forward the conversation to a human agent as happens on Amazon or Walmart.
It is certain that chatbots can offer us several attractive advantages at a business level. One of the main benefits is the ability to improve operational efficiency. This means that companies can save time and money by turning on chatbots 24/7 to serve unsuspecting customers. Meanwhile, employees can focus their efforts on more complex, with a higher-impact tasks.
Once you understand all these interesting advantages, it is time to understand what are the disadvantages: first of all the absence of a human factor. Every customer is different and, if you are careful, using bots could attract your customers as they are considered less important. There may also be errors; in the end, bots are bots, they can fail and give wrong information. We may encounter bugs or problems that need to be fixed. The most important thing is to always be careful to everything. However, do not worry, in this article we will show you the reason why you should consider implementing a chatbot in your business.
No more words, let’s get started.
Imagine having a team of virtual assistants around the clock, with no need for breaks. Here is in simple words what chatbots can do. Additionally, they can work on routine tasks that would normally require time and resources on the employee’s part of. It is a dream come true, right?
One of the great benefits is the skill to give insight into the performance of your business, including customer service and sales, by saving time and money. Another important point is that chatbots can be programmed as you see fit, so you can experiment and see the other ways you can use to automate your processes within your company.
The modern world is increasingly automated: robots, chatbots, artificial intelligence, autonomous systems. Although this is a huge advantage speaking of business, we are still human and we need to feel that warmth that characterizes us. Everyone likes to be served by another person and not by a robot.
While chatbots can be incredibly helpful in providing instant answers and handling routine tasks: there are times when everyone needs someone else to be there in order to solve a given problem. It is precisely at this moment that we need a balance between the artificial and the natural. Every company needs to achieve that long-awaited balance between machine and man. While robots are very helpful, they cannot be compared to the treatment done by a real person.
The challenge is finding the right balance between automation and human interaction. An effective strategy is to use chatbots with the purpose to handle basic questions, by allowing human agents to focus entirely on situations that require a more personal touch.
It is important for businesses to allow customers to have the ability to access a human agent when they need it most. This can be done through the implementation of an adequate routing system such as the one offered by Callbell which identifies when human intervention is really necessary, by directing the customer to the most appropriate agent.
Bots have certainly revolutionized the way companies to manage their customers. It is crucial to understand what impact this has on sales, performance and business stability. That is why we should always put ourselves in the shoes of a person who desires a product with all his might and, once certain information is requested, finds himself talking to robots. Will it be an enthusiastic or disappointed customer?
Undoubtedly, the second answer is the most appropriate to our current context. For this reason, finding out when to use and when not to use a bot has many pros, but also some cons that can irreparably affect your business.
Here are the pros and cons:
1) 24/7 availability
2) Quick responses
3) Improved operational efficiency
4) Automation of activities
1) Lack of empathy
2) Need for an initial investment
3) Need for updates
4) Difficulty handling complex queries
Thanks to the Chatbot function proposed by Callbell, you will be able to create customized chatbots adapted to your company’s needs.
One of the main advantages of this feature offered by Callbell is its skill to improve the customer experience by providing fast and perfect answers 24/7. This means that your customers will always receive immediate attention, even outside normal working hours, thereby increasing their satisfaction and loyalty.
This will not only improve the customer experience but also allow you to optimize your sales and marketing strategies. However, Callbell does not forget how important human support is.
What are the key benefits of Callbell's Chatbot feature for a company's customer service and sales?
It also collects valuable customer data, enabling effective personalization and informed decision-making to optimize sales and marketing.
How does Callbell find the right balance between automation and human interaction in customer service?
Callbell allows customization of chatbot flows and has a proper routing system to identify when human intervention is needed and direct the customer to the right representative.
About the author: Hello! I am Alan and I am the marketing manager at Callbell, the first communication platform designed to help sales and support teams to collaborate and communicate with customers through direct messaging applications such as WhatsApp, Messenger, Telegram and Instagram Direct