Chatbots have become a vital tool in modern-day business communication. They are critical for customer support and help improve the overall customer experience. Indeed, 61% of consumers say they prefer to communicate with brands via bots, citing speed and availability as the two main advantages of AI chatbots over human support.
Benefits
1. Available 24/7
Bots are available 24/7 and respond to queries quickly. Also, they don’t tire. Customers can ask bots as many questions as they wish without the bot feeling overwhelmed. It’s a quality that human support teams lack. Humans tend to get agitated when they feel the customer is asking too many questions.
2. Helps You Improve Customer Satisfaction
The advantages don’t end there. Timely and reliable customer service often means greater customer satisfaction – and that’s precisely what you can expect from chatbots. Customers leave feeling more satisfied with the experience, leading to repeat purchases and greater loyalty. The trickle-down benefits are endless.
Challenges
1. Chatbot Security
Unfortunately, bots also present marketers and brands with a few tough challenges. For instance, security remains a significant bottleneck, with phishing bots now a huge concern. Hackers have found an easy way to use bots to lure victims into filling out forms and submitting personal information, credit cards, bank account information.
Shane Baker takes a closer look at more of these benefits and challenges and offers viable solutions to help marketers make better use of AI chatbots. You can also check out all the costs and benefits in the infographic below.
