When you need some help with any product or service, chances are you have spoken to a chatbot first.
Chatbots are now replacing human customer support agents to respond immediately to any inquiries. For companies, this is good because they can now pool their resources somewhere else aka save cost.
However, dealing with these bots can be very annoying for customers, especially if one needs a specific answer. Studies have shown that many customers leave a company because companies are no longer providing good customer service.
What exactly causes customers to hate chatbots? Here are some reasons why companies should reconsider using them:
Chatbots Ask Questions All the Time
When you talk to a normal customer service agent, you can explain to them the issue and they will answer your question directly.
Chatbots, meanwhile, cannot analyze a question and answer it directly. They will keep asking questions and even if you are not asking for it.
Chatbots Take Time to Use
Since a chatbot cannot analyze a question properly, they will take time to reach a solution. Sometimes, they will just keep asking you questions until you have had enough and ask for agent support.
Chatbots are a Sign Companies are More Focused on Costs
For many customers, chatbots are there to reduce costs for the company. Companies only need to buy the program, run it and let it answer client inquiries even if it cannot give a direct response. If they retained agents, they will have to pay them to be on-call 24/7. Not to mention, the training and hiring cost that comes with employees.
Search engines are better than Chatbots
Chatbots work like search engines. You ask it a question and it will try to give you a short response based from its customer service site. However, unlike search engines which users can get specific results, chatbots take a lot of time (and follow-up questions) before it gives you a somewhat acceptable answer.
Chatbots are not perfect
AI-technology like chatbots are a great innovation for business. However, it is still not perfect and lacks the human touch consumers are looking for. Chatbots also need to be taught by humans to improve. For customers, it feels like they have to be the ones to do everything for the company.
Companies should use the right tools, practices and people to deliver a good customer experience. Tools, such as website analytics, can help companies identify the issues their clients often experience.
When it comes to people, companies must take into consideration if they have the values necessary to assist clients and make them happy.
Finally, companies must be transparent and allow their staff to make fast decisions for their clients. They must also keep in touch with customers to know more about them and their needs.
Luxury brands have seen the benefits of good customer service and now investing on it. If you are running a company, review your customer service system program and revise it.
I feel that Chatbots are ok as a preliminary answer to client concerns. However, it is still different if there is a human touch to answers. So, find a balance and give your customers reasons to keep coming back to you.
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