Use of chatbots has increased 92% since 2019. Businesses love chatbots – and so do consumers.
Nearly every industry takes advantage of customer service automation technology to improve customer satisfaction. One of the primary ways businesses keep up with consumer demands is through AI chatbot integration. Chatbots have been around for decades but have only recently become essential for businesses to manage and provide exceptional customer service successfully.
Chatbot implementation can be daunting. Businesses need to ensure chatbots increase CSAT rather than drive customers away. Luckily, the shift to intelligent automation softwares is becoming more and more well-received. Consumers have warmed up to chatbots significantly in the past several years and even prefer them in most instances.
Utilizing chatbots is a win-win for both consumers and businesses. Keep reading to learn the top 5 reasons customers are increasingly satisfied with chatbot interactions and how chatbots boost CSAT.
In this article, you will discover:
- The top 5 ways customer service automation can improve your CSAT
- Why consumers welcome the use of chatbots when interacting with brands
- How a chatbot can benefit your business and strengthen customer loyalty
5 ways customer service automation improves customer satisfaction
Access to help 24/7
There is nothing worse than waiting – especially when you need answers quickly. Over 50% of customers today expect businesses to be open or accessible 24/7. Chatbots make it easy for customers to reach your business anytime it suits them best.
The stigma around the use of chatbots has all but disappeared, as customers value 24/7 access to the answers they need rather than a guaranteed human touch. Customers would rather utilize a chatbot to get what they need ASAP, rather than wait longer to speak to a human only to end up with the same result.
Faster Service
69% of consumers actually prefer using chatbots. Consumers value the speed and convenience of a chatbot’s ability to provide fast answers to simple inquiries. With immediate response times and accurate answers, chatbots remove the barriers between brands and consumers.
Easy, streamlined interactions are what consumers expect when they interact with brands online. Chatbots make it easy to exceed customer expectations with instant and accurate responses.
Greater sense of loyalty
While it may seem counterintuitive, customer service automation through chatbots can increase customer loyalty. Nearly 70% of Millennials in the US say they would purchase a product or service from a brand that uses a chatbot.
Since chatbots make it easy to seek help from a business online, customers are more likely to return to your site when they have a positive experience. When chatbots offer customers memorable and dynamic self-service, they will keep coming back.
Personalized recommendations
Chatbots take customer service automation to a whole other level with their ability to access account information, customer history, and incoming data simultaneously. While a customer is asking a question, that chatbot can relay answers quickly while also crawling through account data from the customer and using that information to recommend the next best product or service.
Recommendations are always personalized and specific to the user account, current inquiry, and other past behaviors. Because of their effectiveness at sales recommendations, chatbots are expected to drive $112 billion in retail revenue by 2023.
Humans are always ready to help
As fantastic and helpful as chatbots are, they have their limitations. Luckily, a human employee is always ready to jump in to help when chatbots can’t come up with the answer.
Chatbots do a great job of taking on the bulk of consumer questions and inquiries, but there is always the possibility that deeper problem solving from a human is necessary. Customers get the best of both worlds, and businesses successfully manage their queues by freeing up human resources for more complex inquiries.
A customer success story: customer service automation in action
Chatbot integration sounds great in theory, but what does it look like in practice? Keep reading to discover how boost.ai transformed customer service automation for Telenor and improved customer self-service with artificial intelligence.
Challenge
Telenor is the largest telecommunications company in the Nordics. To improve their day-to-day operations, they needed a way to deliver consistent, on-brand customer self-service.
Solution
With help from boost.ai, Telenor deployed a customer-facing chatbot with over 20 unique integrations. These integrations automate key processes, including requesting a PUK code, upgrading a mobile data plan, viewing an invoice, and more.
Results
By outsourcing the most popular consumer inquiries with help from one of the most advanced virtual agents of its kind, Telenor’s successfully handled over 630,000 inquiries in 2020, answering questions on more than 2,000 topics.
Chatbot integrations helped Telenor reach its ROI goals in less than 12 months. Telenor’s virtual agent, “Telmi,” is now an integral part of their customer service automation model, providing fast and accurate responses for customers.
Transforming customer service, one chatbot at a time
In addition to telecommunications, the boost.ai platform provides thousands of pre-built topics and answers out-of-the-box for various industries, including banking, insurance, e-commerce, healthcare, and more, to help reduce deployment timelines, create superior chatbot automations that enhance customer satisfaction and improve overall service.
Check out our guide below for more case studies from boost.ai, and lots of detailed information on how chatbots are changing the landscape of customer service automation for enterprises.
Customer service automation made easy
As a leader in the customer service automation industry, boost.ai has transformed customer service for banks, telecommunications, insurance, e-commerce, and many other industries. Over 50% of our clients switched to boost.ai after being let down by other chatbot integrations, with many exceeding expectations for ROI after integrating boost.ai chatbots into their customer service models.
Check out our chatbot use cases for more examples of how customer service automations through boost.ai can transform customer satisfaction and enhance brand loyalty.
For more information on chatbot integration, check out these great resources from boost.ai: