How can Chatbot Increase Customer Experience (CX)
A consumer will not mind paying a bit extra to a retailer that saves their shopping time by offering quick assistance on choosing a product or making a checkout. A patient will not mind paying more fee to a healthcare service provider that is ready to provide useful consultation or service modestly.
Today consumers not just buy a product or service; instead, they buy an experience. And they are ready to pay a higher price for a better customer experience.
Chatbots are disrupting the way companies, and consumers used to interact, and more and more businesses, nonprofits, and governments are harnessing the capability of chatbots to make a difference to their CX. Though chatbots are a virtual assistant, they are making the real impact — learn how.
1. Delivering personalized experience
Chatbots can work harmoniously with the legacy IT ecosystem, including CRM, billing, inventory or other silos and help businesses deliver a personalized experience to consumers based on their profile, past requests or complaints. The personalization strengthens the customer, which can translate an average customer into a loyal.
2. Making conversation interactive and engaging
NLP (Natural Language Processing), the founding block of conversational AI chatbot, makes the chatbot a Trojan horse that can dig into the context of the conversation and decode its intent (positive or negative) thereby enabling the chatbot tool to respond naturally like a human to the users. Interestingly, NLP can find the patterns of sentiment from a volume of customer interactions, which businesses can leverage to improve their processes or operations.
The user-engagement is directly proportional to business ROI as it drives customer acquisition and NPS (Net Promoter Score). What is NPS? It’s an evolutionary term that gauges how likely your customers are to recommend your business/product/service to their peers/family/colleagues.
3. Making delivery faster
Chatbots make information and services easily accessible to customers over any phone or desktop device. Take for example banking chatbots like Nina (Sweden), Erica (Bank of America), Eno (Capital One), Aida (SEB), Wells Fargo (Wells Fargo) are helping consumers of respective banks to access information, and accomplish banking tasks in easily and quickly.
Healthcare AI chatbot Lark acts as a virtual health instructor and guides individuals with health and fitness trips to live a healthy life. The chatbot is helping businesses to build a healthy workforce and insurance services provider to contain health insurance claims.
Adidas Originals, a Facebook Messenger chatbot, helps shoppers to pick the right size and design of shoes from its online store.
4. Delivering resolution faster
Customer churning is like a hole in a vessel; if not plugged on time, it will make the vessel empty. Fortunately, chatbot is a solution that plugs it well, provided its conversation is inspired by thoughtfully. Chatbot designers and developers have to learn about customer satisfaction and churning, besides knowing the ins and outs of the chatbot framework or builder they use.
