Top 6 Ways AI Chatbots can Boost Customer Engagement

Artificial intelligence is redefining the business landscape with automation of customer support to generate responses with accuracy and speed that humans can’t deliver. Chatbots are AI-based support agents that are being used in many different customer-engagement scenarios.

Forrester report says, we have already stepped into the era of automated and strategic customer service. Customers prefer prompt actions delivered by chatbots fueled with artificial intelligence for better engagement.   

These bots are designed to simulate human interactions and provide immediate, personalized responses 24×7. With these bots, the annoying wait times in customer service is eliminated, especially handling customer queries.

Top 6 ways chatbots can boost customer engagement

Implementing the best AI chatbot to business is one time investment for timeless benefits. Let us discuss the six different ways how chatbots helps to increase customer engagement.

1. Provide 24×7 real time support

“Chatbots are key tools of good integrated customer experiences.” – Olivier Ezratty

AI powered chatbots provides more functions in less time and is 24×7 service provider with minimum cost. Chatbot generate answers in seconds once request is received from customers. No matter, you are a startup or an enterprise, offering automated support with chatbots has a positive impact on your customer satisfaction.

If you are looking for fastest response for your business, chatbot is the better option to engage your customers by answering their information based queries. Ubisend Report says 21% of consumers see chatbots as the easiest way to contact a business.

Key takeaways:

• Start your customer conversations with chatbot to collect visitor information and answer basic queries. And if the queries get more complex, route them to your support team which can help them better.

• If your customer expects an instant response, typically less than 30 seconds, then chatbot can be an ideal fit.

2. Automates customer support

Chatbots have a big impact in the customer communication landscape. You can automate your live chat software with bots to provide quick answers, proactive customer interactions and increased customer

Reports say 64% of internet users say 24-hour service is the best chatbot

Chatbot automation improves live chat customer satisfaction by answering all general questions related to shipment or delivery. Chatbots also collects customer information that can be transferred to the right agent for future

Chatbots automation boost customer experience by engaging customers by the following ways:

• Chatbots are active 24×7 to engage customers to handle information based questions.
• AI chatbots all the basic queries and reduces the number of help desk tickets raised by customers.
• When chatbots do not understand the question asked by the customer, the chat is transferred to the customer support agent.

Hipmunk’s “Hello Chatbot” for example was created to engage customers at a closer level. Hipmunk is a popular platform for searching for travel deals such as  flight bookings, rental cars, hotels, and tour packages. 

3. Scale your support team

Chatbots enhance the business productivity by delivering providing quick answers and solutions to customers. Juniper Research estimates that chatbots will help businesses save more than $8 billion per year by 2022.

Lets say your business receives more than 1000 chat requests per day. It is not possible for the human agent can’t handle those many chats. You will need more number of customer service agents and need to train them as well, which involves extra time and monry.

The advantage that chatbots offer to any business are as follows

• Scalability: Chatbots can handle endless requests with great ease.There is no extra cost involved when the scalability increases.Thus you engage more customers and deliver better customer experience
• 24×7 support: Chatbots can promptly engage customers round the clock support in real time and offer basic information to the customers. 

4. Human handover for complex queries

The main focus of every business is to deliver superior customer service by instantly responding to the queries by the customers. Chatbots are the best way to engage customers with faster response and boosting their experience.

At times customers ask complex questions that bots do not understand. For example, What kind of fabric is the dress made of? Such questions are handover to the human agents as they can provide the right answers to

Live support agents use live customer engagement tools like co-browsing and video chat to deliver interactive visual support. By instant response with AI chatbots and human support for the tricky questions, you deliver hybrid support and great experience of both the world to your customers. 

5. Reduces support tickets

When businesses are unable to meet customer queries in the right time, they raise support tickets. The more number of support tickets indicates poor quality customer service. By implementing AI chatbots you can automate your customer support.

Chabots engage your customers 24×7 by answering all common queries related to shipment of the product, rescheduling the delivery date etc. Thus, the number of support tickets to be raised is

Customers are happy & satisfied when they receive the answers at the right moment and enhances customer experience. 

6. Improves customer satisfaction

AI chatbots helps to improve customer satisfaction by handling queries round the clock. It allows collecting customer details before transferring the conversation to the right agent. It also enhances the customer engagement process and operational efficiency.

Chabots enhance customer satisfaction by following ways

• Deliver prompt support round the clock
• Provide basic information related to purchases or products
• Transfer the difficult queries to deliver humanized support

When the customers are satisfied they retain with your business for a long time. They are ready to pay more for your products and services and turn into your brand advocates with a good word of mouth. 

Final thoughts

To boost customer engagement with AI chatbots you have to implement the above mentioned ways to interact with customers. In the current time when the world running behind automation you should not neglect engaging customer base, who are the strength of your brand.

Author Bio: Snigdha Patel works as a content writer at REVE Systems, shares a blog on how AI powered chatbots are transforming the business landscape and the different ways chatbot can be used to enhance customer engagement to make a world of difference to their customer experience.