Customer experience is much more than just a metric for a mobile app to tick. Here is a stat to prove just that:
According to Huffington Post, 85% of customer churn due to poor service was preventable.
This just goes to show how passive strategies used by mobile app development services can cause business harm when it comes to customer service. One other hand, many mobile app development solutions providers are told by businesses that although they want their customer service to be excellent, their scale does not allow them with the resources required to expand their customer services. This lack of resources can be an impediment to getting more customer executives on board, providing 24 x7 customer service or for providing instant responses. Such services are available in abundance to the deep pocketed brands. A chatbot solves this exact need gap.
Here are the numerous ways chatbots can be of great help to your app by creating a better customer experience
1.Even if your customers do not communicate it, the availability of the business 24 x 7 is a latent need. According to Forbes 51% people say that a business needs to be available 24 x 7. Now, this is not a conventional service for a business. This is a not a mobile app development need which will immediately show increased demand; nor is it an app development need which can be clearly monetized. Think of this as the topping on the cake; you can always have a cake as it is but you will always prefer one with a topping.
Now, it is not necessary for you to put in a team of customer executives who are responding 24 x 7. There are multiple AI powered chatbots which can take care of the repetitive queries; if not, they can send the customer message forward to your customer executives who can remotely communicate with the customer or flag the request for next day.
2.It creates a more approachable channel of communication for your customers. Most of the customers already believe that talking to a brand is difficult. There are long waiting hours in offices and stores, the phone systems put them hold and no one knows what happens to the emails – this may not be the reality but customers definitely believe this. This is exactly the reason why when a brand responds immediately to customer queries, it delights them!
Now, you may believe that your social media presence or the WhatsApp number provided on your website or the toll free number you have booked are all creating an open channel for your customers – this may not be the truth for your customers. The first things people do these days to know about products is to Google them. They land up on the brand’s website and look for their answers. Won’t it be more effective if a chatbot is available right at your homepage? Approximately 46% customers prefer messaging instead of emailing.
3. Chatbots can provide instant responses and have consistent response rates. When it comes to human customer executives there are several things out of your control as a business – their efficiency rates both in terms of picking up customer queries and their ability to solve them instantly, is one of these abilities. A chatbot can single handedly bring you immense control in both these areas – picking up more customer queries and solving them instantly.
Here is how – a chatbot is not supposed to pick up specific queries; it is a communication channel which will respond to all customers instantly. Second, even if you have an experienced customer executive in place, she will need some time to solve the query; a chatbot on the other hand can give instant solutions like links to tutorials, blogs, e-books or actual answers in case the query is common amongst customers.