Chatbots Are helping Small & Mid-Sized Firms Compete With Big Businesses

Small and midsize businesses are regularly challenged to compete with enterprises that have deeper pockets, larger contact centers and more options to serve their customers.

By embracing chatbots, smaller firms can improve their Customer Experience and compete head-on with larger companies. Here’s how…

• Basic question-and-answer functions. When customers start an online webchat they can get routine information such as overnight mailing addresses, product information, links to knowledgebases and physical location hours. Customers get their information faster – via their preferred device – and your business doesn’t need to rely on more costly employees to answer basic questions.

• Addressing complex, customer-specific inquiries. These include looking up account balances, linking to extended warranty terms and scheduling service calls. The chatbot asks for information to confirm customer identity and then accesses the appropriate database, knowledgebase or apps to complete the request.

• Delivering scripted information. By directing a customer to a chatbot, companies can ensure there is no human error that may result in potential industry compliance and regulatory liabilities.

• Making recommendations. By asking customers a few questions, the chatbot can make product or service recommendations, thereby increasing sales. Further, analytics tools can track customer preferences and make proactive recommendations in the future.

• Assisting human agents. Chatbots also can listen to conversations between agents and customers, offering real-time suggestions on upsell opportunities. Or, if a customer becomes upset, the chatbot can summon a supervisor to join the call.

Once trained and implemented, chatbots cost roughly 10% to 20% of a human agent, and leading AI platform vendors like Google, IBM, Amazon and Oracle are teaming up with contact center providers like Mitel to make chatbots even more intelligent.

Looking for more innovative ways to improve your customer service? Contact us today at (703) 321-3030 or info@tcicomm.com.