{"id":4052,"date":"2019-07-16T15:47:30","date_gmt":"2019-07-16T15:47:30","guid":{"rendered":"https:\/\/blog.reamaze.com\/?p=4052"},"modified":"2023-07-27T23:21:32","modified_gmt":"2023-07-28T06:21:32","slug":"are-chatbots-killing-or-enhancing-customer-satisfaction","status":"publish","type":"post","link":"https:\/\/www.reamaze.com\/blog\/are-chatbots-killing-or-enhancing-customer-satisfaction\/","title":{"rendered":"Are Chatbots Killing or Enhancing Customer Satisfaction?"},"content":{"rendered":"
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Guest Post for Re:amaze<\/a> by Sam Makad. Sam Makad is an experienced writer and marketing consultant. His expertise lies on marketing and advertising. He helps small & medium enterprises to grow their business and overall ROI. Reach out to Sam Makad on Twitter<\/a> or LinkedIn<\/a>.<\/p>\n<\/div>\n

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T<\/span>he rise of AI-enabled chatbots has made it easier than ever before for companies to interact with their customers. These intelligent machines not only allow 24\/7 issue resolution and lead generation for businesses, but they also don\u2019t get fatigued or irritated, which means they can handle multiple questions simultaneously.<\/p>\n

Customers are demanding (and rightfully so).<\/p>\n

Not only do they seek faster, and more personalized digital experiences from brands, they also demand human interaction when it suits them.<\/p>\n

And therein lies the dilemma for brands at the threshold of automating their customer touch points.<\/p>\n

According to Deloitte<\/a>:<\/p>\n

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\u201cCustomers are increasingly demanding instant forms of communication \u2014 messaging apps and social media have replaced emails and phone calls \u2014 especially in personal life.\u201d<\/p>\n<\/div>\n<\/blockquote>\n

The report by Deloitte also lists that \u201cchatbots can bridge the service and communication gaps between an enterprise and its customers\u201d as they are available 24\/7 and are data-driven.<\/p>\n

No wonder, chatbots are used by more than 67% of consumers<\/a> worldwide, and are estimated to save businesses up to $11 billion in support costs by 2025.<\/p>\n

But What About the Human Touch?<\/h1>\n

Chatbots are not effective in 100% of situations. In a study, only 9% of consumers found chatbots useful<\/a> in their attempt to purchase an expensive item. However, chatbots have proven their usefulness in many other situations, especially by improving the customer service levels of brands through instant interactions round the clock.<\/p>\n

For example, a European telco employed a chatbot in a pilot program on a set of common customer queries. The bot resolved 82% of interactions by itself. This number rose to 88% of interactions when combined with live intervention by a human agent<\/a>. This level of performance was reached with only a few weeks of training the chatbot.<\/p>\n

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Today, chatbots<\/a> have become more intelligent due to machine learning capabilities. Instead of solving problems according to pre-defined rules, such chatbots learn by experience and are also able to understand the questions posed by customers, thanks to NLP (Natural Language Processing), leading to more natural conversations or routing the customers to agents best equipped to answer their queries.<\/p>\n

Are Chatbots Really Killing Customer Service?<\/h1>\n

A Forbes<\/a> article mentioned last year how chatbots are killing customer service. Written around a survey conducted by CGS, the same article suggested that chatbots can increase customer satisfaction when deployed in addition to human agents to streamline customer support.<\/p>\n

That\u2019s correct.<\/p>\n

Complete automation will not enhance your customer service, but intelligent automation will. We recommend you to consider two important factors when implementing a chatbot. First, understand what a chatbot can and cannot do. Second, dedicate a team member to spend some time each week to analyze the responses and performance of your bot.<\/p>\n

According to a survey<\/a>, here\u2019s what customers generally depend upon a chatbot for:<\/p>\n