Why do you have only 30 seconds to response to your customers?
For developing business in the internet companies creates websites, it helps them to tell about it’s products and services for large audience.
You connect your offer to part of the customers, when you automatize the purchasing process by adding a lot of photos, video tutorials, products description and convenient payment methods. But what to do with another part of clients who need additional consultations?
It is great, when customers want to ask about your service or product. It means that they are interested in your product. This is what you wanted to do! And here is very important – company need to answer to request in 30 seconds. Not to answer questions, but just to say “Hello”
Nowadays people do not want to wait, because if they don’t get a product from you, they will get it from your competitors faster and even cheaper. And will never come back to you for next purchase.
Companies, which has limited human resources, face with challenges how to avoid it. Human resources in your company are exhaustible and manager not always can answer on request immediately, and he/she works not 24/7. This question is in the table in SME companies where is no need to maintain personnel for customer support that would be provided 24 hours a day.
Such situation usually comes up when customer contact a company via Social Media. At this moment company hurls all effort into request received from email and phone call, or other tasks, and start to answer to message on FB or other Messengers in the last turn. As a result, a customer will be lost the same as a client loses interest in your product.
Social Chatbots can help to solve these issues.
You will find information below about how use chat bots to not lose you customers.
- Usually clients ask one and the same questions.
To optimize customer support department, Chat bot can answer FAQ. For example, terms for delivery, additional tax, price to call specialist at home or the price of first consultation.
- Chat bot can connect with manager.
If user didn’t get answer he needed or looking for more detailed information, Chat bot will offer to connect to manager that will provide him/her with information required. If manager is absent or busy, Chat bot will inform prospect that manager will contact him later.
- As usual manager who can answer general questions is the first who contact with customer.
And after user described what does he/she needs, manager transfer chat to specialist. It takes time and annoys. Help your client to connect with a specialist with Chat bot. It can offer a choice if user woulg like to ask a question to specialist from sales department or technical support? It will help customer to receive required information more faster.
- Chat bot can be implemented to the website
If you implement FB Chat bot to the website as well, there will be no need to use other services for Chats.
- No need to visit a website to start a Chat
If user had found your company on Face book, and he had questions, he/she can ask them directly on your page. And if you handle a “buy online” option your customer will have an opportunity to purchase your product or service on FB page.
- Each client measures up manager and he had provided information.
Automatic answering avoids human factor and increase the quality of customer support.
Such a simple tool as Chat bot will allow you to keep your customers, to foster customer loyality , provide with information required and automatize this process.