Chatbots crashed into the tech sphere around 2015; within a year or two, they were everywhere. If Google Trends is to be believed, they have also come to stay, as interest in chatbots has steadily been growing for the last few years.
But why chatbots?
The exponential growth of digitalisation has resulted in an increased speed of everything: faster delivery times, ever on-demand TV, and also instant communication. The expectation of instant communication, be it through messaging apps, chat windows or even phone calls, is why chatbots are so relevant to the future of customer service. They offer around the clock an access point to your brand, and improve the overall service experience.
Companies that ignore this trend of instant communication, risk decreasing their customer satisfaction levels across the whole customer journey - which ultimately hurts their bottom line. Without due attention, the famous delivery gap, recorded by Bain & Company in 2005, is only expected to get wider as the number of customer service interactions soars. Research predicts that the number of interactions handled by humans is expected to reach 300 million by 2027, with the total annual volume globally rising from 400 billion to three trillion.
The solution is automation. Chatbots, in particular, offer an already familiar conversational interface to the user. They carry great promise, but also many pitfalls that companies should learn how to manage.
We wrote this handbook to equip service leaders with the knowledge they need to implement this new technology into their organisation. Chatbots have the potential to make both customers and the service team happier and more satisfied, but it requires an understanding of chatbot technologies, and their use cases in customer service.
After reading our handbook, you’ll know:
How to evaluate if chatbots are the right choice for your business
What kind of chatbots can be used in a customer service organisation
The five crucial steps required for a successful chatbot project
And much more!
Ready to take charge of your service experience? Get yours now:
Sara is a brand & content strategist at Solvemate. She’s really into chatbots, and improving customer experience. When she’s not writing about customer service automation, she’s an Italo-disco singer and a devoted housekeeping nerd. Hailing originally from snowy Finland, the Berlin winters leave her cold (pardon the pun).