That chatbot technology has proven itself in the field of online customer service is evident from figures from companies such as HEMA and bol.com.
HEMA
HEMA chose to have messages about an online order or 'more HEMA' intercepted by a chatbot. Via Facebook Messenger, this involved 29.4% of all messages. Of all these messages, in 17.2% of cases, no order number or card number was sent by the customer.
The chatbot came into action to request the additional information from the customer in advance, so that employees could then get started right away. This reduced the lead time for such questions. HEMA saw a cost reduction of 17%.
Bol.com
Bol.com works with a chatbot that works seamlessly with other chatbots and with people. This bot is currently active on Facebook Messenger, but it can also be used on other channels. It has the task of brazil telegram data 30 million work planner, where it requests specific information from customers, such as an order number or an email address. The service expert can then get to work on this immediately.
In addition, when a customer asks a question that is suitable for chatbot Billie, he can refer to Billie. In this way, the chatbot can forward the customer question to both chatbot Billie and one of the service experts. At bol.com, 36% of costs have been reduced and employees have 20% more customer interactions per hour. The use of the chatbot has freed up time for specific customer cases.
When developing chatbots, the customer experience is always at the forefront. Therefore, it is important to ensure a seamless collaboration between humans and technology. A bot either works behind the scenes to facilitate the work of an employee, or in front of the scenes to help a customer directly. In the latter case, it is important to think carefully about business ruling and moments when the chatbot escalates to an employee, to prevent frustration and repetition with a customer.
Are chatbots suitable for customer service? Absolutely. But keep in mind that customer contact will never be fully automated, because there will always be customer questions that require an empathetic response. So make sure you have the ideal mix between humans and technology.