Why You Need to Add Chatbot to Your Customer Service in 2024

Running a business nowadays is a lot different than it was a couple of years ago. Today, almost everything is being done on the internet and in order to be successful, you have to follow all of these trends that other influential companies set. Creating a website to fully implement your ideas or set up your eCommerce shop can be tricky. You could outsource it or use guides like these at websiteplanet.com to realize them. But that is just the first part of the “setting up” phase.

Today we’re talking about the importance of reliable customer support service, and one of the main features that make it this way, which is a chatbot. If you don’t know what a chatbot is, or how you can use it to improve your customer service, feel free to read until the end. Let’s not keep this introduction any longer and jump straight into the content.

What is a chatbot?

A chatbot is something that’s powered by an Artificial Intelligence algorithm, and it basically serves as a robot that communicates with those who want to use your customer support service. Now, we’re not saying that this should completely replace your team of real employees, but it adds an additional layer of help that can be sometimes very useful.

It saves time

img source: blog.capterra.com

If you’ve ever visited some of the more popular websites, and you tried to use their customer support, chances are that you’ve been greeted by a chatbot which then asked you a couple of questions before letting you proceed and talk with a real, human agent. This is very useful because a lot of people usually have a problem with something that’s very easy to solve, so in order to save the time of the real agents, the chatbot provides some of the easier answers in an attempt to help the customer.

Of course, if it doesn’t manage to help or provide the right answer, the customer still has the opportunity to proceed and talk to a real agent. However, in many cases, the bot will be of great help and will point the customer in the right direction, usually solving their problem entirely.

It shows your professionalism

According to www.ada.support, using a chatbot is something that shows you’re being professional and that you’re following the latest trends. Customers will always appreciate something like this, and by implementing a chatbot your reputation in their eyes will automatically increase. Chatbots are fully customizable, so you will be able to set it up just as you like it. If you have some specific custom messages that you want the bot to display in the chatbox, you are free to do this, and it’s relatively easy as well.

img source: ltvplus.com

It helps in busy and stressful scenarios

Imagine having hundreds of people asking the same question simply because they didn’t read the FAQ section on your website. If your employee that works in the customer support section has to answer all of those people separately, they will quickly become overwhelmed and your customer support will probably be rated as “poor”. Well, your chatbot is able to answer all of those people at the same time, which is something that a human employee cannot do. With all of this being said, you probably already understand the importance of using a chatbot, so if you are a business owner, we definitely encourage you to try it.