How to improve service and reduce costs by adopting chatbots
Reducing costs and maintaining quality of service didn’t usually go hand in hand, but with the popularization of chatbots, this is a different story now. See in this article what a bot (robot) can do for the health of your operations.
The search for an efficient and personalized service has become the norm from the moment companies realized the little time a user is willing to wait to be served online. Previously popular solutions, such as the call center, fell into popular disgust and, even if they were cheap for the industry, they weren’t effective enough for consumers.
The habit of contacting brands over the phone has been replaced by Facebook inbox (Messenger) and instant messaging on WhatsApp. But how do I meet market demands without growing my company’s expenses? The answer is simple: Chatbot. Making the right decision to optimize your flow of care is simpler than you think.
Developing your own applications to solve customer service issues requires very high investments. But integrating a bot to your website, social media and ticketing system is an easy task that anyone can accomplish, thus reducing the expenses with complete development and technology teams.
There is a higher probability of errors when only humans are involved in the process. By adopting artificial intelligence systems, damages caused by human failures are reduced and the chances of something getting out of control are dramatically reduced. But that doesn’t mean that your customer service will be monotonous and robotic: create journey collections with personalized answers and dialogs in the Droz conversation customization area.
In addition, by implementing a chatbot, it’s possible to retain the service queue by 30% in the first 60 days of use. In order to give you an idea of what artificial intelligence can do for your business, considering the retention of only 25%, companies using Droz Chatbot saved about BRL 642,775 in the first half of 2017.
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