Breaking Down the Pros and Cons of Chatbots as a Customer Experience Solution

And by achieving the scalability of support, it can have the ability to successfully handle any traffic surge — like the festive seasons or peak hours — without much of investment. This data can help companies market the products differently and expand their reach. Chatbots are an excellent tool to track purchasing patterns and analyze consumer behaviors by monitoring user data.

Customers hop from one platform to another, expecting your brand to hop along seamlessly. AI-driven chatbots ensure your brand’s voice resonates across these platforms. People in today’s world use shortcut keys to speed up responses and increase efficiency. As a result, chatbots are unable to adapt their language to that of humans.

Consistency in Answers

In either case, this isn’t a great customer experience and can negatively impact your company’s image. AI-powered chatbots generate leads, encourage conversions and cross-sell. Website visitors might inquire about features, attributes or plans. Chatbots efficiently pros of chatbots speed up response times, guiding customers toward making a purchase. For complex purchases with a multi-step sales funnel, chatbots can ask qualification questions and connect customers directly with trained sales agents to lift your conversion rate.

You can empower customers to self-serve, accurately route queries to human agents and deliver highly personalized and contextually relevant shopping experiences. Customer service staff can lose enthusiasm when they spend excessive time answering repetitive queries. Your customers can contact your chatbot from almost any country globally.

Don’t Understand Natural Language

The feedback or experiences shared by different customers can help improve your services, products, or make your website enhanced for your visitors. And chatbots provide instant responses to help customers with simple questions right there and then. This helps to decrease the waiting time for your customer support down to a couple of seconds. That means they only respond to clients but never initiate the interaction. And about 68% of shoppers have a more favorable view of brands that offer proactive customer service.