Tech mahindra
Tech mahindra

Chatbots: The Future of Enhancing CX

Posted by: Anivarit Agarwal, Gautam Duseja On June 19, 2017 02:22 PM

As a customer experience (CX) specialist in your organization, you must have heard the buzz about chatbots. How they are being leveraged by organizations to improve customer service by readily proving the information as and when customers require it. From a business strategy point-of-view, you know chatbots will help your organization improve customer service, but you’re not totally convinced whether this channel of communication will really help improve CX.

No worries. Sit back, relax and read. By the time you finish reading this blog, we guarantee that you will be equipped will all information you need about how bots will assist end users and be beneficial to your business.

Chatbots improving Customer Experience

Whenever a customer needs information or wants to resolve a problem, they route themselves to find solution either through voice/contact centres or search for the same on company’s website or mobile app. They look for the information by navigating through various pages. Although this method of searching is good, it is limiting. What would have been better is providing the customer a personalized experience. The more you know about your customer’s needs, the better equipped you are to serve them, and hence they will be satisfied with the solution you provide. Owing to this, there is a higher likelihood that they remain loyal to your business in the long term. Also, if they get the information they require immediately , it will not matter to them if the service came from a chatbot or a human. Hence, using chatbots as a channel of interaction helps in improving customer experience.

How chatbots can benefit your business?

Businesses are beginning to see the benefits of using chatbots for their consumer facing products and services and 80% of respondents said they are already using or planning to use chatbots by 2020, according to an Oracle survey.

The benefits that your business will see after implementing chatbots are:

  • Automating low skilled work: Unlike humans, chatbots do not sleep. They continue to provide 24/7 service to customers. Automating various business processes helps reduce the FTE count.
  • Improves Efficiency:
    • Customers do not have to wait in line for a resolution. A single chatbot can handle thousands of chats simultaneously.
    • The headcount of your organization doesn’t need to be increased, even as the customer base grows, owing to the fact that chatbots can handle various chats at the same time.
    • Existing staff can be utilized for another work.
  • Cost Effective: Automating simple conversations helps to reduce the overall budget of the organization.
  • Improves Brand Value:
    • A chatbot offers service to the customer instantly, which helps to build brand, reputation and customer retention.
    • As Artificial Intelligence (AI) technology grows, chatbots will tend to offer more accurate data in a humanized way
  • Drive Sales: Apart from handling basic customer service, chatbots also help in driving sales. They have the capability to remember customer preference using order history.

Typical business areas where chatbots can be implemented are—customer service, technical support, HR helpdesk, IT Helpdesk, Store Kiosks, etc.

This is where Tech Mahindra’s CareXa provides a digital self-serve channel to its clients, which helps them scale their business; thereby, provide seamless CX to the end user.

Future of Chatbots:

It is not wise to say that chatbots will die, at least not for another decade. In fact, as AI grows there is huge possibility that chatbots will be able to serve customers on complex issues and, hence, will replace human representatives from customer service processes.

For demo, reach me at Anivarit.agarwal@techmahindra.com

About Author

Anivarit Agarwal, Pre-Sales & Solution Consultant, CareXa

Anivarit is a Pre Sales and Solution Consultant with rich experience in creating contact center solutions across key industry verticals like Telecom, BFSI, Retail etc. He is MBA in ICT and holds Engineering Degree in Computer Science. During his spare time, he likes to travel.

Gautam Duseja, Platform Marketing

Gautam is marketing professional with experience in formulating digital initiatives for platform. He is an MBA in Marketing from University of Pune and has worked in areas of web usability and customer journey mapping, SEO/SEM. Gautam loves working out & reading technology blogs to utilise his leisure time.

Follow him @GautamDuseja

Tags: DAVID, CWCE, In The Future, Connected Platforms & Solution
 
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