Chatbot in customer service: benefits, challenges and how to use

O Chatbot in customer service is one of the current trends in the market. With the increase of technologies such as artificial intelligence, machine learning, and natural language processing, this resource is being used to create less robotized and more humanized virtual assistants.

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The reasons why investment forecasts in chatbot types point to US$ 142 billion by 2024, is the response speed What does the solution allow, since it works 24 hours, in addition to cost savings to hire a tool.

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However, it is necessary to be strategic to analyze the extent to which service efficiency with the use of chatbot is guaranteed. This is because if it is not well structured and the customer has no other alternative, their experience will be hampered.

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Then, some potential losses cannot be overlooked. For this reason, in this article, we have collected the main challenges and also how to use chatbot for customer service efficiently.

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Read on and learn!

What are the challenges to having efficient service with the use of a chatbot?

Yes, the chatbot is a technology that adds to the customer service strategy, but it includes some important challenges that companies need to be aware of.

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Before including this feature in your support structure, it's important to know what adaptations will be necessary. To help you understand what these challenges are, we've listed some of them below.

Efficient ticket resolution

A assertiveness of the answers via chatbot in customer service is essential for ticket resolution. To do this, the tool must be well configured and have a good knowledge base for the answers to be efficient.

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In addition, it is necessary to have a plan B, that is, if the chatbot does not solve it, it is necessary to have the option, for example, of talking to a real attendant. This is especially true for more complex support demands. Leaving this loophole hurts customer experience and satisfaction.

Difficulty connecting with the customer

Because it is a technology, the chatbot in customer service has its flaws in relation to interaction. Even if you are able to provide quality contact with the help of artificial intelligence and natural language processing, there may be a customer difficulty in connecting with this type of service.

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This can create a gap in customer-company interaction and, therefore, it is important to consider the customer's profile and define a complementary method so that they don't feel that the company left them in the lurch.

Chatbot communication friction

One of the chatbot's biggest customer service challenges is Prevent the customer from falling into a question and answer loop, that is, that the client does not advance in their resolution, going back and forth to the same point.

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This type of friction in communication must be avoided so that the customer does not give up solving their problem, which may cause them to never use the channel and even stop being a customer.

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The search 'Customer Experience is Everything'from PwC highlighted that, in Latin America, 49% of consumers stated that they walk away from a brand they love after having had a bad experience.

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Therefore, even considering the speed and the reduction in cost, the efficiency of service with the use of chatbot does not depend exclusively on this tool. It is necessary to study the entire sales process, from prospecting to after-sales, to ensure a satisfactory experience.

How to use chatbot types in customer service?

Knowing the challenges of the chatbot in customer service shows that even though it is an innovative tool with a lot of potential, it alone will not provide a complete experience.

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To help you understand how a WhatsApp chatbot for service or through another channel can work, we will explain how we integrate this feature into the service we offer here at Cloud Humans to our customers. Check it out!

1. Analysis and diagnosis

For the support service to work as a whole and not just the chatbot in customer service, it is necessary do an analysis and diagnosis of the company's current processes.

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Thus, it is clear what reality the business is experiencing, what are the main demands and what can be done to improve the service.

2. Knowledge base organization

Build a knowledge base Organized is essential for the chatbot in customer service and also for the service provided by the attendants.

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This work can be complex, but with good advice and a method to guide the process, the mapping of the most frequent questions and how they should be answered are organized and available for consultation by the team and the bot.

3. Absorption of content

The knowledge base needs to be absorbed by the team. If the platform has the chatbot integrated with customer service, the team will be able to search for the content faster.

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So, in addition to the customer's autonomy being able to seek answers, the artificial intelligence feature applied to bots helps the internal team with Suggestions for answers, maintaining the agility of the service.

4. Management of results

What is not measured, is not managed, agree? So, to work with chatbot and provide humanized service at the same time, it is necessary analyze both the quality of the answers given by the bot and by the real attendants.

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Na Cloud Humans, for example, part of tickets from people and robots are audited to ensure the transparency of the service and that only correct answers are passed on to customers.

What are the benefits of chatbots for customer service?

Combining the chatbot with customer service brings several benefits to the support service, such as:

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• improve the quality of chat service;
• use new technologies via bot so that the experience is close to that of human service;
• provide a service option 24 hours a day, 7 days a week;
• reduce demand traffic from other contact channels;
• provide a modern customer service experience;
• establish a competitive advantage over competitors.

Modernize your company's service

Now that you know the challenges and how to use the chatbot in customer service in the right way to avoid bottlenecks in modernizing support, you can look for a partner to help you with this process.

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Na Cloud Humans, our team of professional attendants relies on the help of robots guided by artificial intelligence to provide humanized, fast and assertive service.

‍Talk to our experts who are available to present our solution and show how much it can help you achieve your business objectives.