People who maintain their online business websites needed something between a machine and human-to-human contact to be able to help as many customers as possible, and that’s exactly what chatbots have provided.
A chatbot is an artificial intelligence customer support software that provides your users with excellent service and thus reduces the number of those who leave the website without making a purchase”
According to VeriShow, almost 45% of customers gladly use chatbots for customer service.
Your users can ask questions, and the chatbot will simulate a real conversation and give appropriate answers through different apps.
As such services, in addition to all the good things, can also bring some bad ones, you must pay attention to what kind of chatbots you use and when.
Therefore, here are the main pros and cons of using AI chatbots for customer service!
Pros of using AI chatbots
There are many advantages to using chatbots for customer service purposes and some of the ones we will mention are as follows:
1. Sale increase
Of course, the most important thing for any website business is to work on increasing sales.
Good customer service is very important here because it gives your customers quick and appropriate answers so they could make purchases quickly, efficiently, and with certainty.
Even after they leave your website, people will be able to continue the conversation with you.
Chatbots are here to follow the steps of your customers, to provide the desired answers, and to help finalize the very end of the whole process and that is to make a sale.
We must not forget about those customers who have not completed the purchase, so it is advisable to use chatbots to remind them, give some additional information, or offer them a similar product or coupon.
The more satisfied customers, the more sales there will be.
2. Saves money
If you are the owner of a website, it is an additional benefit for you to save some money which is possible with chatbots.
There are no teams, no monthly salaries, and although initially implementing chatbots can cost a lot, in the long run, this is definitely a better investment.
Have more money at your disposal for some other items related to your online business but also quality customer service at the same time.
3. Offering 24/7 support
Unlike humans, chatbots can work 24/7 with the same intensity and efficiency.
So, customers love it when they know they can ask for help at any time of the day or night so it’s up to you to make it possible for them.
Chatbots are perfect for this. They are here to actively help your customers make a decision and make them feel like they can rely on your service.
Statistics show that 64% of online shoppers say that one of the best features of the chatbot is its 24/7 availability to customers.
Fast and efficient service is certainly a big advantage in the online marketing world, so your support service has to be up to standard.
4. Automation of certain processes
Repetitive actions can usually be automated to save time and improve overall customer support functionality.
If you have a team, leave more complicated tasks with it while your chatbots deal with automating simple repetitive tasks and save time for both you and your customers.
You can also automate FAQs and provide your visitors with much-needed answers in the fastest way possible.
Therefore, by using customer service automation, you get the following benefits:
- You can immediately find out who the qualified leads ready for conversion are
- You get to speed up the whole process and keep your leads engaged
- You can re-engage your leads if they stop exchanging information at any time during the conversation
- You will have more time to spend on qualified leads
As Salesforce reports, 64% of agents who use chatbots say it allows them to have more time to devote to more complicated tasks.
5. Getting customer insights
Insights are very important because, by getting to know customers and what they like and dislike, you get the opportunity to take your online business to the next level.
By interacting with the customers, chatbots can gather a variety of information such as frequently asked questions as well as common problems and thus upgrade your website by immediately adding what is missing.
It is important to know how customers feel at all times but, in order to be able to ask them questions and get answers, first, the chatbot itself must be user-friendly.
Your chatbot being accessible is the first step to easier navigation and thus better communication.
Creating an AI chatbot definitely pays off as more and more users around the world prefer using it.
Cons of using AI chatbots
Although there are numerous advantages to using this software, we will list a few disadvantages below:
1. Inability to improvise
Although chatbots use a large database to give appropriate answers, sometimes this is not satisfactory enough.
They lack context awareness, which sometimes can be frustrating for the customers and it can reduce their desire for further communication.
If there is a misunderstanding between the customer and the chatbot, the conversation can be repeated cyclically, leading to neither conversion nor increased sales.
The answers are limited, which can be a problem regarding customer support that should be reliable.
2. Lack of emotions
Some people prefer human-to-human contact. Although chatbots understand our language, human emotions are a little more complicated to convey.
They are created to follow a specific path based on the conversation, but sometimes something unexpected can happen, and the chatbot may not be able to follow the flow of communication.
For certain segments, a human agent will be a better option. According to Forbes, 86% of consumers prefer humans to chatbots.
People want to feel connected, and this is still the easiest to do by direct live communication with the agent.
3. Can be difficult to create
Depending on how much knowledge you have, whether you work alone or have a team that helps you, it further depends on how difficult it will be for you to make your chatbot, especially if you do it from scratch.
It requires effort and time, which can be a problem for someone who is just starting to develop their business website.
Slightly more complex chatbots need to be constantly upgraded, and you need to watch out for security problems, too.
Although the road to the perfect chatbot can be long but worthwhile, some people just don’t want to devote that much time to it as it can be a serious setback.
The Bottom Line
Even though we can conclude that there are certain disadvantages of using this type of AI technology, the focus is certainly thrown on the many advantages that bring increasingly popular chatbots.
In addition to being easy-to-use, they make the buying process easier for your customers and increase sales for you.
If you are looking for a responsive and easy customizable chatbot that you can use on an unlimited number of channels, then Premio plugin Chaty is a perfect choice for you.
Use the advantages of innovative technology and build customer service that will delight all of your customers!