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Bots have taken over many time-consuming operations that are too tedious for human employees. Today, bots run social media campaigns, send bulk emails, and share content on Facebook without any human oversight. Chatbots in eCommerce This trend is also found in the ecommerce industry. We are now living in the chatbot boom era of ecommerce. […]
Bots have taken over many time-consuming operations that are too tedious for human employees. Today, bots run social media campaigns, send bulk emails, and share content on Facebook without any human oversight.
This trend is also found in the ecommerce industry. We are now living in the chatbot boom era of ecommerce. Store owners are easily integrating chatbots within their online stores to offer 24/7, intelligent customer service.
In addition, chatbots are major expense reducers. This change occurred when consumers became more comfortable with self-service. Now, store owners are eager to install chatbots in the stores. In fact, some research is showing that at least 48% of online consumers preferred a chatbot that is a problem solver rather than a personality.
A chatbot is a bit of software that is designed to create and develop a natural conversation between a person and a machine. The software is built using artificial intelligence (AI), so it can replicate human behavior when interacting with a person. This also creates a chatbot that gets smarter over time from the queries it receives.
Today, chatbots are replacing the first level of customer support representatives because they are less expensive and are just as good. Chatbots are also increasing in popularity because now they are very easy to set up. Facebook Messenger is the perfect example of a chatbot which can be easily integrated to an online store.
A chatbot operates on NLP (natural language processing) which is also used by Apple’s Siri, Google Now, and Microsoft’s Cortana. The chatbot receives information as plain text, which it processes through a series of complex algorithms.
The algorithm interprets the information and understands what the users want, then finds the most appropriate response to that query. Some of the most advanced chatbots respond in such a way that it is very difficult to distinguish them from humans.
Benefits of Using Chatbots
A drawback with employees is availability. As humans, we need breaks, rest and days off. This is necessary to ensure effective and efficient performance.
Chatbots give store owners availability round the clock. They are available to your customers whenever they have a query whether it’s a Sunday or a public holiday. This directly results in better and more satisfying customer service.
One of the most important concerns of store owners saving on costs, and personnel is one of the largest portions of any budget. Chatbots are a great way to save money. It involves an upfront cost of buying and integrating the chatbot versus the monthly salary and benefits that a customer service representative requires.
Usually, a customer service representative goes through various training and workshops to polish his or her communication and problem-solving skills. Chatbots remove these time-consuming activities. The bot trains itself as it continues to receive queries.
Bots are also error free. It’s human nature to make errors while performing a task. This results in the time invested to correct the error. With Chatbots, there are few or no errors.
Provides Satisfaction Consistently
The quality of human interaction is largely dependent upon the nature, competence, and the mood of the person. Every customer service representative in your department might not be at the same experience level or have the right competence to provide consistent customer service.
A Chatbot offers a consistent level of interaction to users because they follow a set algorithm which doesn’t take into account expertise, competence or mood. They conduct a conversation with customers regardless of their behavior and attitude.
Handle Multiple Customers at The Same Time
Customer service representatives handle one customer at a time. If they handle too many customers, their level of service might go down.Chatbots are capable of handling an unlimited number of customers at a time.
Here are 7 of the top chatbots to use with WooCommerce:
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