People literally swear by customer experience. According to this PwC report, 73% of people point to customer experience as an essential factor in their purchasing decisions.
The math is clear: give your customers a great experience, and they’ll buy more from you, be more loyal, and share their positive experiences with friends. Every business pretty much strives for that.
Yet, so many buyers seem disappointed with the experience while interacting with a brand. It turns out they are not effectively tapping into the power of conversational AI chatbots.
The Road to Great Experience via Conversational AI Chatbots
What do customers regard as a good experience? Nearly 80% of American consumers think of speed, convenience, knowledgeable help, and friendly service as the essential elements of a positive customer experience.
For instance, only 49% of U.S. consumers say companies provide a good customer experience today – this is a huge gap that needs immediate filling.
Here’s something more to encourage you:
- 43% of all consumers would pay more for higher convenience
- 42% would pay more for a friendly and pleasant experience
So it would be best to create authentic connections with clients by making technology feel more human and giving them better customer experiences.
For example, among U.S. customers, 65% find a positive brand experience more influential than great advertising.
COVID-19 outbreak has hastened the already in-trend digitalization wave. Companies are scrambling to devise a rapid digitalization in their products and services, processes, production lines, and supply chains.
New business models, new forms of socialization, and new ways of working are all in common within this pandemic-induced new normal that is more digital and more remote.
Chatbots services have become a go-to solution in these challenging times. But unfortunately, most chatbots in the industry are not at par with customer expectations.
What are Chatbots?
A chatbot is a software that automates conversations and communicates with people through messaging platforms such as WhatsApp, Messenger, or a chatbot widget on your website.
A chatbot service is a computer program that simulates and processes human dialogue (written or spoken), allowing humans to communicate with digital devices as if they were speaking with a real person.
But this should be good. So why do consumers hate chatbots?
Five reasons why customers hate chatbots
Can you fancy losing more than half of your customers in a single day? Terrifying, right? But that could precisely happen after just one poor customer experience with your product or brand.
Let’s face the truth; even if people admire your product and love your services, 59% (of U.S. customers) will bail out after some bad experiences, 17% after just one bad encounter.
Moreover, 32% of all customers would cease doing business with a company they cherished after one bad experience – just one!
Bad experiences are not spontaneous; they occur due to underlying conditions that may have been overlooked or not considered.
We have uncovered five occurrences where chatbots have received some harsh feedback, and the good news is, they can be mended:
#1. When customers are misunderstood
Being misinterpreted is possibly the most frustrating part of dealing with a chatbot. If your customers use a chatbot to engage with you, they are most likely looking for a quick, self-service option with very little hoo-ha.
Unfortunately, many chatbots are not designed to use Natural Language Processing (NLP) to interpret user intent. This makes them less effective in handling customers.
In most cases, they are pre-programmed to recognize keywords that correspond to predefined options. When chatbots cannot comprehend the query, users forcefully repeat and rephrase words until their request is acknowledged. This instance is a nightmare!
#2. When chatbots can’t decipher the underlying context
Context gives meaning and clarity to the intended message. The purpose of context is to link the gap between the sender and the receivers, preventing miscommunication of the sender’s intent.
A significant aspect of chatbot services is their ability to store data retrieved from historical customer interactions. Sadly, many bots are not built to reference this data to be consistently helpful to customer engagement in real-time.
It happens in most conversations; a customer may have to reiterate themselves numerous times to reestablish context. While this causes a bad experience, it affects the relationship between the customer and the brand, which is very difficult to remedy if broken.
#3. When a chatbot is given complex tasks, and it fails
Automated systems like chatbots are programmed to deliver to a limited number of scenarios. For example, chatbots can confirm a payment status, locate a store, or find business hours.
These are generally simple tasks and are resolvable with a straightforward answer. However, suppose a customer requests the bot to perform a slightly more complex task; the chatbot cannot respond to the customer accurately.
Because the chatbot cannot understand the customer’s question, they are helpless to provide a solution.
With no human support organized into these situations, the customer must reach out to a live agent or leave the event without finding the answer they were looking for.
#4. When a customer has to be transferred to a live agent and describe their entire situation again
When simple tasks become too complex for a support chatbot, or the customer cannot suitably dictate their question for the bot to understand, they may be assigned to a live agent.
When this occurs, customers may have to wait in a queue for an agent to become available, whereas they were chatting with a chatbot to avoid waiting in the first place.
Second, the customer will have to narrate their entire problem again to the live agent, consuming even more time and increasing the average handling time (AHT).
Without integrated systems and automated mechanisms, businesses risk draining the customer’s experience because of these strains.
#5. When chatbots seem more robotic than human
Because of the constructed ‘automation’ environment and shortage of human involvement, chatbots will often come across as robotic – we cannot overlook this fact.
Bots do not comprehend or interact as humans do, and even with brand personalization drafted into their speech, their delivery won’t substitute human interaction.
Chatbots have lately relied on text-based and increasingly voice-based systems that cling to a pre-existing database of questions. They are programmed to engage in a conversation with predefined answers. As a result, artificial Intelligence-powered chatbots are replacing traditional chatbots and helping businesses give a more life-like feel to the customer experience.
Conversational AI Chatbots and Why Customers Love Them
Customers expect technology to work consistently. 66% of customers start with self-service before reaching out to an agent or virtual agent for complicated queries when addressing an issue.
Conversational AI chatbots are here to take over the complex job and help consumers save time and find answers quickly and consistently for different scenarios.
Conversational AI refers to technologies like chatbots or virtual agents with which users can interact while searching for a product, trying to solve a specific problem, or finding the best stock to invest in.
Conversational AI chatbots use vast volumes of data, machine learning, and natural language processing (NLP) – all interlinked masterfully – to help simulate human interactions, understand speech and text inputs, and interpret their meanings across various languages.
Why Do Customers Love Conversational AI chatbots?
Simply because of the human touch.
Today’s AI-powered chatbots are more contextual and personalized than ever before. For example, real-time text and sentiment analytics identify customer tone and adjust or direct chats dynamically.
Conversational AI chatbots can make highly relevant suggestions and provide accurate insights by incorporating data intelligence. In addition, these conversational support chatbots predict questions and customer needs and respond with empathy to deliver more distinguished engagement, efficiency, productivity, and sales.
Conversational AI chatbots improve the way businesses interact with customers through support chatbots, vastly enhancing the interaction’s reach, responsiveness, and personalization.
As a result, sellers across industries, from automobile to e-commerce, are now leveraging chatbot services broadly and extensively to achieve exceptional self-service and customer experience gains.
Automate your customer experience with our chatbot services and reap the benefits.
Get started with conversational AI chatbots that deliver speed, convenience, knowledgeable help, and friendly service for a positive customer experience.