The Secret to Delighting Customers and Saved Money: How to Use Chatbots in Customer Service

Artificial Intelligence is transforming nearly every sphere and industry. For example, in customer service, you don’t need to wait in line to receive professional support. Instead, you’re more likely to get help from a customer service chatbot that can communicate in a human-like manner.

According to Tidio, the most common usage of chatbots is among micro-businesses. However, 12% of large businesses currently use this technology, and 71% plan to adopt bots.

In this article, we’ll provide real-life examples of how chatbots for customer service revolutionize client interactions and support. Along the way, we’ll answer essential questions about the versatility of chatbots and their role in business. Join us and explore what chatbot can do for your company.

Customer Service Chatbots: What You Should Know

A customer service chatbot is a computer program that can simulate conversations with human customers. They are often used to provide support: answering questions, resolving issues, or providing information. Of course, there are different types of chatbots; you can choose the one you need.

You can integrate chatbots on a variety of channels, including websites, messaging apps, and social media. They can be text-based or voice-based, and they can be programmed to understand and respond to a wide range of inquiries. They have the ability to identify and reply to different variations of the same question and can undergo training.

As per Gartner, 54% are using chatbots or other conversational AI platforms for customer-related purposes. Businesses can derive several benefits from chatbots for customer service, such as:

• Improved customer satisfaction: provide 24/7 support and resolve issues.
• Reduced costs: automate many tasks that human agents would otherwise perform.
• Increased sales: businesses can use bots to qualify leads and make sales opportunities.
• Improved data collection: collect valuable data about client needs and preferences.

If you still have doubts about using a customer service chatbot in your business, there are a few things to keep in mind.

• Choose a bot that is right for your needs. There are different types of chatbots, each with its own strengths. It could be AI chatbots, Generative AI bots, or hybrids. It all depends on your specific needs, such as the types of questions you need it to answer and the platforms where you intend to deploy it.
• Train your virtual assistant properly. Bots need to be trained on your specific data and processes to be effective. Master of Code Global has a skilled team and can assist with training your bot. Our team of conversation designers, AI trainers, and developers regularly fine-tune the algorithms and functionalities based on user feedback.

Monitor the chatbot’s performance. Once the bot is deployed, it is important to check its performance and make adjustments as needed. This will help to ensure that your bot is providing the best possible customer service.

Customer Support Showdown: Chatbots or Human Agents?

Chatbots can be a valuable tool for customer care, but they are not a replacement for human agents. Without a doubt, chatbots in customer service automate common tasks, such as answering FAQs and resolving simple issues.

Yet, there are some tasks that bots cannot perform as well as humans. For example, an AI chatbot for customer service may not be able to understand or respond to complex questions. They may not be able to provide the same level of empathy and understanding as a human.

We should remember that a chatbot is a tool that humans work with. It will never completely replace humans. For these reasons, it is important to have a balance of bots and human customer support representatives.

How Customer Support Chatbots Enhance Your Business

In a survey conducted by Gartner between December 2022 and February 2023, which included 497 B2B and B2C customers, it was discovered that the bot’s capability to resolve the issue played a significant role in driving its adoption. This factor explained 18% of the variance in customers’ likelihood to use chatbot again.

Time & Cost Saving

One of the biggest advantages of customer service chatbots is their ability to save businesses time and money. They automate many common tasks. This frees up customer support agents and helps them focus on more complex queries.

Besides, virtual assistants are available 24/7, which means that clients can get help whenever they need it. This can be especially helpful for businesses that operate in multiple time zones. It can also benefit those with a large international customer base.

As per Juniper Research, bots could save over $8 billion per year by 2022. This is due to the fact that bots handle a high volume of customer inquiries at once and can resolve them quickly.

AI chatbots for customer service can be a valuable tool for businesses of all sizes to save time and money. This automation of common tasks helps businesses improve service and reduce costs.

Assist Support Staff

Try to use a customer service chatbot for websites, and you’ll see how it assists your support teams. These tools are effective in automating tasks and answering FAQs. Moreover, they are beneficial in providing product information or processing orders. Statistics show that workflow automation can decrease repetitive tasks by 60–95%.

Bots resolve easy issues such as password resets, account updates, and troubleshooting problems. This reduces the workload on support agents and allows them to focus on more complex issues.

If a virtual assistant is unable to resolve an issue, it can make a human handover to a support agent. This ensures that clients receive the help they need, even if their issue is complex.

Last but not least, a customer care chatbot provides instant support to clients without making them wait on hold.

Multilingual Support

Have you ever thought about how AI chatbots for customer service can provide multilingual support? This can be especially helpful for businesses that have a large international client base. Multilingual chatbots increase sales and can help businesses to reach new markets.

There are a few different ways that bots can provide multilingual support. One way is by using a translation service. This allows the virtual assistant to translate the inquiry into the chatbot’s language. It then translates the bot’s response back into the client’s language.

Another way to provide multilingual support is by using a multilingual chatbot platform. These platforms allow the development of bots in many languages. Customers can then interact with the tool in their preferred language.

For example, someone could use a chatbot for support with problems related to their accounts during travel. Clients will be more satisfied if they can interact with the bot in their preferred language.

If you decide to implement a chatbot in different languages, we can help you. At Master of Code Global, we are experts in developing custom conversational AI chat and voice solutions. We’ve been working since 2004 and have delivered over 400 projects. Our solutions have been used by more than 1 billion users worldwide. Here are some of our recent mobile, web, and chatbot projects that we have successfully delivered. Feel free to explore our portfolio.

Improve Customer Interactions

Chatbots for business can be a valuable tool to improve customer interactions. They can help businesses to improve customer experience, reduce customer churn, and increase sales.

Customer service chatbots can reply to questions, without the need for customers to wait on hold or speak to a human agent. This can save time and improve satisfaction with the customer service experience.

Whenever you receive a negative review of your brand, never leave a client without feedback. The customer support chatbot can reach out to the user and offer help in resolving their issue. This shows the company’s commitment to delivering good service and can enhance the client’s perception of the brand.

Additionally, virtual assistants can reach out to customers and ask why they are considering churning. Companies can then use information to improve their products or services and reduce client churn.

Omnichannel

You can start a conversation with a bot for support on a website and then switch to messaging on WhatsApp if you need further help. All these are about omnichannel customer service.

Customer service chatbots for websites provide product information and help with purchases. They can provide support on the channels that people are already using. They may choose WhatsApp, Facebook Messenger, or Telegram.

Customers can even resolve issues on social media platforms such as Twitter and Facebook using a chatbot for customer engagement.

Perhaps all of us have received a call from a bot at least once, whether it was to gather feedback or provide information.

Of course, there are numerous ways to use bots over the phone. An AI chatbot for call centers routes clients to the appropriate human agent or answers questions directly.

Successful Examples of Customer Service Chatbots

Payment Refund Chatbot

A North American food service company has an operational Conversational AI solution already in place. The chatbot can now help clients with refunds. This solution allows clients to request refunds directly through the chatbot. There’s no need to call or email customer support.

For better customer service, the chatbot asks a few clarifying questions to understand the reason for the refund request. This information is then used to process the refund quickly and efficiently.

To develop the Payment Refund Chatbot, Master of Code Global provided a team of experts to enhance the primary bot solution. By using an AI chatbot for customer service to manage refunds, the company achieved the following results and benefits:

• The need to involve agents for refund requests dropped by 42% — 66%
• Enhanced refund processes resulted in cost savings of $10.2 million for the company.
• The overall volume of refunds issued decreased by 13% — 28%, depending on the channel and time frame
• Decrease in human error within the refund process since the bot can rapidly recognize and apply the correct scenario.
• Wait times for live agent support are shorter.

Customer Self-Service Chatbot for Satellite Radio Provider

Master of Code Global collaborated with a prominent US broadcasting company. The company is known for its satellite radio and streaming services used by over 30 million North American subscribers. This brand wanted to grow its reach and provide clients with faster and more efficient self-service options. Their priority was finding a solution to save agents time and enhance customer satisfaction.

Master of Code Global created a branded AI chatbot for customer service with the following features:

• Sign Up / Activate
• Reset My Radio
• Make A Payment
• Login/Password Reset
• Bill History
• Billing / Manage Account
• Cancel/Offer To Offer
• Streaming Setup

This conversational chatbot example shows how people can use it to self-serve and receive answers to their concerns. The results were amazing:

• 120K average weekly users
• 80% containment rate of streaming flows
• +46% improvement in subscription rate
• 1,000% payments processed a month

Telecom Virtual Assistant

America’s telecom providers saw a surge in customer service requests during the COVID-19 pandemic. This led to the recognition of a need for an automated service option for their clients.

Our team of experts followed the conversation design process for the project. We managed regular data analysis and conversation reviews to identify and improve user pain points.

Telco virtual assistants can answer over 70 different types of questions about plans, services, and promotions. Additionally, it addresses FAQs. It can also help clients easily find the information they need.

The virtual assistant has achieved amazing results. Here are some key statistics:

• Containment rate for one-time payment and AutoPay: 45%
• Containment rate for Netflix: 73%
• Number of conversations engaged with the bot: 1.1 million+
• Containment rate for Paramount Plus: 64%
• Containment rate for Device Protection: 62%

Dynamite

Groupe Dynamite wanted to improve the efficiency of its sales and support teams. The aim was to enable clients to connect with both of GDI’s brands on their favorite social platforms.

Heyday developed a bilingual French-English solution to ease interactions with the brands. This helped to reduce the number of repetitive FAQs that customer care teams had to deal with, giving them more time to focus on more complex issues.

Chatbot also included brand-specific product search features. With makes it easy for clients to find and buy products directly in the chat.

The first results didn’t take long to arrive:

• Chat represents 60% of all interactions at GDI.
• The number of Dynamite customers using chat has grown by 29%.
• The number of customers engaging through chat has increased by 33%.
• Traffic has doubled since integrating the mobile Studio app with Heyday.

Kusmi Tea

Kusmi Tea built an AI chatbot for customer service to answer FAQs. Following the launch of Heyday on their website, they reduced the number of customer service tickets. The AI chatbot managed questions about order tracking and other typical inquiries.

One of the primary goals was to provide an interactive customer experience (CX). That allows visitors to the website and Facebook page to connect with the team seamlessly from a single source.

As a result, between August and October 2021, they had:

• More than 8,500 conversations with clients were started by the bot.
• It reached an automation rate of 94 percent.
• The time it took to respond, which was almost 10 hours in August, decreased to under 3.5 hours by September.

Conclusion

Statistics say that delayed responses can have a significant financial impact on a business. A total of 44% of respondents expressed frustration when made to wait for 5–15 minutes. Such negative experiences discourage customers from making repeat purchases. This may also lead them to post unfavorable feedback, potentially harming your reputation.

We’ve already discussed the advantages and applications of chatbots. When you integrate a chatbot, it automates internal business processes. At Master of Code Global, we are improving our AI chatbot experience to tailor it to your specific needs. We ensure that the AI chatbot seamlessly aligns with your brand and effectively serves your target audience. This results in an AI solution that harmonizes with your business context.

Customer Service Chatbots: Transforming Your Business was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.

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