4 Ways Chatbots Increase Customer Satisfaction
If you’re looking to increase your CSAT scores, look no further: chatbots increase customer satisfaction rates.
Businesses are constantly looking for ways to streamline customer support operations and improve customer satisfaction levels. There are many best practices support teams can utilize, but one of the most impactful options is to implement a customer service chatbot.
Chatbots reduce operating costs, boost support team efficiency, and of course, lead to improvements in customer satisfaction.
In this blog, we’ll highlight 4 ways that chatbot technology leads to increases in customer satisfaction and loyalty.
Chatbots deflect support tickets and answer basic requests
As more customers turn to digital channels for help, it is critical that businesses prioritize ticket response times. The great news is that businesses can use chatbots to answer basic and/or common questions, automatically route incoming tickets to the correct team, or deflect them entirely based on a customer’s issue or question type.
For example, a chatbot can be programmed to send all product-related questions to the customer service team, all billing questions to the finance department, and all general inquiries to the company’s website. Chatbots can help organizations maintain customer satisfaction levels by routing low-priority issues to a self-service channel such as a knowledge base or FAQ page.
With this functionality, customers who would previously have had to submit a support ticket are quickly served, and businesses don’t receive unnecessary support traffic—a win-win for support teams and customers.
Chatbots collect data to increase future customer satisfaction
Chatbots collect data about customer interactions and preferences from various channels that can be used to improve future experiences.
For example, chatbots can:
- Analyze support tickets to determine which issues are most frequently reported, allowing businesses to address these issues or create self-service and FAQ materials
- Identify patterns in customer sentiment which allows organizations to make valuable adjustments to their services, products, and/or support processes
- Enhance customer data in your CRM system for improved marketing and to identify cross-sell and upsell opportunities
Chatbots provide instant, accurate, and personalized support experiences
Bad customer support experiences are synonymous with a lack of self-service options, waiting hours to receive support, dealing with unknowledgeable reps, and receiving inaccurate or unhelpful answers.
These bad experiences are typically caused by:
- Huge ticket backlogs causing you to wait in long lines to receive support
- Inaccurate or unhelpful self-help content caused by a lack of insight into support data
- Tickets being handled by reps that are not knowledgeable about your specific support request
Chatbots address all of these pain points by:
- Handling common and/or basic requests and cutting ticket requests by up to 80% thereby answering your question instantly or quickly routing you to a live agent
- Collecting and analyzing data from previous support tickets to help identify common issues and create new self-help content
- Routing support tickets to specific customer service reps based on their knowledge in specific areas of the business, helping you get an accurate answer
Chatbots enable omnichannel support
Your customers use a variety of channels to interact with brands. If you can’t meet them where they are, you risk negatively impacting satisfaction levels.
Without a chatbot, providing multi-channel support is nearly impossible, especially for organizations that don’t have large customer support departments. It would be difficult to keep track of all channels—including email, phone, chat, SMS, and social media—and even more difficult to switch between channels within a single support conversation.
But for chatbots, this is no sweat. Chatbots can effortlessly provide multi-channel support, enabling your customers to get the support they need when and where they need it. This ultimately leads to improved customer experiences and increased satisfaction levels.
Chatbots are capable of automating basic support requests, providing exceptional support experiences, and collecting and analyzing data to improve future support interactions.