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Why Chatbots Are Important to the Customer Experience

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Kowala Creative

Nick Klenchik, www.kowalacreative.com

Messaging has become one of the most popular forms of communication today, whether it’s through traditional texting or messaging apps; as a result, businesses are developing chatbots to better meet the needs of their users.

In their simplest form, chatbots are essentially just software programs that simulate human conversation through artificial intelligence. This allows for conversations between brand and consumer, even when actual representatives are not available.

There are typically three types of chatbots scattered across the web:

  1. Bots that use a predetermined set of rules, meaning they can only respond to a specific set of words or commands.

2. Bots that do not respond to messages automatically and ping an available team member who can then respond to the inquiry.

3. Bots that use machine learning, or artificial intelligence to understand and learn language, which results in them speaking more conversationally.

The adoption of chatbots is increasing with every passing year. Both businesses and consumers are discovering the benefits of utilizing them to their advantage.

Forget about the long waits on hold to speak with a real person or going through hoops to research and complete a purchase on a website. The modern consumer expects exceptional customer service on their own time and chatbots make life even easier for those who use them.

Here are five ways that chatbots are changing traditional consumer experiences:

  1. Ease of use
  2. 24/7 availability
  3. Virtual assistance
  4. Lead generation
  5. Personalization

Software developers realize that these bots are not a one-size-fits-all solution and therefore, there are a handful of freemium and paid chatbot services on the market today. Your small business may not need the same chatbot solution that a larger business would. That’s why there are custom packages that range from starter to enterprise and beyond.

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