Published on March 30, 2022

How to use chatbots to improve customer service

Introduction: What are chatbots, and how can they improve customer service?

Chatbots are digital assistants that can engage with customers through natural language processing. They allow customer service employees to quickly and easily answer customer questions and resolve problems. Chatbots can also automate specific processes such as filling out forms or providing information. By improving customer service, chatbots can help businesses achieve their goal of creating a positive customer experience.

The use of chatbots for customer service has increased in the past few years. The first known use of a chatbot was by NASA in 1995 as part of its Virtual Air Traffic Control System. NASA's first use of a chatbot was to answer questions about the weather, space shuttle missions, and other information.

The first use of a chatbot for customer service was in 2010 by the technology company Salesforce.com. Salesforce.com's chatbot, named "Nina," was designed to help salespeople complete tasks and handle routine administrative tasks. The bot can take information from a customer and then respond with an automated message.

In 2012, the U.S. Department of Defense began using chatbots to assist soldiers in their daily tasks. These bots take information from an agent and respond with a personalized message or action.

How do chatbots work?

Chatbots are computer programs that can simulate human conversation, and they are used in various ways, including customer service and marketing. How chatbots work is not entirely understood, but it likely involves using artificial intelligence (AI) to understand the user's query and respond accordingly.

According to a report from Research and Markets, the chatbot market was projected to reach $2.3 billion by 2020.

This growth is driven by the rising number of consumers on social media platforms (SMPs) such as Facebook or Twitter.

Types of chatbots

Chatbots are computer programs that can interact with people through online chat. They can be used for various purposes, such as customer service or helping people find information. Some chatbots are designed to be funny or entertaining, while others are used for more serious purposes, such as providing health advice or helping people with jobs or careers.

Social media bots, or social bots, are computer programs that live on social media platforms like Facebook and Twitter. They can be used to automate tasks or perform other functions on these platforms. These include things like following people, liking posts, and posting comments on other people's posts. They are also used as tools for businesses and political advocacy groups to promote their causes or engage with followers.

Entertainment bots are designed to create a fun, engaging experience for users at the expense of providing helpful information or valuable services. They are often designed to entertain people by creating short videos, chatting with users, and posting funny content.

Bots can perform all sorts of tasks, from conducting research to delivering information or promoting a product or service.

How to create a chatbot SalesTwirl

We have written an article entire on creating chatbots on SalesTwirl; digest the article here.

Benefits of chatbots for businesses

Chatbots can provide several benefits for businesses. They can automate customer service, help with marketing and communication, and even improve employee productivity. They're also becoming increasingly sophisticated, so companies shouldn't be afraid to invest in them.

Limitations of chatbots

Chatbots are designed to provide users with information and help them with tasks, such as booking flights or ordering food. But chatbots face some limitations. They don't always understand subtle cues in conversation, which can lead to errors. And because humans are good at perceiving context and guessing the intentions of others, chatbots can't consistently outperform humans in these crucial areas.

Conclusion: What to keep in mind when using chatbots for customer service

When it comes to customer service, chatbots can be a valuable tool. But before you start using them, make sure you understand how they work and what factors to consider. Here are some tips:

1. Choose the right chatbot platform. Several different chatbot platforms are available, so choose the one that best suits your needs. For example, Google Now has built-in support for voice and text chatbots, while Facebook Messenger offers bot developers more opportunities for interactions with customers.

2. Plan your approach carefully. Before using a chatbot, think about how you would like it to work and what types of questions you want it to answer. Then create specific scripts or questions that will enable you to test your bot's functionality without interacting with customers directly.

3 . Test your chatbot. Before you distribute the chatbot to customers, try it out on a small group of people to ensure it works as expected.

4. Set up notifications for your chatbot. You can use chatbots to communicate with customers and build relationships, but you also need to let them know when your chatbot is available for conversations.

5 . Use the right tools. Chatbots are not a silver bullet, and you will need to use the right tools to make them work. Use the appropriate tools for your business and ensure that you have the technical expertise to build, test, and maintain your chatbot.