4 reasons to add a chatbot to your customer service and sales teams
“I pepper-only have eyes for you.”
“You’ve stolen a pizza my heart.”
Sure, it’s cheesy. But Domino’s online ordering assistant is also incredibly successful. The pizza chain — and scores of other companies — have added chatbots as first-line responders on their customer-facing teams.
The applications are limitless. Chatbots are currently offering medical advice, financial advice, personal styling and restaurant recommendations. They help CNN spread the news and L’Oréal sift through millions of job applications. And, of course, there’s pizza.
How would a chatbot work on your site?
Chatbots pop up when customers are visiting your web page, or they can be embedded in platforms customers use, such as Facebook Messenger. They perform routine tasks based on triggers, such as a keyword or a menu/button. Interactions are programmed and structured, even though they seem conversational.
Chatbots use a combination of programming and algorithms to answer FAQ, make product suggestions, triage service issues and complete simple tasks. They can also book appointments, follow up with leads or qualify prospects.
That means sales and customer service teams can reach more customers and resolve issues, without adding staff. Because they integrate with business systems, chatbots also deliver:
- 24/7 service: The average call center wait time is 13 minutes. Chatbots can resolve customer inquiries faster than that, even during peak hours. Chatbot technology is available 24/7, including holidays. When companies supplement email and phone calls with chatbots, they can dramatically increase their reach and responsiveness.
- Multitasking abilities: Sales representatives can only focus on one customer at a time. Chatbots can simultaneously answer thousands of questions and communicate with multiple customers. And they do it quickly and consistently, so the level of service doesn’t change when there’s more to do.
- Greater customer satisfaction: Chatbots deliver quick resolutions, accurate responses and personalized suggestions. They connect with customers faster, gather information to create robust customer profiles, and automatically perform simple tasks, so nothing falls through the cracks. Basically, they can do everything customers expect, on demand.
- More sales: This math is pretty simple: More customer engagements equals more sales. With chatbots, companies can increase the number of interactions they have with potential clients. Chatbots automatically start conversations with visitors on your site and use account history (or web activity) to deliver personalized responses. Chatbot interactions are stored and shared with sales teams, so salespeople can take the next step.
How to add a chatbot to your team
Chatbot technology can integrate into most customer relationship management (CRM) platforms. Industry-specific chatbots are available in key industries, such as homebuilding, so they’re preprogrammed to match the traditional sales journey.
Look for chatbot tools that are mobile friendly, so you can reach customers where they are. If you’re using a chatbot to support the sales function, look for ways to increase connection and productivity in the field.
Wipfli can help you develop a chatbot strategy that serves the entire business. Leverage chatbots and our experience to reach more customers, more effectively. Contact us to get started.