Call us Today: 0330 058 5621

Email Us

Will a Chat Bot Improve Your Customer Experience?

03/03/2021 | Share:

Chat bots are an automated program designed to simulate a conversation with your customers and potential buyers. Today, they’re able to offer a wide range of solutions to customers including:

  • Answering frequently asked questions
  • Providing product information and recommendations
  • Checking stock
  • Assisting with purchases and updating order status
  • Narrowing down queries before a human joins the conversation
  • Processing returns and exchanges
  • Collecting customer data and feedback


Benefits of a Chat Bot

When used correctly, chat bots can really improve your business. Not only does it improve your customer experience but it benefits your internal teams as well. Here’s our list of reasons why a chat bot will improve your customer experience:

1. Reduced Wait Times

A chat bot is able to load and engage almost instantly. Usually, they begin to address a customer’s concern much more quickly than a live agent, as it is a scripted programme. It also beats picking up the phone and waiting on hold just to find out a basic piece of information, particularly at busy times.

2. 24/7 Customer Service

Chat bots don’t require sleep, which means they can operate around the clock, any day of the year. This means that customers can receive solutions to their problems as soon as they occur. If you’re effective at resolving issues quickly and efficiently with the chat bot, this can really boost your brand’s reputation.

3. Cost-effective

Because of this always-on capability with chat bots, they can be a very cost-efficient investment, depending on how advanced the chat bot is. As your business grows, your chat bot may allow you to save money as you won’t necessarily need to hire extra customer service agents.

4. Personalised Interaction

Chat bots are able to use the data you have on a customer and reference them in conversation. This includes things such as name, phone number, previous orders and even past interaction data. This provides a more personalised experience for the customer, allowing them to feel more at ease with the chat bot.

5. Gather Customer Insights

With a chat bot, you can put your customer queries into a format that is easy to analyse. You’ll be able to sort this data on your customers to find out the most common queries or problems and then address them. By doing this, you’ll reduce the number of negative interactions and resolve issues with ease, improving your brand image.

6. Multi-lingual

Chat bots allow you to engage with people all around the world. If you offer multiple languages on your website, then you’ve likely got the capability to offer the same languages within your chat bot. Remember, they can be programmed to say whatever you’d like them to. You could even ask them to respond in Klingon if you really wanted!

Although chat bots can sometimes lack personality, it’s still about connecting with your customers and being accessible to them when they need something. Setting up other languages, if applicable to you, helps you achieve this.

7. Relieves pressure on your team

Finally, a chat bot will also relieve the pressure on your existing team. A chat bot can answer basic queries and fulfil basic commands, which allows the live chat agents to focus on those more complex queries. With a chat bot available, you may also receive fewer phone calls, easing the frustration of the customers that prefer to call or have a complex issue.

More from Blog

  • What your customers really want from your mobile ecommerce site


    What your customers really want from your mobile ecommerce site

    It’s no secret mobile ecommerce is a big deal, more people than ever are using their smartphones to browse the internet for online shopping. However there is still a high percentage of mobile ecommerce sites that are failing to provide users with a pleasant, convenient shopping experience. So in this article we take a look at some of the key areas you need to focus on. A …

    Read post
  • Unlocking the Potential of Prime Order Fulfilment: Beyond Amazon


    Unlocking the Potential of Prime Order Fulfilment: Beyond Amazon

    In the rapidly evolving world of online commerce, Amazon Prime Fulfilment reigns supreme, setting the gold standard for efficiency and customer service. Its unparalleled reputation for lightning-speed deliveries and top-tier service has become the industry benchmark. Yet, amidst this dominance, there’s a compelling alternative avenue to attain Prime-level order fulfilment excellence, one that extends beyond the realms of Amazon. Enter Ogden Fulfilment, a rising force revolutionising the …

    Read post
  • 3 Reasons Why 2018 is the Year of the Customer


    3 Reasons Why 2018 is the Year of the Customer

    The past year has just flown by. So with 2018 almost upon us, we take a look at what your ecommerce business needs to consider during the coming months, and why 2018 will be the year of the customer. 1. GDPR is coming In six months time, the EU’s General Data Protection Regulation (GDPR) directive will come into force on the 25th May 2018. Therefore if you …

    Read post
  • Social Proof in E-commerce: What It Is and How to Get It


    Social Proof in E-commerce: What It Is and How to Get It

    In the competitive world of e-commerce, building trust and credibility is crucial to convincing potential customers to make purchases. One powerful tool to achieve this is social proof. What is Social Proof? Social proof is a psychological phenomenon where people look to the behaviours and actions of others to determine their own behaviour. It’s an informational shortcut that helps us reduce our decision-making processes. For example, if …

    Read post