The very word “chatbot” is a little bit clunky, being a combination of the words “chat” and “robot.” As you may have gathered, a chatbot is a program that answers your consumer’s questions automatically. The idea is that many of the questions that consumers come up with can be answered in the same way. They are, essentially, the same question in different forms. A chatbot can scan the question for certain keywords and give the consumer an adequate answer which it already has on record.
Chatbots vs. the Human Touch
Of course, a chatbot will not be able to answer each and everything, only the things that it is programmed to answer. So there are certain situations in which the human touch becomes necessary. But for all other cases, a chatbot can be invaluable.
Isn’t Talking Easier Than Chatting?
You might assume that people would prefer to talk to other people in order to resolve their issues. Isn’t it just easier to pick up the phone and ask a question rather than messaging? Doesn’t messaging take more time?
Why Do People Prefer Texting/Messaging?
The fact is that human communication has changed a great deal with the invention of texting. And a lot of people prefer texting/messaging to actually speaking to a person and receiving a personalized answer.
- One of the advantages of messaging is that it can be done anywhere, even in a place where you may not be able to talk, such as public transport or when you’re at a dinner party.
- Plus, when you send a message, you have more time to compose it, which means you’re less likely to get upset, irritated or annoyed as you might when you have to speak to a customer service representative.
- There are also times when you might not entirely understand the way a person speaks, either due to their diction or their accent. But you won’t have this problem over chat because everyone uses the same words while writing.
Contact us for more great reasons why chatbots are such a great idea for attracting new customers and resolving customer issues.