These are the Benefits of Chatbots in Customer Service

Chatbots have exploded onto the scene in recent years, helping businesses serve customers, improve user experience, and drive sales.

Today, 1.4 billion people are using chatbots. Almost every major brand with an online presence now has its own chatbot function, allowing users to quickly communicate with a friendly robot, ask simple questions, and be sent in the right direction.

Chatbots have a bunch of great advantages. They’re quick, easy to use, and can handle lots of basic queries. In this article, we’ll take a look at some of the main benefits of chatbots when it comes to delighting your users with great customer service.

They offer instant support in real-time

If there’s one thing customers have come to expect in the age of the internet, it’s immediacy. We’ve grown accustomed to instant loading times, search results, and lightning-fast buying processes. Our expectations for customer service and live chat are no different — anything less than immediate is not good enough.

This is one area where chatbots really shine. They’re available around the clock and can handle vast numbers of customers all at once, giving them a massive advantage over human staff when it comes to response time. There’s no waiting in line for a chatbot — you get a response straight away.


Chatbots work well with data

Data is everywhere in today’s world, and if harnessed correctly it can provide a wealth of valuable insights and uses for businesses. Customer service chatbots work with data in two important ways:

  • They use your existing data to solve customer’s problems quickly, personalize their messaging, and access previous chats to pick up where that specific customer left last time. This allows them to give much more useful and tailored answers, suggestions, and direction.
  • Chatbots can gather data on customers by asking questions and recording the answers. This allows you to gain a much fuller picture of who your customers are and what they want, allowing you to market more effectively and delight them more easily.

This is one area where chatbots really shine. They’re available around the clock and can handle vast numbers of customers all at once, giving them a massive advantage over human staff when it comes to response time. There’s no waiting in line for a chatbot — you get a response straight away.


They’re highly cost-effective

One of the beautiful things about chatbots is how little they cost. Unlike human support staff, you don’t need to pay your bots, you don’t need to invest money in hiring and training them (you just need to program them once) and they’re capable of working around the clock, serving almost unlimited numbers of customers.

It’s estimated that the business cost savings from chatbots will be worth $8bn by 2022. The money you save by employing an army of chatbots can be invested in other areas of your business.

Chatbots can put users in touch with real humans

While chatbots have some advantages over your human staff, they aren’t ready to replace them yet, or for a long time.

The good news is that they don’t have to. Chatbots can work well alongside your existing agents and can be easily programmed to refer customers to humans when necessary. For example, Whisbi’s sales chatbots can quickly qualify a lead with some simple questions and then transfer them to a member of your sales team to complete the buying process with a more involved interaction.

This takes customer service to another level, combining the efficiency and convenience of chatbots with the human touch of a real-life agent.

Chatbots can guide users through the sales process

As we mentioned in the previous point, chatbots can weave sales into their customer service duties, providing useful information about the right products for their customer and giving them all the information they need to make an informed buying decision.

This takes much of the strain off your sales team and resources, allowing your bots to filter out unsuited leads, gather data, and give suitable leads all the information needed to make the human agent’s job much easier.

Chatbots work across multiple channels

Chatbots aren’t limited to just one channel. You can integrate them with your own website, your social media pages, and chat platforms like WhatsApp.

Wherever your customers reach you, you can have a chatbot ready to greet them, answer their questions, and guide them through the buying journey.

Chatbots offer greater personalisation

Personalization is a big deal for today’s customers. 36% of consumers now believe that brands should offer more personalization in their marketing. Fortunately, chatbots are one great way to do this.

Chatbots can gather data about customers and even record data from previous interactions with the same customer, making it possible to have highly personalized chats that get straight to the heart of that customer’s questions and problems — even faster than a human agent could.

This helps you build a more meaningful bond with your customers, solve their problems faster, and deliver more targeted and helpful service.

Chatbots can be a powerful tool for customer service when used correctly. Whisbi’s chatbots are built to engage with your customers in a personalized and valuable way, quickly solving their problems, guiding them through the buying process, and connecting them with human staff whenever it’s time.

To find out more about how our chatbots can help you, click here for a demo.

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