What is the Main Use of a Chatbot?
Over the past decade, use of AI chatbots has become increasingly popular in both B2B and B2C interactions. Online retailers and service providers have come to rely on chatbots as a way to engage their target audience, boost conversion rates, and increase retention among existing customers. But what is the main use of a chatbot? Let’s take a look at some of the top ways chatbots are being used to revolutionize the online consumer experience.
Answering Questions
One of the most frustrating aspects of purchasing a product online is not being able to get hold of a live person with any questions you may wish to ask. While the Frequently Asked Questions (FAQ) section has been a prevalent part of consumer websites since the inception of the internet, a chatbot can go beyond the standard question-and-answer format to give consumers real-time, in-depth answers to their specific questions. Customers receive a far more personalized answer to their questions from chatbots than they would from an FAQ section, making them more likely to make the purchase.
Resolving an Issue
The best thing about online stores is that they’re open 24/7. However, it’s not always possible to get in touch with live customer service representative when you are experiencing an issue outside business hours. Rather than making customers wait to contact customer support, chatbots make it possible for consumers to get solutions to their problems any time of day or night.
Paying a Bill
The internet has opened up a world of possibilities for how we do business, and paying bills is no exception. Thanks to online payment portals and AI chatbots on hand to assist with bill payment, consumers can now securely enter their information and complete their payment without any hassle, whenever they want. Chatbots can assist customers who need to set up their account, and can also provide them with information that pertains to their remaining balance, payoff amount, and payment due date.
Making a Purchase
Of course, one of the top uses for a chatbot in e-commerce is helping to sell products. People love the ease and convenience of making a purchase online, but sometimes miss that “human touch” that comes from interacting with salespeople in a brick-and-mortar store. By offering product recommendations based on past purchases and answering questions a customer has about a specific product, chatbots can help enhance the customer experience without sacrificing the convenience of shopping from home.
How you choose to use an AI chatbot depends on the nature of your business, as well as your consumers’ unique needs. Chatbots help fill the gaps in customer service that can make or break your customers’ experience. By choosing the best chatbot platform to fit your needs and enhance your service strategy, you can take your online business to the next level.