Imagine you’ve recently started an online fresh vegetable business. You have a catalog for fruits and vegetables explaining price and availability. Although most of the information is clearly mentioned on the website, you get hundreds of emails and phone calls regarding deliveries, discounts, and availability of your services in a particular location. Now, you could appoint someone for customer support and reply to these queries or simply — can implement a chatbot on your app and website that instantly answers such routine questions.
Chatbots for business are the need of the hour. The reasons are obvious. It is efficient, reduces workload, and responds to customer requests immediately. Nearly 1 in 4 customers have interacted with a brand via chatbots in the past 12 months, according to a Salesforce study published in late 2018.
As more and more customers are using e-commerce and digital medium for purchases, the incoming requests have also increased at the same rate. Companies need a larger workforce to handle customer support, failing which may lead to dangling customer satisfaction. Immediate query resolution also implies better customer experiences.