Chatbots have become an indispensable customer support tool.
A growing number of businesses use these smart algorithms to reduce their operating costs, improve their customer satisfaction and loyalty, and keep a competitive edge.
The fact that your customers and prospects can reach out to you at any time and get answers to their questions without having to wait for business hours is great.
But that’s not enough anymore.
The same goes for not being put on hold – chatbots can handle multiple customers at a time, but that’s something that has become a staple of good customer service.
If you want to truly amaze and wow your customers, you need to take your chatbots to the next level.
1. Enrich Your Chatbot With Natural Language Processing
Natural language processing (NLP) is an advanced technology used to assist machines in understanding human language.
NLP is capable of reading, interpreting, and deriving meaning from speech or text, which makes it perfect for improving the potential of your chatbot.
Namely, you can notice that when we text our friends or chat with them via IMs, we use a lot of abbreviations, slang, sentence fragments, and informal language. This makes your autocorrect go crazy and jumble your words, trying to rearrange them into meaningful phrases and sentences.
Now, imagine how such a jargon-packed conversation would look like with a chatbot.
Like a total failure, because the algorithm, no matter how smart it is, wouldn’t be able to figure out what you’re talking about.
We tend to communicate differently when we’re typing than we’re speaking.
And your chatbot needs to know how to decipher and understand what your customers are trying to say.
This technology will dramatically improve your chatbot’s conversational skills by allowing it to understand the entire context instead of just standard sentences. Besides, NLP-powered chatbots can adjust their tone to that of a customer and switch between formal and informal.
In a nutshell, if you want to humanize your chatbots and improve your customer experience, this technology is fundamental.
2. Make Your Chatbots More Empathetic
69% of people prefer to use chatbots because of the speed they provide when it comes to communication with a brand.
However, this number can drop if your chatbot sounds too robotic and inhuman. Customer support isn’t only about providing the right answer and solutions to product issues – it’s also about empathy and understanding.
Don’t forget that many people who reach out to customer support have an issue that’s making them angry or upset. The last thing they need is a disengaged and cold chatbot. In order to deal with such situations successfully, bots need to be capable of responding empathetically and using more sensitive language.
For example, chatbots in the insurance industry have to handle claims management, and this means interacting with a number of possibly distressed clients who have suffered an unpleasant incident.
Sentiment analysis is essential if you want your chatbot to understand the emotion that every individual customer expresses and use an appropriate tone when addressing their issues and concerns. In other words, using this technology, chatbots are able to analyze customers’ voice or text input to determine their mood, and as a result, adjust their responses in an adequate manner.
This way, you’ll show your customers that you understand and care about them.
3. Add Voice to Your Chatbots
According to an Adobe survey, 48% of all searches on the internet are voice-based.
With all the voice assistants such as Siri and Alexa, this trend will only grow, meaning that it will affect customer support too.
By adding voice to your chatbots, your customers won’t have to use their devices or type when they’re trying to contact support. This option will bring immediacy to your brand’s communication with your audience, as it will allow your customers to contact you even when they’re driving or doing something else – they won’t have to leave everything they’re working on in order to type their answer.
Besides that, voice communication is less monotonous and more human-like, all of which will improve customer experience.
4. Feed Your Chatbots With New Information Regularly
Implementing a chatbot isn’t enough for this advanced technology to bring you results.
You need to provide them with relevant, real-time information if you want them to grow and deliver excellence. It’s crucial to educate and train these algorithms, analyze error reports, and make sure that they’re up to date.
Treat chatbots the way you treat your website – it needs constant updates and improvements in order not to become obsolete and redundant.
Businesses that decide to include chatbots in their customer support strategy have to understand that it’s a major commitment, but the one that they will significantly benefit from.
It’s clear that chatbots are the future of customer service. However, given that many companies have already adopted this trend, it’s important to walk the extra mile to empower your chatbots and take them a step further if you want to stand out from your competition.
Michael has been working in marketing for almost a decade and has worked with a huge range of clients, which has made him knowledgeable on many different subjects. He has recently rediscovered a passion for writing and hopes to make it a daily habit. You can read more of Michael’s work at Qeedle.