Chatbots and crisis management

The use of chatbot technology is not a new concept in the business world. Small, medium and large organizations have adopted the use of this technology to increase sales and provide an improved experience to their customers. In competitive industries, the service you provide to your customers is what sets you apart from your competitors. Customers demand 24/7 superior service. Even a single slip-up can make you lose your customers. This has heralded the demand for customer service chatbot technology. With these chatbots, businesses can ensure that customers can receive support as and when they need it.

While chatbot solutions have always been popular, they face higher demand during times of crisis. Currently, the world is grappling with the COVID-19 pandemic and the resultant economic crisis. Businesses are shutting down. Misinformation is spreading at the speed of fire. Companies are working with a skeletal staff, as a result of which they cannot fulfil all their obligations on time. Customer queries and complaints are going unresolved. During such times of crisis, a live chat with co-browsing chatbot solution can take the load off your human resources. At the same time, chatbots can also help in keeping your customers happy and satisfied.

Chatbot solutions have several advantages, making them a high-demand tool for all types of companies. Chatbots can cut operational costs by up to 30%. However, experts say that chatbots have the highest potential in crisis management. For instance, currently, several countries have imposed mandatory lockdowns to combat the health pandemic. As a result, several channels of communication are closed, which could have helped customers get answers to their queries. During such times, a co-browsing chatbot solution for enterprise can serve as a quick and reliable resource with the help of which customers can get their questions answered without facing any issues. The best part of a chatbot is that it can be integrated with any platform like social media, website etc. to resolve queries.

Clarity

Clarity

During times of crisis, customers feel wary and insecure. Your existing customers might want to pull out from your company, fearing an economic downturn. New customers are hard to find. In such cases, companies need to step up by ensuring the utmost transparency of all their operations and communicating all relevant information to customers. At the same time, we understand that the new norm of working from home would have impacted most business owners, resulting in a lack of staff. Chatbots can be integrated across systems and used to provide customers with information on a real-time basis. This promotes a feeling of trust in the minds of customers. In addition, chatbot solutions can also help in answering customer queries promptly and alleviating their fears regarding business continuity.

Reduce Message Volumes

Reduce Message Volumes

Difficult times should not impact the service that you are providing to your customers. Companies receive hundreds and thousands of queries every single day. This is further amplified during times of crisis. Customers have questions and doubts that they want to resolve promptly. Using a live chat with co-browsing chatbot solution is a great way to enhance your crisis management plan. As can be seen nowadays, companies are working with minimal staff support. This makes them ill-equipped to handle a large volume of customer queries. Chatbots can be of great help as these tools can simultaneously answer several messages within a short period of time. Chatbots can be used to interact with customers across multiple platforms. This enables human resources to focus on core functions.

Push Notifications

Push Notifications

A primary benefit of chatbot technology is the capability to send push notifications. When industries are facing an economic crisis and the business environment is rapidly changing, customers have the need to remain updated with all changes at all times. Companies need to focus on providing customers with immediate and real-time updates. Businesses using a co-browsing chatbot solution for enterprise can make use of push notifications for important updates. Chatbots can be used to push notify important updates that are of relevance to your customers. For instance, Reliance Foundation announced that they will be providing free meals across cities during the COVID-19 pandemic. Announcing such news via a push notification would ensure that people are aware of this measure and can take advantage of the same if the need arises. In addition, a push notification would also reach more people, enabling them to assist in this initiative.

Accuracy

Accuracy

A large influx of messages can result in mistakes even at the best of times. Such mistakes are even further magnified when companies are busy in crisis management. With businesses working with a thinly spread staff, some mistakes are inevitable. However, such mistakes should not be allowed to negatively impact customers. Chatbots help in improving the accuracy of customer communications. Manually handling hundreds of customer queries with 100% accuracy is a daunting task. Chatbot solutions can easily respond to hundreds and thousands of messages while maintaining utmost accuracy. However, such accuracy comes at a price. Companies need to keep their message banks regularly updated, especially during crisis times when changes are occurring rapidly. Brands should have a team assigned with the responsibility of updating customer knowledge bases which are used in chatbot solutions to respond to messages and queries. If the message banks are properly updated with accurate information, chatbots can respond to a large volume of messages with 100% accuracy.

Crisis management isn’t as difficult as it looks. A live chat with co-browsing chatbot solution can automate your chat functions. In turn, your employees get more time to focus on acquiring and retaining customers. While the effect of economic crisis is inevitable, taking the help of technologies like bots can ensure that your business can function effectively and profitably even in the face of difficulties.

At Talisma, our bot framework can help you enhance engagement with customers, even during current times when there is no form of face-to-face interaction. Talisma chatbots use AI and a deep customer engagement suite to herald business transformation. To know more about Talisma chatbots Get in Touch with us.

 

 

2020-05-26T06:14:58-05:00

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