Top 5 Ways Chatbots are Transforming Customer Experience in 2021

The year 2020 was quite a roller coaster journey for businesses of Top 5 Ways Chatbots with no certainty of what would happen next. With customer support centers shutting down, organizations going remote has led technology to play a vital role. One technology that has been consistent across the board during this pandemic is chatbots. When customers were looking for answers there were massive amounts of questions and requests. Chatbots were there to answer these 24/7. Businesses witnessed the actual utilization and value of a chatbot during this pandemic when the world was upside down.

According to Forbes, it is expected that the chatbot industry will hit 1.25 billion by the year 2025. Also, 37% of startup leaders are expecting chatbots & virtual assistants to be a primary customer application in the coming five years.

These statistics seem quite promising, don’t they?

What are Chatbots?

Chatbots are an AI-based computer program which can imitate human conversations, as customers have a growing preference for conversational platforms. Texting applications by “Top 5 Ways Chatbots” that utilize voice and text-based interfaces are becoming the preferred mode of communication. They play a crucial role in customer experience by providing a human touch by interpreting and processing users’ requests and giving them proactive answers.


Here’s How Chatbots are Transforming Customer Experience

  • 24/7 Availability- These days customers are expecting business to be around 24/7 to communicate instantly when they are in need. Chatbots can help businesses solve this problem by answering queries wherever and whenever needed.
  • Self-checkout Stores- Having an AI powered chatbot helps streamline the checkout process, which makes it easy for users to make an in-store purchase and not have to wait their turn to check out.
  • Organizations like Costco have cashier-less stores which track and register the products being picked up and eventually charges them as they leave the store, thereby creating a hassle-free and great shopping experience.

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  • Smoothing the Customers Journey- customer experience has been all about providing a seamless journey at every touchpoint, and bots can play a crucial role in providing the same when a customer is in their awareness or decision phase of buying.

When a user lands upon your website to learn about the product and services your business has to offer, a bot can help them with a couple of awareness level questions to gauge the interest. This is a great alternative to sending a user to the FAQs section to get the answers, which can spoil the experience. Top 5 Ways Chatbots can help a user with suggested products, videos, blogs, eBooks, etc.

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Similarly, when a user is in the evaluation phase of buying, he is not looking for basic questions and rather expects the website to provide him with a personalized experience as soon as he lands on the homepage. And we all know how “personalization” plays a crucial role in the decision phase, which brings us to our next point.

  • Offers Real-time Personalization- as discussed above, when a user is no longer in the nascent stage of buying and is in constant touch with the business, the user starts expecting a different sort of answer with a conversational context. A chatbot plays a major role in maintaining the rapport by having past purchase history, preferences, complaints, etc. stored for quick access.
  • Allows Brand Personification- a chatbot also allows users to understand what a brand stands for and values. Research suggests that 86% of customers believe authenticity is a vital deciding factor in order to support the brand.
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  • A bot can be used to set the tonality, messaging, and values of the organization and conveys the thoughtful answers to user requests in accordance with brand values.

Final Thoughts

So, if you are planning to offer a stellar customer experience in 2021 and wondering how ‘Top 5 Ways Chatbots’ is your one-stop solution. An AI-powered automated system, which provides an authentic and personalized experience while handling multiple customers at a time is definitely worth try. When done correctly, a chatbot customer experience can have a huge impact on the business’s bottom line, especially when we are in a middle of a global pandemic where organizations are bound to digitize their structure. Is your organization ready to embrace chatbot technology?