There is nothing more frustrating than a chatbot which has countless auto-replies, when you’re on the receiving end of this merry-bot-go-round and to top it off when you get through to a human you are having to repeat yourself again!
This is precisely why our clients shy away from using virtual assistants on their own websites.
This self-service lifestyle that’s creeping into every move we make, is infuriating mainly for the over 40’s.
However, recent studies have actually shown that younger consumers increasingly prefer to interact with bots rather than humans.
Does that come as any surprise?
Hands up if you have a text from your teenager, and when you call them straight away, they don’t answer …but they do text asking “just text me”. #Frustrating
Why? Well, there are a few reasons, and if look at these reasons it gives us a better understanding of the next generation AND more importantly why chatbots are important to your business.
Reason one – TIME
Millennials and Generation Y, think faster. It’s not only an age thing, they have grown up with advanced communication technology. They don’t have time to sit for hours on hold, they don’t have time to talk, they don’t have time to grab a pen, they don’t have time to check their email, they just want quick answers.
Reason two – WE DON’T KNOW HOW
Being a Gen Y, I can honestly put my hands up and say I hate texts, I like confirmation from a human. But, generation Alpha and Gen Z (anyone under 25) have almost lost the ability to communicate in the same way as we did 10 years ago.
I have seen fear in the eyes of my teenage daughter when her mobile rings and she does not know who it is!
It’s not at all wrong, it’s just different.
Reason three – COMMITMENT
Many younger Gens avoid calls because of fear of commitment. Maybe its mum calling to ask you to come home early, or the boss ringing to ask you to work on your day off. Maybe your friends want you to come out for drinks, or need a simple favour. A pattern of behaviour has been set by the sheer reluctance of commitment.
After all, it’s much easier telling your boss NO over text then speaking one on one.
Effortless
Not only do virtual assistants connect effortlessly with consumers, but they also benefit your company financially.
Here’s why
Conversion rates – Chatbots can streamline your ability to service customers. Increasing sales.
Cutting Costs – As little as a 20% reduction in customer service cost. Chatbots are less expensive to create and maintain, compared to employing a telecommunicator.
Retaining customers – The ability to respond to a customer quickly and offer a quality service helps hold their attention.
Maximise staff efficiency – Sales/front of house employees can monitor the chatbot as well as answering calls, optimising your workforce.
Filter dead leads – A few simple auto-response questions at the start of your assisted chat can help filter dead leads, which would otherwise clog up the process and waste time.
The additional pro’s to chatbots
Intelligent chatbots can be set up to suit the individual needs of a company.
As well as all the above, virtual assistants can not only filter out dead leads but can also direct the consumer to the correct person within the company.
It can be set up to translate and respond to people who speak different languages as well as offer book/buy facilities within the chat.
Customers can request callbacks, which is suited to clinics under immense pressure, or time restrictions, such as GP’s or other medical practices.
Chatbots via their very nature create transcripts which can be stored for compliance and training purposes. Records of the conversation can be kept for both client and company, for future reference and aid in any disputes.
Virtual assistants can enhance your current customer relation process, no matter what type of business you are. The benefits to your company far outweigh the (dare I say) ‘archaic’ misconception of the chatbot.
The software interface has come on leaps and bounds in the past 2 years and, quite frankly, the next generation needs it!
If you want more information on introducing a chatbot for your website, get in touch today.
Got a quick question? Why not talk to our own virtual assistant available in the bottom right corner of your screen now!
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