Collecting useful feedback is an important task for any business to elevate their customers' experience. To assess how your customers feel about the product/service and the support, data is of utmost importance. Almost every customer conversation can be used as a chance to deliver a better experience.
However, emails with feedback forms or links sent to customers are often ignored. There is no better way to collect feedback than when the customer is still right in your store! With a chatbot, businesses can collect feedback virtually through a conversation while the customer is still on the website. Since the experience is fresh, the feedback gathered is likely to be more accurate.
5. Supporting the CRM System
All conversations between the chatbot and the customers are valuable interaction. It gives an insight into the customer's mindset, their preferences and their choices. High conversationals turns will mean that customers are engaging with the chatbots longer and these interactions should be monitored and used to encourage even more interaction.
All interactions should be reflected in the CRM system in a timely manner.
An effective chatbot platform will provide a real-time report of the conversations and an in-depth view of the individual interactions. Continuous training of the chatbot will ensure that it is always up to speed and well prepared to handle the next customer that comes along.
Having chatbots does not mean that businesses should do away with real-life customer service. Although artificial intelligence is coming on in leaps and bounds, it’s no substitute for a real person, especially when it comes to complicated use cases or more difficult enquiries.
Chatbots should be used to elevate the virtual customer experience and helping customers in the way they want it, when they want it, 24/7.
Marketing Development Manager at Noodle Factory