Are you looking for tips on how to provide excellent customer service and improve customer experience? You might have heard that customer service chatbots are great helpers when it comes to solving this issue.
However, some questions could still remain unanswered in your head: what do customer service chatbots actually do? How can they help your business? What are the examples of companies that successfully use chatbots for support? And what chatbot service should you use for your website?
That’s what we are here for.
Let’s uncover all mysteries surrounding these great tools.
In this article:
- What are customer service bots and how they can improve customer service
- The best customer service chatbots to try out
- What companies and brands are successfully using chatbots
- How to set up a customer service bot
- Useful tips on how to make the most of your chatbot
Do you want to learn more about chatbots? Check out these:
- What Is a Chatbot and What Are Chatbots Used For?
- Chatbot Marketing: Fast and Easy Guide
- Top Ecommerce Chatbots For Your Business [+ Examples]
Starting from the basics—
What is a customer service chatbot?
A customer service chatbot is computer software that simulates human communication via text chats in order to help businesses answer questions and requests.
Using artificial intelligence and machine learning, chatbots are programmed to assist website visitors and provide exceptional customer service.
They easily recognize common speech triggers of visitors on different stages of their customer journey and are able to provide relevant information without the need to involve human agents.
Benefits of chatbots for customer service
A customer service bot can do a lot. It’s a powerful tool to engage website visitors, improve lead generation, answer FAQs, and much more. Additionally, customer service bots are available 24/7 answering real-time requests, can speak multiple languages and often don’t require any coding skills to install.
In which way customer service bots can benefit your business?
Chatbots provide better customer communication
With artificial intelligence becoming more and more advanced, bots are becoming exceptionally fast learners. An AI bot is able to collect relevant data about customers and use it for improving customer satisfaction. Personalized and targeted support combined with fast response times and low wait times is a sure way to generate more leads and improve the overall user experience.
Customer service bots are available round the clock, everywhere
Modern-day customers are busy and demanding, wanting to get answers to their questions immediately. And they have every right to do so! The good news is that, unlike a human support team, bots do not have to sleep—they are available 24/7 and send instant replies to customer questions. Such efficient communication is a sure way to convert website visitors into paying customers.
Customer service chatbots save your business a lot of money
Installing a chatbot for customer service is always much cheaper than employing and training a team of live agents. To start with, many chatbot builders and chatbot templates are available free of charge. While requiring minimal initial investment, customer service chatbots can save your business a lot of money in the long run. Business Insider Intelligence report estimates that global retail consumer spending via chatbots will reach $142 billion by 2024. Sounds impressive, doesn’t it?
Check out this case study by Tidio on how support automation led to a $100K/year side business.
Customer service chatbots speak multiple languages
In our modern world, breaking down the language barriers is as important as ever. According to statistics, 75% of customers prefer to shop in their own language. And nobody wants to lose potential customers because of frictions in customer interactions. AI customer service chatbots running on NLP (natural language processing) standards are able to easily understand different languages and respond to visitors accordingly.
Customer service bots give your brand a unique voice
Every business wants to stand out from its competitors, and support chatbots are great helpers in this venture. Well-designed bots make your brand more human and give people a feeling they are engaging with something more than simply a robot. Adding a bit of personality to a bot is a sure way to attract more visitors to have a chat with your bot. In fact, a chatbot personality study revealed that as many as 53% of consumers build positive associations around brands whose bots use quick-witted comebacks. By knowing what the customer needs and how to provide it to them, a customer service bot can take your brand loyalty to the next level.
Customer service chatbots come with multiple integrations
It doesn’t matter what platform your website operates on—Shopify, Wix, WordPress, or WooCommerce. There are definitely plenty of solutions available for you to choose from. What’s more, a chatbot doesn’t have to be present only on your website—there are Messenger, Whatsapp, and Instagram chatbots that can help you to stay in touch with your customer at all times.
Best chatbots for customer service to try out
Now that you know about all the perks of having a chatbot, let’s check out this list to choose your perfect support tool:
Tidio is a versatile all-around communication platform that includes a customer service chatbot and a live chat. It has dedicated integrations with all major ecommerce platforms and comes with a no-coding chatbot builder.
- Integrations with Instagram, Zapier, and Facebook
- AI-powered chatbots that operate on NLP
- 30+ chatbot templates to choose from
- FAQ chatbots one can optimize for any business type
- Easily personalized and customized widgets that blend in with the look of any website
- An iOS and Android mobile app
- Freemium version available
- Paid version starting from $49/mo
Rating: 4.6/5 ⭐️ on Shopify
Gorgias is a good option for medium-sized businesses—it combines a Shopify chatbot tool and a ticketing system. It’s a useful tracking and segmentation tool that will allow companies to offer a more personalized approach to their customers.
- 30+ integrations, including those with messaging platforms and social media
- Chatbot history view
- Intent and sentiment detection
- Tracking updates
- Focuses mainly on ecommerce
- Limited reporting features
- Basic ($60/mo)
- Pro ($300/mo)
- Advanced ($750/mo)
- On-demand (Custom price)
Rating: 4.6/5⭐️on Shopify
Gobot is a chatbot that comes with pre-built quizzes that help customers choose the best product option. Being an AI-powered chatbot, Gobot allows companies to make relevant product recommendations and collect customer feedback.
- Integrations with Zendesk, Gorgias, and Salesforce
- Customer feedback collection
- Shopping quizzes
- A drag and drop chatbot builder
- Many features are still unavailable
- Prior testing and research required
- The first 5000 customer engagements for free
- Premium plans (Custom price)
Rating: 5/5⭐️on Shopify
Relish AI offers lots of chatbot templates aimed at increasing sales and conversion rates. It helps to automate customer support and generate quality leads with personalized and targeted chatbot messages.
- FAQ answers
- Tracking orders
- Templates for cross-selling and upselling
- Conversational campaigns
- No tutorials
- Not too many features
- Grow ($29/mo)
- Pro ($69/mo)
- Premium ($199/mo)
- On-demand (Custom price)
Rating: 4.9/5⭐️on Shopify
Chatra combines a chatbot and a live chat, allowing customers to easily switch between a chatbot and a live chat agent. It’s easily customizable, simple to use, and has great reviews (4.9 on Shopify).
- Online and offline bots
- Contact form bots
- Targeted messages and triggers
- Integrations with Facebook and Instagram
- The supported channels are not broad enough
- Out-of-date layout
- Forever-free plan
- Essential ($22/mo)
- Pro ($27/mo)
Top 5 customer service chatbot examples
Now you know all about how cool it is to have a chatbot for customer service.
However, you might think: are there any big brands that are actively using AI bots? And the answer is yes!
Here are some examples of popular brands’ chatbot use cases.
Spotify has a Messenger chatbot that helps customers to search for and share music. It has plenty of features, including giving music recommendations based on a variety of factors like the mood, genre, and what a person is doing at a particular moment.
The Sephora chatbot is trained to give customers makeup recommendations, tutorials, and tips regarding everything related to their cosmetics. It also readily provides product reviews and ratings to help you with your shopping.
Mastercard has a Facebook Messenger chatbot that allows customers to track their credit card transactions in an easy way.
Starbucks customer service chatbot allows users to simplify the process of ordering. The bot guides the customer through all the steps of placing an order and sends a notification when the drink is ready for pickup.
Chatbots seem to be a logical solution to ensure a great level of customer experience when it comes to taxi providers like Lyft. Their chatbot allows users to request a ride, track the driver, and see the picture of the car and its license plate.
How to build a customer service chatbot?
The good news is that many chatbots require zero coding skills to build and install them. Additionally, many of them can be added to a website in less than 5 minutes. Sounds too good to be true? Let’s check out the necessary steps for building a customer service chatbot for your website:
1. Decide the main purpose of your chatbot
It’s crucial to identify what you want your chatbot to do and be as specific as possible—it can be greeting new visitors, recovering abandoned carts, answering questions about shipping and returns, or asking for feedback. This will help you to figure out what features you need to include, how you should customize the bot, and other small details that matter in the long run.
2. Choose the channels you want to use
Do your customers mainly contact you on your website, or are they active Instagram users? What about Messenger or WhatsApp? Think about what your target audience uses and choose a customer service chatbot that has the appropriate integration.
3. Pick your customer service chatbot provider
Take all important factors into account and choose your ideal chatbot solution. The good thing is that many services (like Tidio, for example) come with a free plan, so you don’t need to pay before you try and find your perfect customer support tool.
Discover the best chatbot platforms.
4. Design your conversation flow in a chatbot builder
Log in to the chatbot builder of your choice and design the triggers you want your chatbot to recognize. For instance, if you want the chatbot to activate on a specific landing page, start with a Visitor opens a specific page command. Write the message you want your bot to send and add a decision command with quick replies.
Discover how to design conversational AI flowcharts
5. Test your chatbot
It’s crucial to double-check if everything is running as smoothly as possible. When building a Tidio chatbot, you can click the Test it out button and see a live preview of your chatbot as customers see it. Check the conversation flow and correct it if necessary.
6. Monitor chatbot analytics and collect user feedback
In order to consistently provide an excellent support experience with your customer service chatbots, it’s vital to always monitor how your tool is performing and be ready to implement necessary changes based on feedback and analytics.
Discover how to create a chatbot from scratch.
Tips to scale your business with customer service bots
After the installation, you might be wondering what you can do to make your chatbot even more efficient at helping your customers. We got your back—read on for the tips and tricks:
Personalize, personalize, personalize
A bit of human touch does only good for the AI chatbot. Chatbot statistics reveal that customers love feeling special and seeing that a business is customer-centric. In fact, those businesses that are client-centric are reported to be 60% more profitable than the rest! If your support bots can provide people with this feeling of uniqueness, you are in for success. Program your chatbots to imitate human interaction: greet your visitors by name, adjust to their tone of voice, and be able to talk on behalf of your company in your unique brand voice.
Use a multichannel approach
As mentioned before, it’s crucial to figure out what channels your target audience is using. The chances are high that you have a few segment groups that use different communication channels for different purposes. The solution to this issue is simple: use an omnichannel approach. Combining stellar AI-powered support on your website and messaging apps will help you win the loyalty of your customers.
Build interactive FAQs
It’s a good idea to ensure that your chatbots are ready to answer any FAQs your customers might have. Without prompting them to simply visit the FAQ page and scan it themselves, the communication will be much more efficient.
Use rich text and content
Customers love seeing how much a company cares about communication. Using rich text with different elements like italics, bold text, emoji, as well as images makes the conversation more interactive and engaging, discouraging the visitors from closing the page.
Customer service bots: key findings
So, let’s review what we’ve learned:
- A customer service chatbot is an AI-powered computer program that is aimed at helping businesses provide stellar customer support
- Chatbots for customer service provide better communication, are available 24/7, save a lot of money, and give a brand its unique voice, among many things
- There are lots of customer service bots to choose from, depending on the size of your business and your purposes
- Using a well-trained customer service chatbot is becoming a must—many big brands like Starbucks, Sephora, or Mastercard use them
- Building a chatbot can be done in a couple of easy steps without any coding skills
- A customer service chatbot is a great way to scale your business if you put effort into personalization, and take an omnichannel approach to your business communication
It seems like customer service chatbots are here to stay. Moreover, they are becoming a golden standard for a business. It could be exactly the time to install one.