Over the past few years, contact center spending has increased significantly as savvy businesses transform their processes to meet the growing demand for high-quality customer support. But the important thing to remember is that improving customer service doesn’t happen simply by expanding your budget.
Instead, contact center leaders must stay focused on integrating the kind of technology that can seamlessly and organically become part of larger company goals to ensure sustainable long-term growth.
Among the most important places to begin? Chatbots. According to a recent Business Insider report, 80 percent of businesses want to have chatbots deployed by 2020. There are numerous reasons cited by the report, but if you’re a contact center leader looking for a reason to deploy chatbots within your facilities, here are 23 billion: Business Insider also reports that chatbot deployments are poised to help contact centers achieve a staggering $23 billion in cost savings on an annual basis.
If you’re wondering whether or not your contact center could be bolstering your bottom line by deploying customer support chatbots, here are a few signs that you could stand to benefit.
Your agents are handling too many inbound calls
If you’ve noticed that your agents are unable to absorb the volume of inbound calls coming into your contact center, it may not have anything to do with their ability. It may instead be reflective of your organization’s inability to properly direct the flow of your customers. Fortunately, chatbots are capable of resolving a wide variety of service inquiries, on a variety of channels reducing volume for your agents.
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Chatbots provide a flexible platform for outbound notifications and reminders, with the power to transform the interaction into a two-way automated conversation, not just a one-way notification. These customer service chatbots integrate easily with your existing contact center, IVR and CRM to deliver modern customer service offerings that customers enjoy using. This, in turn, gives agentsthem the ability to spend more time giving focus and dedication to each customer.
Your infrastructure is becoming too costly
In an economy that increasingly favors mobility, your call center facilities and on-premise infrastructure itself can become more trouble than it’s worth—especially as legacy hardware becomes outdated and starts to require significant maintenance. Deploying chatbots across your various digital touch points should enable you to restructure your entire operations, including reducing infrastructure and associated costs.
Your social media sales are slumping
Chatbots aren’t just for customer service. They can assist with sales inquiries too. So if you’re only using social media to address service inquiries, you’re not using the platforms to your full advantage. Deploying chatbots to communicate with customers over social media provides your chatbots the opportunity to address issues, and then direct customers towards another buying opportunity. For instance, if the customer texts your chatbot because they want to return a sweater, your chatbot could direct them to another sweater entirely, keeping your customer engaged and brand-loyal in the process.
If you want to To learn more about the cutting-edge technology that is helping contact centers prepare for sustained future growth, please visit these customer service chatbot resources.