In the age of Smartphones, in the age of Millennials and during the age of digitalization, even companies must keep up-to-date with the times and with socials.
So Chatbot was born in this period of great technological innovation. A piece of software designed to simulate a conversation with end users, usually to give them information that they want, a user-friendly interface allowing the company to interact with its customers and to answer common questions immediately.
Bots are a great option for the interaction user-company, which have the advantage to keep no distance with customers, but still let enterprises to generate new sales opportunities.
So the Customer Care becomes Social and, according to a Research done by Microsoft, it becomes critical to consumers during the purchase phase.
97% of users, before making a charge, usually exchange bot with customer service and 60% of respondents confirm they changed their mind if company support was poor.
This way, companies have to worry about updating itself and integrating an increasingly active social channel for their customers. A channel that can automatically reply to those who seek information and make questions to the customer care applications.
The first step to reach customer satisfaction is to build a Knowledge Base, notions that reply to frequently asked questions and to guide the consumer through the answers independently.
All socials now have integrated bots within their platforms, but Facebook is still the most used channel within this field.
It has integrated its target platform Messenger with bots able to chat with users.
But at the same time Facebook relieves the user and gives the opportunity to decide at any time whether they want to block this type of communications if they are deemed intrusive and no longer relevant.
Now the most popular social in the market is also integrating Messenger with chatbot dedicated to online payments. Customers can carry out their expenses directly within the platform, thanks to a “buy now” button that will guide them in the proper section to enter information without leaving the messaging channel. After making the first shopping and recorded the credentials of the credit card on Messenger, with the second purchase they will only have to click in order to authorize the expenditure.
Many banks are also integrating this payment system within their services.
It’s a completely friction-free banking experience with no apps or menus. Customers write and smart bots reply in real time to find answers to their requests.
These conversations lead to more satisfied and loyal customers, reduced calls to the customer care and a digital competitive advantage of the bank over others which have not yet adopted this new technology.
Safety is always the key-point in the banking sector, therefore all the collected information will be encrypted to protect the customer.