Chatbots are a big part of self-service customer support. For whatever reason—be it convenience or the rise of certain technologies—more and more people prefer chatbots for their self-service interactions.
Herein lies the competitive advantage of deploying chatbots. If the people coming to you for self-service prefer to use a chatbot, you have an inherent opportunity to reduce support costs, decrease case response time, and lower customer effort overall.
That’s what chatbots have the potential do. To that end, here are three eye-opening chatbot statistics that show just how true this is.
1. Nearly 1 of 2 customers prefers chat for customer service
As consumers ourselves that often prefer chat to email or phone, we can only speculate that the scales will continue to tip toward chatbots in the near future. This is especially true for simple issues.
For example, do I really need to call and talk to somebody if all I want to do is check product availability? Verify order status? Access basic setup instructions? Nope. Chat can take care of that.
2. Chatbots can save millions in support costs
When we see this statistic, we see a big company that decided to automate the low-hanging fruit. Meaning: Amtrak saw that the simple issues they were handling over and over through (costly) email interactions could be eliminated by automated chat support.
What company, big or small, wouldn’t mind saving a cool million a year in support costs?
3. A majority of interactions will soon be handled without humans
This final projection underscores the firm place that chat will have in the future of customer support. And it serves as a useful reminder that jumping on the chat train is hardly enough. Deploying chatbots requires a more comprehensive self-service strategy.
For chatbots to be a viable self-service channel, we need to optimize our support content for self-service interactions—to feed those chatbots with the microcontent that enables them to serve up quick, concise, and authoritative answers.
Because microcontent is the fuel, the fodder, and without it your chatbots are unlikely to be as effective.
Why Chatbots Need Knowledge Management
Learn more about the cost and efficiency gains chatbots offer and how knowledge management makes this ROI possible