{"id":6845,"date":"2018-11-09T14:49:38","date_gmt":"2018-11-09T13:49:38","guid":{"rendered":"https:\/\/www.vidiemme.it\/chatbot-per-il-customer-care-e-lassistenza-tecnica\/"},"modified":"2018-11-09T14:49:38","modified_gmt":"2018-11-09T13:49:38","slug":"chatbot-for-customer-care","status":"publish","type":"post","link":"https:\/\/www.vidiemme.it\/en\/chatbot-for-customer-care\/","title":{"rendered":"Chatbot for Customer Care and Technical Assistance"},"content":{"rendered":"

When it comes to technical assistance and Customer Care<\/strong> in general, there are two\u00a0main objectives for\u00a0companies: offer a precise resolution<\/strong> to the problem and do it faster<\/strong>.<\/p>\n

Thanks to Virtual Assistants<\/strong> it is now possible to offer support to customers and employees that is faster, cheaper and guarantees a positive experience.<\/p>\n

In fact, consumers themselves seem to be ready to interface with Chatbots to receive support, so much so that, as emerged from a Nelsen study, 56% said they prefer<\/strong> to handle problems with customer service through chat rather than the phone<\/strong>.<\/p><\/blockquote>\n

Let’s look at the reasons for this new trend<\/strong> starting with an analysis of the benefits deriving from Chatbot adoption in Customer Care; the advantages for companies and consumers are indeed very significant.<\/p>\n

No more waiting<\/h3>\n

One of the characteristics of today’s client is the need to receive answers quickly<\/strong>.\u00a0Speed \u200b\u200btherefore plays an important role in the final satisfaction rating given to the service received.<\/p>\n

Waiting<\/strong> for several minutes creates<\/strong> such a level of frustration<\/strong> that there is a risk of losing the customer in the future.\u00a0Moreover, the negative word of mouth alone that could be generated could damage the company, especially considering that nowadays anyone, before buying a product or a service, searches for information online, reading and comparing the experiences of other users.<\/p>\n

Chatbots allow companies to respond instantly<\/strong> to customer support requests without having to make them wait.\u00a0Furthermore, for frequent and easy-to-resolve problems, the consumer can easily find an answer and solution.<\/p><\/blockquote>\n

Sort the problems correctly<\/h3>\n

Being able to interact at an early stage with a Chatbot, allows the company to correctly distribute requests<\/strong> for more difficult resolution, which therefore require the intervention of a human operator.<\/p>\n

Doing so\u00a0not only\u00a0speeds up the service process<\/strong>, as the customer doesn\u2019t have to explain the problem again, but helps the operator to find a solution, having already classified the problem to be solved.<\/p><\/blockquote>\n

A successful assistance service must apply quick and correct problem routing<\/strong>.<\/p>\n

Greater accuracy<\/h3>\n

By eliminating the possibility of human error in not correctly routing a request or the risks of misunderstanding on the part of the operator, Conversational Interfaces make it possible to resolve the issues<\/strong> raised by customers more precisely<\/strong>.<\/p>\n

Putting together the requests received over time, in fact, it is possible to identify the most frequent customer problems<\/strong>, and to optimize processes more and more so that, over time, even for the most difficult problems it will be possible to interact exclusively with a Chatbot, without passing to a human operator.<\/p>\n

Faster times and lower costs<\/h3>\n

All the three previous advantages translate into the possibility of offering a service that is even faster, thus meeting one of the major consumer needs.<\/p>\n

The implementation of Chatbot also allows significant savings for the company<\/strong>, allowing staff to do their work in less time, eliminating the management of monotonous and repetitive responses and thus increasing the efficiency in handling high-level problems.<\/p>\n

According to a recent study, thanks to Chatbots, a company could reduce Customer Service costs by up to 30%.<\/p><\/blockquote>\n

Implementing this kind of solution\u00a0not only\u00a0allows us to offer a better service<\/strong> to our customers but also to our employees<\/strong>.\u00a0In fact, Conversational Interface Solutions can\u00a0also\u00a0be used\u00a0to offer support services, such as the Help Desk, to workers, allowing them to quickly find solutions to common problems.<\/p>\n

Chatbots can also be used to support the operators themselve<\/strong>s: observing the conversation, whether written or oral, a Chatbot can offer ready answers to the operator, further reducing the time needed to help and giving precise answers.<\/p>\n

 <\/p>\n

Sources: ChatbotMagazine<\/a>, Medium<\/a>, 123RF<\/em><\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

When it comes to technical assistance and Customer Care in […]<\/p>\n","protected":false},"author":4,"featured_media":4978,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[341],"tags":[3451,3522,3528],"class_list":["post-6845","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-chatbot-ai-en","tag-assistenti-vocali-en","tag-servizio-clienti-en","tag-technical-assistance"],"yoast_head":"\nChatbot for Customer Care and Technical Assistance<\/title>\n<meta name=\"description\" content=\"Analysis of the benefits deriving from the adoption of Chatbot for Customer Care and Technical Assistance: the waiting times are reduced, calls are correctly sorted with greater precision and lower costs.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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