First of all, if this is your first time here, welcome to the Quantum Blog! We regularly write short form blogs with the intention of helping you on your journey in business. We are a tech company so a lot of our content will be based on applying technology to your business in order for it to run a bit smoother. If you find value in these blogs give us some love on our socials (LinkedIn, Facebook, Instagram)
Right, The Cost Savings
If you are just starting out or at the point of growing your business you would know by now that keeping your customers happy is at the top of your list of priorities. According to IBM:
Businesses spend $1.3 trillion on 265 billion customer service calls each year
That's a lot of cash! Thankfully, chatbots are here! WAIT! Before you close the tab and run from our website, just here me out. Like everything else, there is a good and a bad way to do things. At Quantum Chaos we strongly believe that if you try to replace your customer service reps with the machines you are going to lose! The details are for another article. Your business, like many others out there have tons of very important tasks at hand are but don't necessarily need one of your reps spending their time on it. Things like appointments, collecting customer feedback, checking the status of an order or even collecting payments. Yes, these tasks can be done through a chatbot.
According to Aspect, a provider of a call center software, it costs businesses anywhere between USD $35 to $50 per call center interaction and an attractive USD $8-$10 per web chat interaction. With a chatbot however, pushing common tasks further reduces the web chat interaction cost.
Think about it, have you ever had to call the bank and been placed on a queue? Imagine if they had a system where you spoke to their chatbot, have it take your information and get back to you as soon as an agent was available to speak instead of having you waiting on the line!
Again, we are in no way saying to stuff your customers face with chatbots and automated responses. The wrong implementation can definitely negatively impact your customer experience. Not sure what the right approach to this problem is for your business? Feel free to shoot us an email we would be more than happy to have a chat with you.