Chatbot and phoning have quickly become two essential elements to consider to improve customer relations in digital. One will focus on new technologies offering a precise response in a few words but limited in terms of action, while the other will focus on slower processing, but faster and more precise complex requests. In this article, discover which element to choose between chatbot and phoning to best improve your customer relations.
The advantages of a chatbot in customer relations
Today, chatbots are one of the key drivers for overseas chinese data transforming the customer experience in online support provided to users. Among the customer relationship tools that have radically changed the user experience offered by customer services, chatbots are clearly winning the race.
A chatbot is an interactive and automated tool that can automatically simulate a human conversation. Their role is important in terms of customer service. Chatbots rely on the company’s knowledge bases to transmit information and maintain conversations. They therefore have several advantages for customer relations, including:
Practical and conversational:
They are able to exchange in a natural way and 6 examples of successful digital marketing campaigns that will inspire you strengthen the bond between customers and the brand. In addition, they bring a positive, memorable and personalized touch through conversation to improve the customer experience.
24/7 availability: The chatbot provides users with immediate assistance regardless of the day or time.
Offers multilingual service: You can program your multilingual chatbots so that you can respond to international customers.
A constantly evolving tool: thanks to artificial intelligence and machine learning, chatbots learn continuously through human-supervised training, based on data processed during each interaction. The bot’s knowledge can then grow over time.
An effective solution: the chatbot optimizes the workload of customer support so that teams can focus on needs requiring human intervention. Customer service costs are then reduced thanks to chatbots.
An impact on sales
some advanced customer service robots will be able to saudi data help customers make a purchase, advise on an offer or make a reservation. These actions significantly increase consumer actions, reassure them and eliminate barriers to purchase.
Improved customer satisfaction: customers are increasingly impatient and more demanding, particularly in terms of responsiveness. Chatbots meet these new expectations by providing instant answers and thus improve customer satisfaction and the customer experience.
The chatbot will then humanize the customer experience by saving
Advisors time by offering a personalized service to customers. Also, the chatbot allows multichannel accessibility: web platform, voice call, application and social networks, etc. This allows the customer to use the channel they want without being forced onto another unwanted channel. This flexibility improves satisfaction from the consumer’s point of view.
Creating chatbot messages that interpret customer desires and guide them through their shopping experience generates leads that might otherwise go unnoticed.
The advantages of telemarketing in customer relations
Telemarketing refers to distance marketing and represents the set of strategic communication tools that are used via the telephone to inform and maintain commercial relationships.
Although this tool has been used by many companies for years, it remains very effective in commercial prospecting and has many advantages:
Immediate time saving: telemarketing facilitates exchanges between your company and your prospects/customers. Now, your sales teams can obtain all the information they need to move forward in the sales process, without having to travel in person. On the other hand, your prospects/customers can also have answers to their questions and thus, move forward more quickly in their purchasing decision process.
Save money: the cost of a trip is more expensive than calling your prospect directly
Telemarketing therefore allows the salesperson to save on travel costs.Humanism and personalization: telemarketing establishes a direct and personalized contact between the telemarketer and his prospect / client. Unlike other communication channels, telemarketing will allow you to target and reach the right target directly. In addition, verbal communication brings you other advantages such as the perception of emotions or the possibility of reacting spontaneously to the needs or requests of prospects.
