Chatbot, advantages, and disadvantages: Is this tool the one I need for my company?

First, all of us need to understand what Chatbot means. A Chatbot is a tool that answers questions, comments, and conversations with your customers immediately. How does it work? The answers are previously configured within the tool, therefore, you can provide support to users 24 hours a day, either through your e-commerce platform or instant messaging such as WhatsApp, Facebook, among others.

“The product marketing in digital channels is becoming more and more common and familiar to our customers, as a result, the demand for customer service is greater, requires immediacy and of course, useful solutions for our users.”

When you have a Chatbot installed in your company, you will be able to answer basic and frequent questions that most users usually ask when they buy a product or service, for example: What cities do you ship to or in which cities do you provide your services? How long will it take for my product to arrive, or how long will you provide the service? What are the payment methods? What is the process for changes? Etc… The answers to these questions are usually the same, therefore, a Chatbot is a great option to answer them immediately.

One of the great advantages for your company, when you have a Chatbot, is that you avoid payments to call centers and hiring labor that can be expensive and can also generate different experiences for the customer, because often, the service provided by an advisor, depends on the practice, knowledge, and attitude to answer calls or, in this case, to the chats.

Another great advantage offered by a Chatbot is that it collects customer data quickly and is friendly, because, to answer customer questions, the bot needs to collect information from the person, for example; names, surnames, documents, city, etc… This allows you to update and nurture your CRM and, thus, get to know your customers better.

However, there are some things you should know before having a Chatbot on your platform. While it is a tool that you can program to answer certain types of questions, it does not replace human interaction, this means that, in some cases, you will need to have a team to write the answers to the customer, either through an email, a call, or in a chat.

Additionally, when you decide to have a Chatbot, you must be aware that not everything will be solved through the bot, and you must be prepared to do it manually and thus, avoid that your reputation as a brand is affected.

Additionally, when you decide to have a Chatbot, you must be aware that not everything will be solved through the bot, and you must be prepared to do it manually and thus, avoid that your reputation as a brand is affected.

Finally, keep in mind the product or service you offer, because there will be some that, being sensitive, cannot be solved through a bot, for example, technological advice, medical consultations, warranties, among others…

Now that you know a little more about Chatbots, tell us what you think, are you willing to boost your customer service by installing this tool? Remember that if you are not an expert on the subject, you should seek guidance and make the decision with arguments. If you are interested in learning more about this tool, Doctus can help you and solve all the questions you may have about this topic.

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