Robots have officially landed, and though it feels like they are taking over, they are here to help.
But is it the new trend?
AI has changed chatbots, making them smarter and able to work without human help. These new chatbots are becoming more popular, changing the way customer service leaders have always used their support tools.
Chatbots are software that can talk like humans and help grow your customer support. Although chatbots have been around in customer service for a while, the rise of AI is rapidly transforming the chatbot landscape.
Without wasting any more time, let's directly jump onto the benefits:
Not all businesses can afford a round-the-clock support team, but with an AI chatbot, your team can respond anytime - whether it's 4 PM or 4 AM[1][8].
Customers aren't always patient - 90% say getting an immediate response is crucial when they have a question. Chatbots exceed expectations by delivering quick, real-time answers to customer queries[8][9].
Chatbots can't replace your team. In fact, 78% of customer experience leaders believe that chatbots are not like digital agents at all.
What chatbots can do is allow your team to concentrate on the more complex requests that need a human touch. They can handle repetitive tasks, giving your agents more time to make a difference in areas where AI falls short[7][9].
Chatbots help you reach more customers by providing support in different languages. This makes your product more inclusive, as customers can choose their preferred language when they need help[2].
With this personalization, targeting becomes more precise & efficient which is more likely to turn leads into revenue.
There are times when your website experiences a surge in traffic, like during peak hours or festive seasons. The challenge is managing this rush with the same number of staff and support resources.
Using a chatbot means you won't face these issues, as it allows you to handle multiple conversations simultaneously in real time. Chatbots also boost your business productivity without requiring extra resources or costs[5][10].
JioMart, a major eCommerce player in India, had primarily used WhatsApp for customer support. However, it aimed to take a significant step forward by offering the "best shopping experience" on the platform, catering to over 10 million monthly users and driving large-scale conversions.
Notably, the company introduced India's first WhatsApp commerce solution!
Enhancing the user experience throughout their shopping journey and maximizing the utilization of the WhatsApp chatbot were key goals for JioMart.
To accomplish this, the company rolled out a chat-based search feature that enables users to find products by conversing with the WhatsApp AI assistant. This functionality not only presents products based on user inquiries but also customizes recommendations based on the user's pincode.
This solution has enabled JioMart to boost the average customer spend by 20% within just three months, while witnessing a 582% surge in orders and an almost 733% growth in revenue.
