What Is A Chatbot And Why It's Important For Customer Experience

Hello and welcome to another episode of Blake's Take where today I break down the

customer

experience

in 3 minutes or less. I want to talk to you about

what

the chat bot is and why it is

important

to the

customer

experience

today when you contact a company because you have a problem, it's the contact center, it can be very slow, so why is it So slow when you need something fixed right? That agent that's helping you is usually going through a bunch of different CRMs and contact center technology, they have a lot of limits on the information they can access, so get into the

chatbot

.

Chatbot is essentially a bot that can have a conversation with a person and there are a few different contexts in which a

chatbot

is useful, one is customer service, another provides referrals or ideas for a buyer and also marketing or engagement, let me give you An example. I have a problem with a product, the chatbot can interact with me, I ask it a few questions about

what

's wrong and then, through a knowledgeable guest who is actually quite accurate, it tells me how to fix that problem. another example comes from Nordstrom Nordstrom used a chatbot last season to basically give customers gift ideas and the idea came from certain things that the customer was saying to the norstrom chatbot like well I would like to buy a gift for my husband. a vacation plan in the Caribbean, so maybe the chatbot came back and said: Hello, I have these wonderful new swimsuits in all different colors.

And another fun example comes from Covergirl. Covergirl hired an influencer. I think her name is Kanani and it's for Gen Z girls. and that's not really my generation so I apologize if I don't pronounce her name right but she's an actress model dancer and they created a chatbot to reflect her personality. Kanani and the chatbot had such powerful results and the most people who interacted with the chatbot. I really enjoyed it and after most of the customers clicked on a coupon, I think 51% of the customers who participated clicked on a coupon provided by colani after the conversation, so here I have given you some examples of interaction with Chat Bots customer service and even purchases.

The beauty of the chatbot is its ability to sift through large amounts of information and provide relevant results and it is actually more efficient than a human because, as I mentioned at the beginning, humans and contact centers are dealing with many different technologies that do not. They are fast. and they're sifting through tons of information and here's a secret: you don't know a contact center agent when they're trying to help you, they might actually be using Google on the other end to try to find the answer for you, so they basically , we use the same software in the contact center that the customer uses and most companies have terrible knowledge bases, so the chat bot is interesting because in the future it will replace the search window, the knowledge base and some They even say that it will replace many applications.

Because chatbots are usually used in messaging apps like Kick WhatsApp or Facebook Messenger together, they have more than a billion users, so chatbots are easy to set up and those apps are already on your customers' phones, so I've given you a lot to think about. About today for Chat Bots that's all for this episode of Blake's take. I would love for you to subscribe to my channel and that's all for today, thank you.