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

What Is A Chatbot And Why It's Important For Customer Experience
hello and welcome to another episode of Blake's cake where I unpack

customer

experience

in three minutes or less today I want to talk to you about

what

is a

chatbot

and why is it

important

for

customer

experience

today when you contact a company because you've got a problem generally it's the contact center it can be very slow so why is it so slow when you need something fixed well that agent that is helping you is generally looking through a bunch of different CRM and context
what is a chatbot and why it s important for customer experience
center technology it's got a lot of limits on the information they can access so enter the chat bot the chat bot is essentially a bot that can have a conversation with a person and there's a few different contexts for a chat bot is useful one is

customer

service another is providing references or ideas for a shopper and also marketing or engagement let me give you an example I have an issue with a product the chat bot can engage with me find out a few questions from me about

what

's
wrong and then through an educated guess so it's actually quite accurate tell me how to fix that problem another example comes from Nordstrom Nordstrom last holiday season use the chat bot to provide

customer

s with basically ideas for gifts and the idea came from certain things that the

customer

would tell the norstrom chat bot like well I'd like to buy a gift for my husband we have a Caribbean vacation plan so perhaps the chat box and said hey I've got these wonderful new swim
what is a chatbot and why it s important for customer experience
trunks in all different colors and another fun example comes from covergirl covergirl engaged in influencer her name is Kalani and she's for Gen Z girls and and that's not really my generation so I apologize if I'm not pronouncing her name right but she's a dancer model actress and then created a chat bot to reflect Kalani's personality and the chat bot had such powerful results and most people who engage with the

chatbot

really enjoyed it and after most

customer

s actually
clicked on a coupon I think 51% of

customer

s that had engaged clicked on a coupon provided by Kalani after the conversation so here I've given you some examples of

chatbot

s

customer

service engagement and even shopping so the beauty of the chat bot is its ability to sift through large amounts of information and provide relevant results and it's actually more efficient than a human because as I mentioned at the beginning humans and contact centers are dealing with lots of different
what is a chatbot and why it s important for customer experience
technologies that aren't 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 might actually be using Google on the other end to try and find the answer for you so they're basically using the same software in the contact center as the

customer

is using and most companies have terrible knowledge bases so the chatbox exciting because in the future it will replace the search window the
knowledge base and some even say it will replace many apps because chat bots are generally used on messenger apps such as kik

what

sapp or Facebook Messenger together those have more than a billion users so chat pots are easy to set up and those apps are already on your

customer

s phones so I've given you a lot to think about today for

chatbot

s that's all for this episode of blake's take I would be delighted if you would subscribe to my channel and that's all for today thank you