In fact, according to a report by IBM , the use of chatbots in customer service increases customer satisfaction and reduces the amount of work for sales agents, resulting in a 30% savings in the budget allocated to customer service.
How can we know if a lead is qualified? On the one hand, we can opt for lead tracking and lead scoring strategies with Artificial Intelligence, but an alternative is to implement chatbots with IVR to filter users and, once it is clear that they are interested in buying and just need a little push, route them to the agent.
That said, here are 3 key benefits of using chatbots in a B2C company:
1. Filter to qualify leads
As we mentioned, chatbots are a key part of the lead generation process. By implementing chatbots as the first step in contact between the lead and the company, we can interact malaysian whatsapp number with visitors instantly and answer their questions and queries in real time, but without the need for a person to do it. These chatbots, if we also equip them with Artificial Intelligence, are capable of identifying and classifying leads according to their propensity to buy based on their interests and needs. In this way, the lead qualification process is streamlined and it is ensured that sales agents focus on those prospects with the highest probability of conversion.
2. Saving time and resources
One of the biggest benefits of chatbots is saving time and resources . Chatbots can handle a high volume of customer queries and requests, freeing up sales agents from repetitive tasks or talking to users who are in the early stages of the customer journey. By automating responses to frequently asked questions, chatbots allow agents to focus on more complex and strategic interactions, improving service quality and increasing customer satisfaction.
Likewise, through these questions, the chatbot is able to detect whether the user is already a customer and needs to contact after-sales service, if they only want basic information, or if they have already decided to buy. In this way, sales agents can dedicate themselves to personally serving only the most qualified leads.
3. Connection to a contact management platform
As a final step, if the chatbot detects that the user wants to speak to a sales agent because they are almost ready to buy, it is very important not to lose traceability of the conversation between the bot and the lead.
If we have a lead tracking strategy, all the information that the bot has collected is transferred to the agent, avoiding the user having to repeat everything that has been said so far and allowing the conversation to be more direct. All of this translates into an improved customer experience and time savings for the agent.
How to combine a chatbot with a contact management platform?
In order to not lose traceability, the key is to have an omnichannel CTI that is also specific to sales. What does this mean? In most Contact Centers, agents use several tools and platforms: one for the database, another to view user information, another to receive calls, another to answer chats or messages...
If we implement a single CTI tool that allows us to manage all channels from it, as well as being able to easily connect with chatbots and collect information from conversations, the work of agents becomes easier.
For this reason, at Walmeric we recommend implementing chatbots on the website and even on social networks, in order to save time and resources for the Contact Center, and also connect these bots with an omnichannel CTI tool, so that the agent can continue the conversation without losing anything.