5 maneiras que o chatbot estão mudando o ciclo de atendimento ao cliente
A chave para aumentar as vendas e a fidelidade é melhorar a experiência do cliente. Os clientes de hoje estão mais empoderados do que nunca — e eles esperam receber um ótimo atendimento na hora de realizar uma compra. De acordo com um estudo, a Inteligência Artificial (IA) dominará 95% das interações com os clientes até 2025. Isso significa que quase a totalidade dos contatos de um cliente com sua marca serão realizados por robôs, ou chatbot.
Os chatbots são ferramentas de autoajuda que melhoram as comunicações com os clientes. As empresas já estão usando esse mecanismo para melhorar a experiência de seus clientes, gerar mais vendas e construir um relacionamento mais profundo com eles.
Neste artigo, você aprenderá como os chatbots estão mudando o ciclo de atendimento ao cliente em organizações de todos os setores:
1. Disponibilidade 24 horas por dia
A internet trouxe diversas facilidades para nossas vidas, mas também tornou o consumidor mais exigente. Se antes eles aguardavam o horário de atendimento para resolver um problema ou dúvida sobre determinado produto, hoje eles querem que suas demandas sejam solucionadas na hora ou o quanto antes.
O chatbot, diferentemente do atendimento humano, pode funcionar 24 horas por dia, 7 dias por semana. Eles não têm feriado, o que significa que estarão disponíveis para os clientes no momento em que precisarem. Isso melhora o desempenho geral da organização, pois eles o atendimento está no campo de visão dos clientes o tempo todo, prontos para ajudá-los com suas dúvidas e oferecer serviços relevantes para seus requisitos.
2. Respostas automáticas para os clientes
Você já enviou uma mensagem para uma empresa e ela respondeu imediatamente? Ao contrário dos operadores humanos, o chatbot está sempre disponível e pronto para atender às solicitações.
O grau de elaboração dessas respostas automáticas varia de empresa para empresa. Alguns bots simplesmente informam os clientes sobre o horário comercial da empresa e quando eles podem esperar que um operador humano esteja disponível. Assim, muitas vezes, juntamente com uma mensagem de boas-vindas agradável.
Essas respostas simples podem parecer triviais, mas é uma alternativa muito melhor do que os clientes ficarem em completo silêncio ao enviar mensagens para uma empresa pela primeira vez.
Enquanto isso, outros bots são programados para lidar com tarefas mais complexas em nome dos operadores. Eles podem filtrar clientes em potencial, coletar dados relevantes, direcionar clientes para o setor ou operadora certa para atender às suas necessidades, e alguns podem até mesmo agendar compromissos e responder a perguntas gerais sobre os negócios de uma empresa
3. Redução de custos com atendimento
Segundo um estudo da IBM, os chatbots podem ajudá-lo a economizar até 30% em custos com atendimento ao cliente. Esses custos incluem salários de atendentes, treinamento e infraestrutura para que realizem o serviço.
São despesas que não podem ser negligenciadas na hora de montar uma equipe de atendimento. No entanto, com o chatbot, elas podem ser cortadas sem que você comprometa a qualidade do serviço prestado. Com o chatbot, você poderá;
- Escalar o suporte por chat durante as horas de maior movimento para fornecer suporte de qualidade e aumentar a satisfação do cliente;
- Automatizar processos de negócios rotineiros e permitir que a equipe de suporte se concentre em conversas complexas;
- Habilitar novos modelos de atendimento ao cliente que aumentam o valor da marca e a credibilidade.
Além disso, os chatbots possibilitam uma experiência de marca mais simples e contínua para os clientes.
4. Otimização do marketing com chatbot
O chatbot é o novo melhor amigo do marketing. Eles permitem engajar o consumidor no momento certo, para que ele se torne efetivamente um cliente da marca. Os bots fazem isso por meio da:
- Melhor qualificação de leads: os bots qualificam os leads fazendo perguntas relevantes e direcionando-os à equipe de vendas para conversão imediata ou agendando um encontro se a equipe estiver ocupada /indisponível;
- Melhor nutrição de leads: os leads qualificados são nutridos posteriormente com base na jornada do cliente. Por exemplo, no negócio de e-commerce, o chatbot envolve os clientes dando recomendações personalizadas, ofertas combinadas ou cupons de desconto para melhorar as conversões de vendas.
Além disso, eles podem fazer muito mais do que assistir uma venda. Já existem chatbots integrados com meios de pagamento para que um consumidor possa fechar uma compra ali mesmo, conversando com o bot.
5. Mais qualidade no serviço prestado
Os bots não substituirão os agentes humanos completamente, em vez disso, eles permitirão o fornecimento de suporte primário que filtra as solicitações dos clientes antes de serem direcionadas aos agentes de suporte.
Você pode automatizar suas vendas e tarefas de atendimento ao cliente e melhorar a produtividade de sua equipe. Para dúvidas comuns, os clientes podem entrar em contato com frequência para obter o status do pedido, política de devolução e tempo de entrega, enquanto dúvidas mais complexas serão gerenciadas por operadores humanos.
Aqui estão algumas das principais métricas de produtividade da equipe que os chatbots podem melhorar:
- Tempo médio de resolução: os chatbots envolvem os clientes respondendo suas perguntas em tempo real e melhoram drasticamente o tempo de resposta;
- Tempo de primeira resposta: os chatbots respondem instantaneamente às perguntas frequentes gerais na primeira interação;
- Número de solicitações aceitas: os chatbots podem escalar facilmente quando as conversas aumentam, sem deixar nenhum cliente esperando;
- Número de problemas resolvidos: com chatbots, as dúvidas básicas do cliente podem ser respondidas e o número de tíquetes de suporte será reduzido.
Sua empresa não precisa ser do tamanho do Facebook para começar a usar chatbots. No entanto, é recomendável desenvolver o seu sistema com quem realmente entende do assunto.
Para saber mais, entre em contato conosco e converse com um dos nossos consultores!
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