As technology evolves, so do customers’ needs and expectations. Customers have gotten used to accessing customer service help 24/7. If they can’t get help immediately from one source, they will seek it elsewhere. In fact, research shows that if a customer does not get a response within 5 minutes, the odds of converting them into a lead is decreased by over 400%. This is important to remember for agents – it’s easy to lose customers if you aren’t available to them. It might seem impossible for you to provide round the clock service to each of your customers, but there is a way you can do it with the use of chatbots.
What Is A Chatbot?
A chatbot is a software application that simulates conversation in an online chat. They can take the form of popups on a website, or be integrated into messaging applications so it feels like customers are chatting back and forth with a human. Some chatbots are so sophisticated that people aren’t even aware that they’re talking to a computer program!
Advantages Of Chatbots
Technology has really changed the way we interact with each other, and the way that we do business. Not all customers nowadays will expect (or want) face-to-face meetings or phone calls, and more than 50% of consumers are more likely to purchase something online if they can use some sort of messaging to contact a business directly. Customers have also become used to immediate replies to their inquiries. Chatbots are a way for you to provide this level of service. For example, since you are probably already using Facebook to get your name out there, you can use a chatbot that is integrated into Facebook Messenger. Customers can ask you questions via Messenger, and your chatbot will answer them instantaneously, even when you cannot be by your computer or on your phone.
Chatbots engagement can be highly personalized, and can even help you underwrite a prospect. Using them can make the process faster and easier. Chatbots allow you to:
- Engage every customer on your site, increasing conversion rates
- Collect customer feedback
- Collect data to submit claims for policyholders
- Quickly compare quotes for customers from multiple carries
- Create a competitive advantage for yourself
- Provide 24/7 service with a chatbot that answers frequently asked questions.
- Offer a convenient way for customers to instantly contact you
- Answer general questions
- Book appointments
- Help process claims and follow up on existing ones
- Accept payments from customers
We live in an increasingly technology-centered world, where everyone relies on quick answers through chats and text messages. Customers expect immediate help and often prefer to use digital messaging to contact businesses. Chatbots are a great way to provide immediate, 24/7 customer service, as well as a convenient way to get notified that a customer is ready to buy a plan. They can give customers the speedy service they are looking for, while giving you a growing customer base.