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How can chatbots help create better online experiences? | by Victoire Ferchaud | Jun, 2021

In 2020, a significant shift in focus towards online customer experience occurred due to the pandemic. We witnessed a turning point in online experiences that brought about a whole new set of customer problems. Online customer experience is a critical aspect for every business.

Having a seamless online customer experience is one of the biggest challenges that has been highlighted by the covid-19 pandemic. Businesses have had to face the difficulty to create significant online experiences. Delivering experiences that truly connect with and resonate with customers is fundamental. Yet companies are still striving to engage with their audiences online.

Delivering a great customer experience is something that every company strives for but let’s face it, companies can’t rely on a traditional approach. In 2021, businesses can’t leave customers out of the conversation. Chatbots technology blowing now allows businesses to produce experiences that mesh with their audiences’ expectations.

How companies approach customer service and how customers interact with brands online is a real stake when physical stores are closed. While I don’t think AI will substitute in-store customer experience, I believe it has an important role to play in helping companies have better online experiences with customers. AI is key to stay relevant and competitive especially thanks to chatbots. How can chatbots help create better online experiences?

1. How Conversational AI can Automate Customer Service

2. Automated vs Live Chats: What will the Future of Customer Service Look Like?

3. Chatbots As Medical Assistants In COVID-19 Pandemic

4. Chatbot Vs. Intelligent Virtual Assistant — What’s the difference & Why Care?

Proven successful in automating tasks, chatbots have been around for a while. By combining machine learning, cognitive computing, and natural language processing, AI is suited to both identify the needs and engage customers in conversation. Chatbots help you find data faster, automate customer support, and even automate part of your marketing.

Finding the right information about the return policy or finding the right crop top can be extremely time-consuming. Chatbots can solve this problem perfectly by providing quick and relevant responses that keep users engaged. While online customer experiences can be fun and exciting, they also can be annoying if the information isn’t easy to find or if you simply have no idea what to look for.

According to a recent survey by the agency Prophet, 93% of consumers will consider making a purchase after completing an online experience that suits them well. Indeed, online customer experiences play a crucial role in how customers perceive a brand. As a consequence of the pandemic, online customer experiences are with greater reason at the heart of their business strategies.

Modern chatbots are increasingly used by brands to stand out. They are strengthening the online customer experience by engaging with their customers in a seamless way. As e-commerce is very competitive, businesses must do more than a “Recommended for you” section. Brands need to offer unique and personalized online experiences and make customer service easier. AI has evolved from a service that helps customers make decisions through researching products or services through having a real conversation with a bot that emulates your style and personality.

To conclude, I’ll emphasize the point that chatbots are engaging with customers on a more personal level increasing brand awareness. Capable of handling a huge number of conversations per day, they are used in multiple industries. Indeed, chatbots have matured and enable companies to automate complex tasks and processes.

Now performing specific tasks and personalized conversations, chatbots are not replacing customer service but complimenting it. Engaging and intuitive, they analyze data from your purchase history, information, and behavior patterns so you can have the best online customer experience possible. Chatbots are already making a difference for businesses by driving customer engagement at an unprecedented scale!

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