Unfortunately, as hard as you might try or as much as you might wish you could, you simply can’t be there for your customers 24 hours a day, seven days a week. So what’s a business owner to do? 

Chatbots might be the answer for improving customer experience.

Chatbots, really?

Now, we know what you might be thinking — chatbots are obnoxious and disingenuous, right? If you spend a lot of time on social media, you might associate bots with fake accounts that are programmed to spam people with content, leave aggressive comments, or create problems in other ways. There’s no way that these digital personalities driven by artificial intelligence can actually be helpful, can they?

The ChatBot’s Purpose

But actually, they can be. In fact, that was the intended purpose of a bot—they were meant to engage with real users in an online setting and carry out basic tasks that another real user is too busy to handle themselves.

For many millennials, their first interaction with a bot was very likely SmarterChild in the late ‘90s. SmarterChild was a bot account on AOL Instant Messenger that provided homework assistance for kids who could ask it questions. SmarterChild was programmed to search the internet for resources that answered these questions and provide a link in the chat. If you asked SmarterChild, “What do you know about the Great Depression?” it would provide links to reliable sources you could use for your homework.

As you can probably see, this sort of technological advancement offers a lot of potential for improving your customer service. If you have artificial intelligence holding real-life conversations with people in real time, then you don’t have to worry about doing that yourself (or hiring someone to do it). This means you have customer assistance available around the clock, even if a customer has a problem or question outside regular business hours. It’s like you have an overnight answering service online to answer questions at 1:00AM.

Chatbots and Customer Service

What are some uses a chatbot can serve for a better customer experience?

  • Book an appointment: There’s no more need for a user to call the office and speak to somebody over the phone just to pick a date/time slot for them to come to your office.
  • Accept payment for an invoice: You’re never going to say no to receiving money that’s owed to you, right? A chatbot can let