Customer Support


Customer Support
April 7, 2022
10 mın to read
by Zainab Shirazi

Have you visited a website and a Chatbot welcomed you or guided you through your website visit? Doesn’t it seem like a pleasant and interactive experience? You must have thought of getting one for your own business but weren’t sure what it is, how to get it and how it will help. Worry no more! After reading this article, you will be well-informed about all you need to know about Chatbots.

Chatbot – An Introduction

Chatbots are another digital tool and program, designed to assist you in your customer relationship management. It is deployed accompanying the conventional customer support services, to deal with customers on various platforms through text or call. Chatbots started quite simple and primitive, but Artificial Intelligence (AI) incorporation has made them as effective as human assistance, if not more.

Types of Chatbots:

You may get chatbots as per your business requirements. If your customers ask repetitive questions, then a Scripted or Quick-Reply Chatbot might be all you need. Through this, you may give the customer an option to choose from some given inquiries. And the chatbot has scripted answers to each.

But, if you want your customer to have the freedom of asking their own questions, you may opt for Keyword Recognition-Based Chatbots, which send the answer based on the detection of particular keywords. It isn’t very reliable, the chatbot might miss the context.

However, with AI-Powered Chatbots, efficiency has transcended beyond imagination. Its programming makes it aware of the context and the mood. It actively learns from the conversation, and hence makes reliable deductions and adjustments. Today, with advanced chatbots, the customer might not detect that they are not being dealt with by human customer services representatives.

Advantages of Chatbots:

They are not only appealing, but offer more than your classical customer services provision system. Let us consider the advantages from the aspect of your customers, agents, and your business.

Customer-Centric Advantages:
  • Expedited and Round-the-Clock Customer Services With chatbots, your customers will be saved from the inconvenience of waiting. The instantaneous replies, solutions, and directions to the concerned department 24/7 will ensure customer satisfaction.
  • Welcoming and Objective – Your service providers are very human and so possess all the limitations of the same. The greatest hindrance is their fluctuating emotions and moods. They might not be able to provide the customers with the objective services they demand, but chatbots can. Moreover, customers’ behavior does not rattle or offend the chatbots.
  • Multi-Lingual – Have a single chatbot converse in multiple languages and tend to your international customers. With Natural Language Processing (NLP), they successfully understand the intent and avoid misunderstanding.

Agent-Oriented Advantages:

  • Customer Routing – It automatically segments, identifies, and directs the queries and customers to concerned departments and agents. It avoids long waiting periods or confusion.
  • Seamless Takeover by Agents –Whenever the chatbot feels limited, it smoothly hands over the customer to a human service provider. For this transition, the chatbot also provides complete conversation and customer history for the agent to swiftly take over. It further facilitates the agents by extracting any information required.
  • Automation – Chatbot automates redundant tasks reducing the agents’ unnecessary workload. It may be information gathering and storing case classification, recommending next steps, and much more,

Business-Oriented Advantages:

  • Lead Generation –In light of its interactions, customer response, behavior, and activity, a chatbot is capable of acquiring a potential lead. It also generates a lead score and predicts the course of action.
  • Customer Conversion – With its unmatched services, lead recognition, next-step prediction, and product promotion, it is effective in making your website visitors your customers.
  • Cost-effectiveness – Though serving as an extension of human services, it has substituted it to a great extent too. It is taking over the human role quite efficiently, saving you from the hassle of recruiting, managing, and paying employees. A chatbot can easily handle thousands of customers simultaneously.

A chatbot is not just a perk added to your website but rather more of a necessity. Contact Databeys to get you a chatbot with a personality that matches the persona of your business and enjoy all the digital world has to offer.

5 Advantages of Working with a DatabeysCRM Consultant
Select the Correct Platform: Each business is unique. Additionally, each CRM is unique. A consultant expert will be knowledgeable about a variety of available products and can assist you in selecting the ideal one for your unique business requirements.
Save money: Without the proper direction, you risk being stuck with a software suite that doesn't meet your company's needs, paying more for things you don't require, or making crucial errors that expose your company to security risks.
Utilize Services More Effectively: Many companies wind up paying for features they never utilize. Or they apply them improperly. As a Databeys consulting partner, we will integrate your existing systems with your platform and make sure you get the most out of the platform.
Encourage Your Team: Employee adoption is essential for the success of any new system. For your team to successfully enroll and use your new platform, your Databeys CRM consultant will have put in place training protocols.
Enhance the Platform: After a CRM is online, a lot of work needs to be done. You can test, install, and optimize your new system with the assistance of databeys consultant.

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