The Rise of Customer Service Chatbots
Organisations that focus on improving customer experience can increase revenue by 80%
Customer support is the backbone of a great customer experience. Arguably one of the most popular uses for chatbots and voice assistants is the customer support role. The use-cases here can be endless; from a simple FAQ website chatbot to a multi-channel enterprise solution.
Customer support chatbots have become increasingly important to customer service provision. With the increased demands of reaching your customers on multiple channels and companies being forced to operate with reduced staff the demand for high-quality customer support often overwhelms available support.
Using a chatbot to combat the endless demands of effective customer support is a smart move, regardless of your organisation's size. Let's take a look at how chatbots and voice assistants can give your customers remarkable service and support.
265 billion customer support requests are made every year, and it costs businesses $1.3 trillion to service them. Chatbots can reduce these costs significantly.
The widespread use of chatbots and voice assistants across customer support provision continues to increase with millions of enquiries handled by conversational AI technology every year.
Technology advancements and competition in conversational AI mean the chatbot market is booming. Insider Intelligence predicts that consumer retail spend via chatbots worldwide will reach $142 billion by 2024
Insider Intelligence estimates that up to 73% of healthcare admin tasks could be automated by AI, and widespread adoption of chatbots throughout healthcare, banking and retail sectors could save organisations $11 billion annually by 2023.
Customer Support Chatbot Examples
Chatbots have been used successfully in the customer support role for many different organisations.
Supercharge Your Customer Service
Consistent Support Across Multiple Channels
Your customers don’t care what omnichannel support is, but they do want to be able to contact you via the channel that's most convenient for them. Using conversational AI enables quicker, more reliable, and personalized responses across almost any channel.
Jamie (Help For Heroes)
"I’m really pleased with the bot and services we’re getting from The Bot Forge. Since we started working with Adrian, he completely lived up to his promises. The end-to-end process has been very slick.
The team was very straightforward to deal with. It was very much about them looking at how they could deliver in the quickest amount of time, with the least amount of investment required.
The Bot Forge understood our pain as a charity with a small team, and they took away a lot of the mystery and fluff from the process."
Chris (Director, Model Office)
"The Bot Forge provides custom software development services for a RegTech company. The team developed a compliance chatbot for the client's platform to provide guidance to their customers.
Excellent, very happy with the personalised services, accommodation of our specific needs within financial services. Their personable and innovative approach was impressive."
"We came to The Bot Forge to gain an insight into Chatbot technology, its capabilities and its applications. We found them to be knowledgeable and insightful when discussing bots and AI.
We were particularly interested in how chatbots could help us save on customer service costs and provide a new channel for us to connect with new and existing customers.
The information which we obtained from speaking to The Bot Forge will be invaluable in making more informed decisions in the future about using this technology and we hope to work with them again."
Scott (CEO, Skin Check Champions)
"SPOT BOT has generated a few thousand unique users since its launch without any paid advertising or promotion. Every user is completely organic, spread (as designed) through shares and word of mouth, leading to thousands of skin checks booked and tens if not hundreds of skin cancers found.
A great first dip into the Messenger Bot pool which we're really excited to build on with Bot Forge as a vital partner... It's really lovely to work with them. Very clear communicators. Quick and efficient responses. Strong experience - well applied. Adrian was a really great partner, setting us up for success at all turns. Can't recommend him and his team enough."
Katie (Human Race Events)
"The Bot Forge offered a great service to us for the Saddleback Fred Whitton Challenge, which was really helpful for our customers and customer service team alike! They created a Facebook Chatbot based on the FAQs on the event website, which developed over time as more questions came up. Not only did this take some weight off our team and enhance customer experience, but it has also allowed us to better understand what information our riders are seeking, so that we can better answer their questions proactively through the website and social media. Adrian is always available at the drop of a hat, and eager to provide helpful solutions and developments."
"They’re responsive and organized, providing all the necessary information to track project progress.
The team is incredibly easy to work with. They took our idea and made it into reality."
Carolyn (Fred Whitton Challenge)
"I’m impressed with the chatbot it seemed to work well.
I think it is a good source of help and with it learning as it goes along it would answer lots of questions going forward.
If it cannot help it still contacts the organisers where we can answer."
Jack (Clifford Chance)
"The CIPS Professional Services Group (Procurement) approached The Bot Forge regarding consultancy and the creation of a demonstration Chatbot to support a conference presentation regarding industry 4.0 Technology. This was shown in front of ~100 Procurement professionals on December 2018 at Clifford Chance (London).
The Demonstration Chatbot built by Adrian at The BotForge was brilliant and we received really good feedback on the idea and execution. The Bot Forge perfectly met our requirements.
The team at Botforge will do everything they can to ensure your project is a success at the right price to suit budget! Would fully recommend!"