With competition in the ecommerce world so high, customer service is crucial in helping you to stand out from the crowd. For many consumers, customer service is more important than price. In fact, it's estimated that customers service
will become the biggest differentiator between brands.
Poor customer service can severely impact your brand image. In this social media-driven world, negative reviews can appear instantly and be spread across channels. It's bad press most brands can't afford, so you must always be working to ensure that your customers are fully satisfied. The better the overall customer experience is, the more likely a customer is to return to your store. It's estimated that attracting a new customer costs up to five times
as much as retaining an existing one! So it's in your best interest to keep existing customers happy and impress new prospects with a high level of customer service.
A chatbot will make sure your brand can answer the most common questions it receives instantly, 24 hours a day, seven days a week. This is far more cost-effective than having a customer service team on hand around the clock. Chatbots aren't meant to replace human agents, but they can act as a first line of defense for common queries, and answer routine questions when human staff aren't available.
Finally, a chatbot can help with customer service after a purchase has been completed, too. A bot can ask for reviews, send helpful information on setup or instructions, and keep the customer in the loop with updates to make them feel valued and a part of your brand's community.