Chatbot and phoning for customer relations are today two email data essential elements. One involving new technologies offering a precise response in a few words but limited in terms of actions. The other slower in terms of processing but faster and more precise with regard to complex requests.
Digital has pushed companies to improve their various business processes. Whether it is their demand processing capacity, after-sales services or prospecting, the customer is at the heart of the strategy. No more aggressive advertising because each individual can find out about a brand before buying. And this is what nearly 75% of Internet users do before buying a product online or in store.
However, one question remains: are chatbots more effective than telephone customer relations? Or are they two complementary customer relations tools? Do chatbots and phoning have a common future?
Having a chatbot has many advantages both in terms of the customer relationship itself and in terms of its management. First of all, regarding the customer relationship, there is a real strategy for personalizing the request. The market today relies on pushing information to a specific person. However, some marketing specialists claim that this is a decoy and that nothing has really changed. But do chatbots provide real personalization or a quick response to a request?
A chatbot consists of weak artificial intelligence , developed by humans that follows a question-and-answer path. These questions and answers in the IT environment are scripts. The objective of the chatbot is therefore dual-purpose. It allows you to quickly answer a question from a customer or lead but also to give information about it.