Pros of Chatbot:
Responsive customer service: Chatbot could be programmed to respond to your customers even if your customer service is busy attending to other customers.
Multi-purpose and never slack: Chatbot is available 24/7 and can respond to as many customer inquiries as possible. It can include responding to product features, services, orders, etc.
Multi-language: Chatbot could be programmed to respond to multiple languages. For a company that aims for an international market, it could benefit from having a chatbot that speaks multiple languages.
Cost-effective: Considering the above points, a chatbot that speaks multiple languages, has fast response times, and can serve and scale customer inquiries at any time would cost less in the labor market.
Cons of Chatbot:
Lack of empathy and human touch: Chatbot interactions with customers lack empathy. In certain cases, it requires human communication to provide the right advice.
Limited response: Chatbots are sensitive to spelling and might not efficiently respond to customers if there are a lot of spelling mistakes. Additionally, chatbots can handle only limited answers.
Enhancing chatbot is expensive: Simple business inquiries can be easily handled by chatbots, but more complex ones would require more cost to program all the queries.
Frustration: A chatbot that is sensitive to spelling and can only respond to specific queries might confuse the customer and frustrate them by running in circles.
Conclusion:
The live chat experience from a real person would be priceless. But looking at the pros and cons, chatbots are on the rise and it would require some time to reap the benefits from them. Combining chatbots to filter out simple queries and assigning real people to attend to unsorted queries would be the best solution currently. Nevertheless, these processes are in place to help businesses save time and energy.
