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Increase customer satisfaction through chatbots

Chatbots setzen sich immer stärker durch: Sowohl auf Websites, in Messaging-Apps, auf Social Media, in mobilen Apps als auch am Telefon. Und das hat einen Grund. Zum einen sind die Bots stetig besser geworden. Zum anderen ist die Akzeptanz bei Nutzern immer weiter gestiegen. Der Großteil der Millennials nutzt Chatbots bereits heute sehr gerne und ist diesem Thema gegenüber sehr aufgeschlossen.

Gartner schätzt sogar, dass bis 2022 siebzig Prozent der Angestellten mit Konversationsplattformen wie Chatbots täglich interagieren werden. Dieses erwartete Wachstum steht im Einklang mit der Zunahme der Millennials am Arbeitsplatz. Chatbots harmonieren bereits jetzt mit den Erwartungen, die an den online Service gestellt werden:

  • Sofortige Antworten
  • Bequemlichkeit
  • Schnelle Verbindung
  • Leichte Abwicklung
  • Aktualisierung von Kunden-Daten

Bereits heute bieten Chatbots eine Vielzahl an Vorteilen über absolut alle Branchen hinweg.

Sie sind der verlängerte Arm für Firmen jeglicher Größe, der 24/7 mit Informationen rund um Uhr nicht nur Bestandskunden sondern auch Interessierten & Besuchern zur Seite stehen. Außerhalb den Geschäftszeiten Hilfe zu erhalten kann ein großer Pluspunkt für in der Kundenkommunikation sein. Nicht nur im After-Sales, sondern bereits bei der Entscheidung des Anbieters. Denn nicht jeder Kunde möchte seine Probleme innerhalb der Geschäftszeiten lösen – oder so lange warten bis der Kundensupport wieder verfügbar ist. In order to automate repetitive requests or standardised processes at least partially, a chatbot is a good choice to not only provide customers with the service they deserve, but also to save on operating costs.

For this, of course, the chatbot should be seen as part of the communication strategy and implemented as such. When setting up bots that users also enjoy using, basic manners such as tone of voice, personality or emotions make the difference to antiquated systems that may be less fun to use.

In the following, we will take a look at the advantages for clients that result from an optimal implementation – and what to look for in the implementation in general.

Chatbots in sales: faster information for users

For example, if the chatbot has been implemented on your homepage, users tend to save a lot of time. Because they don’t necessarily have to read every word on the company’s subpages or watch all the videos to find a solution. Even the simplest systems can quickly create a sense of well-being and provide a beautiful user experience.

A chatbot can also, for example, search out or even calculate different offers based on the data provided by customers. A transfer to the sales team, which then takes care of contractual formalities, is already a pleasant step for all involved.

Somewhat more rudimentary, although equally helpful, can be predefined FAQs & their answers to these frequently asked questions. Based on their answers, the bot can offer a suitable solution at the right time. Of course, it should be noted that answers should tend to sound more natural – and not forced. Especially in the area of problem solving, a bot that can react to keywords is suitable.

Chatbots for a better Usability

Talking to many companies, we have seen that their customers often assume that the company knows the individual needs of each person. Or at least knows about their expectations. Not only as a holistic position, but specifically. With a manageable number of clients, it is still easy to maintain an overview. However, some companies find it difficult to maintain this overview as soon as scaling is underway.

With the right concept, geared to specific use cases & customer groups, (potential) customers can always get exactly what they want. And always in a friendly, helpful wording that suits the company.

In a recent study , users were asked what positive experiences they had while using chatbots. The results hardly surprise us:

  • The chatbot responded quickly
  • The chatbot was able to assist successfully
  • The chatbot was friendly
  • The chatbot was able to help me outside opening hours
  • The chatbot understood very well
  • It was fun to use this technology
  • The chatbot was used to direct to an employee of the company who can better help in the case

Increase customer satisfaction through chatbots

The last point above in particular can be a big plus for many people seeking help. Although more and more people (want to) interact with chatbots, there are still people who want to talk to a human right away and use chat to do so. Because here, too, time can be saved by getting the contact details of the right department. This, too, can be implemented quite easily with an appropriate set-up.

This way, not only can the perfect contact person be called in depending on the request, but he or she can also join the chat or be reached via another medium. If contact is sought outside opening hours via the chat, the bot can make an appointment for a call on the next working day and inform the service employee concerned of what has been said. For a clean start & fastest possible help.

In addition, the chatbot can be targeted quite precisely to the different stages in the funnel. Thus, bots can not only serve as a marketing & sales tool, but can also be used to personalise the customer journey more. Be it to offer additional information, to provide a discount code at the right time and in the right place, to show video content, to answer questions or to establish personal contact. Having the possibility to be advised and supported in the purchase decision at any time of the day or night is just one of the benefits.

Another advantage comes to existing customers. Depending on the type of company, they have different wishes, needs and, of course, goals. From managing their own account to providing more information, changing personal data, fixing an appointment to managing returns, completely eliminating any queues and always obliging help with repetitive tasks.

Connection of chatbots & internal processes

There are many chatbots whose only goal is to chat itself. By using conversational marketing platforms that can be fully integrated into the enterprise, business processes can be immensely accelerated.

Together with an automated workflow, which not only speeds up internal business processes, but also helps customers to cope with the seemingly ever-growing range of products and selection options across all sectors, customers can also be better guided to make their own decisions more quickly.

All these changes do not only affect the customer in the B2C sector, but also in B2B. Gartner Gartner analysed over a thousand B2B customers with the intention of finding out what drives the monetary expansion of customer relationships with an existing supplier. It found that the strongest driver is customers’ confidence in themselves and their ability to make good buying decisions. Following this intrinsic driver for increasing the likelihood that customers will willingly make major investments, it is only natural to provide the right information at the right time. At a pace and in a way that makes it as easy as possible for customers to make the best decision for their needs.

Of course, this presupposes that a certain technical basis has been created that also paves such a way. Accordingly, it is necessary to identify whether there are any patterns, what information is important and how best to assist.

Speed for higher customer satisfaction

Let’s be honest: Nobody likes to wait. Neither on the phone nor in the chat. Especially when a problem has arisen and needs to be solved as soon as possible. That’s why it’s incredibly important for chats to respond as quickly as possible. Bots in particular can drastically reduce the waiting time. Depending on the chatbot type, they learn to deal better with (potential) customers through conversations.

We can assume that users will continue to try to communicate with companies via any channel. Of course, the response time is expected to be as short as possible. This is often easiest to achieve with chatbots. Sufficient choice in response and repetitive patterns in enquiries can benefit all parties in the long run. Especially as mobile devices have become increasingly popular, the possibility of a chat, messaging or conversation function via these devices is literally obvious.

In the near future, there is a strong possibility that voice will become mainstream. However, there is still a lot of development work to be done in order to ensure an equally pleasant flow for customers as with chatbots.

Recently, many companies have been forced to consider ways to make the customer experience smoother on other touchpoints.

In relation to recent events concerning changes in consumer habits, McKinsey has determined through COVID-19 that shopping habits will continue to change strongly and that people are currently actively thinking about this. Accordingly, the strong trend could be measured that a not insignificant part of the people intend to shop less in stationary trade in the future because they have become accustomed to online orders. There was also a desire to use cross-channel offers more often (e.g. buy online & return in the shop).

In the latter example, the use of chatbots is also possible. For example, returns can be made almost contactless. This not only pleases customers but also employees, who can use the time gained to take care of more customers or other everyday business processes.

Current examples like these show that customers have become very demanding and have high expectations. In this case, a company-specific chatbot concept is necessary for a digital solution of another touchpoint that customers can use easily and with pleasure.


Whether AI bot or rudimentary(r) solution, chatbots are an extension of the 24/7 service we attributed to websites decades ago.

The technology has evolved a lot. Now there is the possibility to interact with automated systems that either provide information or even perform actions.

Often chatbots are attributed with unpleasant tasks – which are reliably carried out in a friendly, polite and helpful manner. When customers face a problem, they want a solution as quickly as possible – or at least assured help. Problems do not always occur during regular opening hours. Especially in the area of self-service, companies can already benefit from simpler systems that customers can use. With a few clicks or a direct input of the problem, the right help videos, FAQs or step-by-step instructions can be shown. Appointments can be fixed for the next business day with the appropriate staff or upgrades to other tariffs can be made.

Chatbots can respond immediately. And capture customers at the time they are most interested. Bots save much more time & money than other marketing channels because they can comprehensively serve people 24/7 with very little resources. They can accurately segment groups of people and provide tailored targeting based on individual interests and preferences. In addition, it is also nice to speed up the payment process for the benefit of all parties. No matter whether this concerns an update of user data or an upgrade/downgrade that can be carried out immediately. Because this is also already possible with today’s technology.

Why should one have such activities carried out by one’s employees when their time can be used much better on other sites. Especially since more and more people are chatting and are very open to the use of chatbots – these systems should be well implemented.

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