People tend to talk more with machines than with people when answering their most trivial questions.
Customers don’t want to call you anymore; they want to access your knowledge base, FAQ articles and online communities
We all want to appear more intelligent than we are, which is why we find it difficult to admit we don’t know something. This doesn’t happen when we ask a machine. We can ask any question without feeling foolish because we are only talking to a robot.
In contrast, face to face conversations can be more difficult. When we talk to people, the closer the communication is, the harder it is to admit certain things.
That’s why social networks have had much effect, because you can freely and anonymously make comments on forums. But what happens if the forum doesn’t have the information you are looking for?
Generally, the questions that companies receive are the same ones over and over again: 80% of users have the same questions. So why not get a robot that answers 80% of these questions and at the same time engage with all of your visitors?
This means great saving for both companies and customers. They don’t have to wait for someone to answer them on a forum, they don’t have to navigate aimlessly looking for information and they are not afraid to ask something even though it may seem like a silly question.
There are many tools to improve your customer satisfaction. In my 17+ years of founding companies, I’ve never seen anything as effective and time-saving as technology to help my businesses. They’re costly but way more worth than human resources.