3 Reasons Why Chatbots Should be Your Customer's First Point of Contact

If, like most of us, you spend a lot of time on the internet, you must have noticed how many websites now use chatbots.  

Whether they are trying to help you, trying to solve tickets and answer queries, or even helping businesses streamline operations and enhance lead generation, chatbots have no limits.   

And we're not mad about it.   

Probably because we just launched CloudRadial Chat, an amazing omnichannel, AI-fueled, PSA-integrated chat that makes client management easier and techs more productive.   

We’ll cover more on that later... 

Over the past few years, AI-powered chats have significantly advanced and now offer businesses a lot of value, especially when it comes to delivering top-notch customer service.   

And these advancements are showing no signs of slowing down.   

Gartner predicts that by 2027, chatbots could become the primary channel for customer service in one-fourth of businesses.  

And Oracle reported that 80% of companies have plans to integrate chatbots into their customer support strategies.  

With the advancements in AI technology and the increasing demand for efficient and personalized customer service, it's no surprise that companies now use chatbots as their first point of contact.  

No more wait lines, holding music, or frustrating back-and-forth conversations. Now, companies can provide 24/7/365 support without adding more humans to their teams.  

But as an MSP, what does this mean for you and your customers? And how would you feel if your customers spoke to your chatbot before they spoke to you? 

Perhaps it would be helpful to know the benefits before answering that. 

So, let's take a look at our top three. 

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Chatbots provide 24/7/365 customer service. 

Your customers become frustrated and disengaged when they have to wait for responses.  

However, chatbots enable you to deliver round-the-clock support, making you available and accessible to your customers anywhere, anytime.  

Giving them instant access to support will solve their questions and issues much faster, and they won't have to wait for business hours to get the help they need.  

What's more, CloudRadial Chat integrates seamlessly with your PSA and can instantly pre-triage tickets, meaning your techs will spend less time getting to the root of the problem and will have more time solving the problem.  

Not only does this significantly improve your customers' overall experience, but with 74% of customers making a purchase based solely on their experience with a company, you'll also find that you'll win more business. 

Chatbots provide instant responses.  

Offering 24/7 support is great, but what's even better is delivering real-time responses.  

And chatbots enable you to do just that, which is why so many businesses use them as their customers' first point of contact.  

Chatbots efficiently filter relevant information and deliver immediate answers to common questions. They also provide instant troubleshooting steps, and some, like CloudRadial Chat, provide access to relevant support articles to help clients resolve their own issues.  

And, with 77% of customers saying they value a brand more highly if it offers self-service solutions, chatbots not only enhance your customers' experience but also empower them with the confidence to troubleshoot their own issues.  

Not only does this significantly reduce the strain on your support desk, but it also shows your customers that you value their time and want to solve their issues quickly with minimal interruptions and wait times.  

It's a win-win for everyone! 

Chatbots provide personalized engagement. 

Your customers expect a personalized service. In a recent survey by Zendesk, 76% of their respondents said they expect personalization. 

That's everything from knowing their name to knowing when they last submitted a ticket. 

And chatbots can help you achieve that. 

With the right integrations in place, your customers should be able to see the details of their own IT tickets and be able to view and modify them as they see fit. 

Take CloudRadial Chat as an example.  

CloudRadial Chat seamlessly integrates with your PSA, capturing and storing customer data, ticket history, and chat transcripts. This enables you to deliver a top-notch experience since the chatbot can easily give contextual assistance to their issues based on the input that it has received.  

What's more, CloudRadial Chat supports messaging channels your customers already use, including web chat, SMS, Teams, and Slack. By allowing your customers to communicate via their preferred channels, you can provide a personalized, human-like experience that makes them feel seen, heard, and valued.  

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If you’re an MSP looking to deliver exceptional customer service without increasing overheads, then investing in a chat solution would be a strategic move that would ensure you succeed.  

We’d love to help you get started on your journey and show you how CloudRadial Chat is the only AI-powered assistant you and your customers need.   

 

Ready to see a demo of CloudRadial Chat?