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Should my company hire a chatbot?

When deciding whether your company should hire a chatbot, you need to think about the business cases for it. Hiring a chatbot makes sense when you have a strong business case for improving your customer service and making it available 24/7 to your customers.

For example, if your business is global, with customers all over the world, it is beneficial to have a chatbot on your website or your portal to give advice to your customers in any timezone. In case you represent a smaller company, you might want to hire a chatbot to help manage your customer service and automate processes. But if you do not have a clear business case that brings you value, it might not be beneficial to use.

Chatbots and the technology behind them can improve and make your company’s customer service more efficient and reachable, as bots are trained machines who can respond to customer inquiries. With them, you can automate the repetitive work your customer service has to do, and this way your valued employees can focus on the more demanding and complex inquiries, or even on more deeper problem-solving.

With a chatbot, you can create more revenue by having it taking in customer service inquiries, but also taking in orders for your company’s products. A chatbot can take a customer through the process of ordering new service, or guiding their way to renew their subscriptions.

“Team Chatbot” – who’s in it?

There should be a fair amount of resources to manage your chatbot. This is because even after the go-live moment, you need to have a team that continuously develops the chatbot and makes sure it performs as designed.

Chatbot or Not?

So, to recap: why should your company hire a chatbot anyway? Because you should want to improve your customer service and provide your customers with real-time information any time of the day.

You probably also want to make more money by freeing up working hours to rather develop services than to make your customer service agents respond to the same questions over and over.

Makes sense, don’t you think?

This article is the first part of Sofigate’s “Chatbots in Business: Guide to Success” blog series.
Latter parts: