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The key to good customer care is making your customer’s experience with your brand seamless, easy, and great. However, because customers are more informed than ever, they expect more. They want to be able to inquire, complain, and compliment whenever possible, and unfortunately, this means customer services need to be available around the clock.

As a result, enterprises are having to invest more into acquiring the adequate amount of team members and training to get the job done. Luckily, enterprises chatbots are making 24/7 customer care a real, reachable goal. I’ve highlighted here some ways in which enterprise chatbots are changing customer services for the better:

Providing Timely Responses

Consumers want quick answers to their questions. If they don’t get a coherent response, they’re likely to stop using your services. Chatbots can bridge that gap. When other team members are too busy, or past normal business hours, chatbots can jump in to save the day and respond to queries.

If they’re not capable of helping entirely, they can at least answer consumer’s FAQs, or if possible, stall until a team member is available. There’s nothing worse than not receiving an answer to a question, and a simple welcome message from your company chatbot could make all the difference to your customer’s experience.

Engaging Consumers

Enterprise chatbots are the future of customer engagement. These tools are able to trawl through mounds of data to create personalized offers that they can then send to a specific individual. These personalized offers stimulate customers to engage with a brand’s products or services because they’re more relevant — chatbots have incredible ROIs.

Consumers no longer want the usual run-of-the-mill promotions. If they did, marketers would be sticking to traditional outbound marketing techniques. Instead, chatbots are jumping on the inbound marketing bandwagon by learning about their audience through their social media profiles and shopping patterns.

Cutting Costs

While chatbots will always require some form of human assistance, they can save you costs on customer service. They can, at the very least, make your teams more productive. By implementing enterprise chatbots into your customer care services, you’re freeing up time in your team members’ schedules, thus allowing them to focus on other tasks they may not have had time to focus on before.

In most industries, retaining current customers is cheaper than seeking new leads. Enterprise chatbots can help you retain customers by providing them with the ultimate customer care experience, and because they are a self-serving tool, they won’t incur any additional costs.

Another way enterprise chatbots can help cut costs is by working as an internal-facing tool. Your bots can help both your consumers and your team members. They allow them to check facts, set appointments, and complete other essential tasks that will streamline your business processes, thus saving you valuable time and resources.

Handling Repetitive Tasks

Although chatbots cannot presently answer complex questions that require some form of analysis (though deep learning AI will remedy this soon), they can answer the daily monotonous and repetitive questions. Aside from handling repetitive requests, your chatbot may be better at further engaging the customer once the tasks have been marked as complete by using the data gathered to push personalized offers to each customer, on demand.

Taking the Load Off Teams

As I mentioned above, it’s important that your chatbot has a human eye monitoring it in case it’s unable to respond to certain requests. That being said, it doesn’t mean that they can’t take some of the pressure off your team’s shoulders. Chatbots can reduce phone calls to customer care teams and work as partial substitutes for email queries. They can also provide basic information to customers who don’t want to speak to your team members, giving instantaneous responses to customer questions.

Gathering Data

To fully understand your audience, you need to understand their needs. While target market research is key to any business plan, chatbots are able to do it quicker and more accurately. While this data is hard to organize because of its sheer mass, chatbots can gather more data than any human ever will, and at the speed of light. Each conversation is essentially recorded, and from there, your chatbot can pinpoint customer trends and demands, thus improving the customer service experience further.


Enterprise chatbots are proving to be crucial to businesses big and small in a variety of industries. By implementing one today, you will definitely benefit from some, if not all, of the points mentioned above. The key to company success is keeping your customers happy, and with an enterprise chatbot, you’ll not only further satisfy your audience but also help your teams manage their workload while allowing them to be more productive.