The use of chatbots in the B2B support industry has been on the rise for years. There’s a good reason for this. Because they’re now backed by artificial intelligence, these tools can do much more than provide simple, one-dimensional responses to client inquiries. They’re now capable of transforming the way a business interacts with its client base and can even help with internal communications. This is why so many B2B organizations have started integrating them into their support operations.
If you’ve been considering adding chatbots but can’t decide if it’s the right move, you need to learn about their far-reaching benefits. Remember, there’s a good chance your competition is already using them. Let’s look at how AI-powered chatbots can advance your support department.
Fast, high-quality product support is the backbone of a successful B2B entity. Because your clients rely on your product to operate their own business, they need instant help when something goes wrong. With a chatbot in place, customers can get 24/7 support from any location. Chatbots can even operate on mobile platforms. Furthermore, with AI at the helm, a chatbot is able to provide innovative solutions to product issues. This isn’t like traditional chatbot technology which could only provide stock answers or transfer the client to an agent. Today, your clients will get trustworthy service without having to sit on hold or wait for an agent to get back to them.
Reduce Agent Stress
Let’s face it, a support agent’s job can be extremely hectic, especially in a high-volume department. It’s important you take as much of the workload off your team as you can and reduce menial tasks as much as possible. A chatbot with artificial intelligence is one of the best tools for this. First, they take the pressure off of other support channels such as phone and email. This allows your agents to monitor the support operation instead of handling every single request. They’ll only need to get involved when a problem arises that requires specialized knowledge. Second, chatbots can track client behavior and send agents this information. This means that when a live agent has to get involved, they have every piece of crucial information needed to provide fast solutions.
Personalized Client Interactions
Customers have come to expect unique service from a business’s support department. Personalization is now a key component in a successful operation. In the past, chatbots have been associated with sterile, generic interactions. However, this has all changed with artificial intelligence. Chatbots now have the ability to provide unique solutions depending on the client’s history and the context of the chat session. For example, if a client has had issues with a certain feature of your product, a chatbot will deliver relevant links to additional resources. They can also react to frustration with empathy and dynamic problem-solving skills.
Let Chatbots Transform Your B2B Support Operation
If you haven’t been relying on AI-powered chatbots, it’s time to start. You can’t risk losing clients to competitors who offer this powerful technology.
PhaseWare can help make AI-powered tools part of your process with software for B2B customer support. Contact us today to learn more.