IT Support Chatbot – The Big Opportunity for IT Companies with IT Support Chatbots
Online chat bots have already been accepted as effective customer support agents, not only by the businesses that deploy them, but also by the consumers that interact with them. With this stamp of approval comes an opportunity for businesses across the board, to minimize costs and maximize efficiency by building chat bots to assist their customers with common queries and complaints. This opportunity spells particularly good news for IT companies, who can use IT support bots to simplify and streamline the tedious process of providing technical support to their customers.
The following factors govern the potential of IT support chatbots:
Phone support is becoming obsolete.
Present-day consumers of IT products and services are largely made up of millennials, or people who have spent ample time with the internet. Mobile, online, and tech-savvy, these consumers prefer the immediacy and availability of online support desks, to the conventional model of a phone helpline with customer support reps on the other side. IT companies that create a chatbot for customer support are able to tap into this preference and provide their consumers with just what they need.
Customer service is judged based on its consistency.
Consistency is an important parameter by which modern consumers rate the services they use. Adopting the conventional model of customer support can certainly lead to some exceptional interactions, wherein the customer is impressed with the support agent’s expertise, professionalism, and efficiency. However, expecting every successive support ticket to garner the same level of satisfaction would be unrealistic. This is because there are multiple variables at work, ranging from the speaking style of every customer and IT support agent, to the time of the day or night, the quality of the phone line, and so on.
Assigning repetitive tech support tasks to IT support chatbots, however, increases an IT company’s chances of delivering consistent customer experiences. Online chatbots do not have the ‘human’ limitations of fatigue and fluctuations in productivity. They can also repeat the same process endlessly, regardless of ups and downs in website traffic, the time of the day, or the customer’s phrasing and choice of words. This ensures that as long as the IT support chatbot’s script is thorough enough to include all the actions required to process common issues and complaints, it can gradually help the IT company build its credibility and reliability.
IT support chatbots can understand and exceed customer expectations.
Building chatbots for customer support gives any type of business a ring-side view of their customers’ issues, preferences, and habits. This kind of feedback is invaluable in its potential to help businesses understand and keep up with their customers’ changing expectations and requirements. IT companies that create a chatbot for technical support can similarly understand the needs of their consumers, fill any information gaps on their websites, and even begin to predict where their upcoming products and services will require improvement.
IT support chatbots encourage independent problem solving.
Consumers often tend to rely too much on technical support to solve their problems. In several cases, the issues that they face can be resolved with a little application on their part. However, once they make a call and connect with a support agent, the only option available with the latter is to give the customer the solution.
IT support chatbots can address many of these simple and repetitive issues, not only by pointing customers to the solution, but by actually training and encouraging them to arrive at it themselves. With proper chatbot development, IT support chatbot scripts can be supplemented with resources such as product tutorials, troubleshooting guides, and step-by-step instructions for addressing a variety of technical issues. Using these, the online chatbots can guide customers to the solution and thus encourage independent problem solving.
Get more insights about IT support chatbot development, as well as the benefits of building chatbots for other industries, by following our blog or getting in touch with our team.