Businesses are starting to see the benefits of using chatbots for their customer-facing services.

1. CMIT Solutions
Chatbots are
Changing
Customer Service

2. Businesses are starting to see the benefits of using chatbots for their customer-
facing services. In a survey by Oracle, 80 percent out of 800 respondents say that
they have already implemented or will start using chatbots by 2020.
Chatbots are interactive software programs installed in applications, websites, and
even in email and SMS that can behave in a human-like manner.
Increased Presence and Interactivity
Businesses can integrate chatbots in a wide variety of platforms and cater to more
audiences in their preferred one. This increases a brand's presence and enables it
to compete for engagement in the digital space.
Chatbots can operate 24/7. They can attend to customer queries and concerns any
time of day, increasing the availability and responsiveness of the business.
Compared to human customer service agents, chatbots can handle a higher volume
of inquiries; the technology can respond efficiently to a sudden spike in query
generation.

3. Depending on the algorithm of smart chatbots, they can also adopt a personality that
fits the identity of the brand and the target audience. This prevents the chatbots from
appearing robotic or stiff, creating a more enriching customer experience. It also
creates more personalized interactions, which can help strengthen relationships with
customers.
Better Insights through Data Collection and Analytics
Chatbot software are capable of collecting customer data and recording purchase
trends. By analyzing previous interactions, the program allows businesses to better
understand their customers. This insight can help companies improve their services
and responses by adjusting according to the needs of their clients.
It also records the most searched keywords and most asked questions, making it
easier to know what interests consumers most.
With digitalization rapidly changing business processes, the use of chatbots is expected
to grow and become more sophisticated in the coming years. Companies have the
choice whether they will decide to incorporate this software into their marketing
strategy or not.

4. Sources:
https://www.businessinsider.com/80-of-businesses-want-chatbots-by-2020-2016-
12?r=US&IR=T&IR=T
https://www.entrepreneur.com/article/325830/
https://cmitsolutions.com/services/managed-it/
https://medium.com/botsupply/7-benefits-of-using-chatbots-to-drive-your-
business-goals-5a3a5e809951