How To Reduce Your Customer Service Costs

How To Reduce Your Customer
Service Costs
© Onlim GmbH 2019

Online marketing and customer service
can very quickly become a costly
endeavor. That’s why many businesses
are looking for consistent ways to
reduce their costs.
Chatbots have risen to fame because
of their cool features and their
capacities to reduce customer service
costs. Chatbots are being used by
startups and global players alike to
optimize their customer experience.

Onlim GmbH | How To Reduce Your Customer Service Costs | www.onlim.com

The popularity of chatbots is
increasing, especially since constant
developments in AI expand potential
use cases for customer service
chatbots even more.

In this article we’ll show you to reduce
customer service costs with chatbots.

Why even use chatbots?:
Before getting all hyped about chatbots
and their use cases for your customer
service, you should thoroughly assess why
and what you want to use them for. Once
you’ve got this covered, narrow down on
the positive effects you’re expecting to see
for your business and customers alike.

Not only will your business be able to
save time, money, and hassle, but your
customers will also benefit from shorter
waiting times for a customer agent to
support them. Thereby mitigating one of
the most aggravating aspects of
customer service interactions.

Estimates are seeing a cost reduction
for businesses of $8 billion a year by
2023, by simply using chatbots. Banks
and health-related services are said to
profit the most, but any industry can
make great use of chatbot
functionalities.

How exactly do chatbots
help to reduce customer
service costs?
1. Reduce personnel costs
Personnel costs make up 70-75% of call
center costs. With customer service agents
being the most important factor for
customer satisfaction, it’s not a wise
choice to try to cut too many costs here.
However, a smart chatbot can cut man-
hours. Thereby, reducing recruiting,
training and personnel costs dramatically.

service costs?
2. Affordable 24/7 availability
Customer lifestyles are changing rapidly,
and businesses must be able to keep up.
Any customer queries should be answered
within seconds because waiting times are
becoming less and less tolerable. Trying to
achieve 24/7 availability with human
customer agents is in many cases simply
too expensive for companies.

Outsourcing customer service to low
wage countries was the go-to solution
until now, but chatbots are promising an
even more cost-effective solution, while
simutaniously building better customer
experiences.

service costs?
3. Reduced operational costs
You could think of chatbots as some sort
of interactive FAQ. A central hub for all
important information that employees
and clients can access simultaneously.
This ensures a more streamlined customer
service experiences.
Chatbots help reduce inquiries, can
quickly categorize customer questions
and connect them to the right agent.

service costs?
4. Higher employee satisfaction
Chatbots can help reduce the stress
service agents encounter when dealing
with non-stop client calls. This helps with
employee satisfaction and their mental
health.
Seeing this as a long-term investment,
happier and more loyal employees will,
of course, help you save recruiting and
sick leave costs.

5. Increased revenue
Chatbots not only reduce costs, they can
also help generate more revenue. They
can automatically introduce visitors to
sales and discounts, help with upselling or
simply increase customer engagement.
Chatbots help create awareness for
products or offers a customer might have
otherwise overlooked.
Additionally, there have been successful
inclusions of chatbots into interactive
marketing campaigns that have created
strong brand awareness and customer
relations.
Chatbots bring amazing opportunities to
businesses. Some studies foresee that in
the not too distant future more than
90% of customer interactions will involve
chatbots.
service costs?

At Onlim we help you automate your
communication for outstanding and
innovative customer service.
You can learn more about our LIVE
CHAT, CHATBOT & VOICE ASSISTANT
solutions at www.onlim.com

AUTOMATING CUSTOMER
COMMUNICATION VIA
CHATBOTS AND VOICE ASSISTANTS
P.S. Have you checked out our
ULTIMATE GUIDE TO CHATBOTS yet?
You can access it at
https://onlim.com/en/chatbot-ebook/

How To Reduce Your Customer Service Costs

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How To Reduce Your Customer Service Costs