That’s where chatbots step in as a solution, specifically designed to close the gap between businesses and their customers. They have become so popular that the global chatbot market is going to reach $9.4 billion. Thousands of companies worldwide, from SMBs to enterprises all are developing various types of chatbots that focus on accelerating their customer experience and curtailing support costs. 

You might be wondering how many types of chatbots are there. There are hundreds of types of chatbots but the classification of chatbots depends on two main things:

1. Business Use Cases – the problem you are trying to solve
2. Chatbot Functionalities – the features you are trying to incorporate

In the article below, we will help you understand the different types of chatbots, what these are used for, and what type of chatbot technology could have the biggest value for your business. 

What is a Chatbot?

‘A chatbot is a conversational tool designed to comprehend customer inquiries and provide automated responses often through text or voice.’

You can program these bots to automate simple tasks, answer common questions, or assist with more complex issues, depending on their level of sophistication.

Let’s look at a scenario- Imagine a customer visits an eCommerce website at midnight, and wants some instant assistance related to some product features. Instead of waiting to get assistance from a live chat agent, he can easily interact with a chatbot that instantly provides the required details. These chatbots, depending on the level of advanced technologies and pre-configuration, can handle various repetitive queries without human intervention. 

When powered by advanced conversational AI, these chatbots take things one step further. Conversational AI bots use Natural Language Processing (NLP) and machine learning to understand the intent behind a customer’s message and offer more personalized services. In this case, a conversational AI bot can not only provide the customer with product details but also recommend the best options based on his purchase history.

Benefits of Chatbots for Your Business

Businesses deploy different types of chatbots based on their use cases starting from streamlining the business processes to enhancing customer engagement and increasing productivity. Bots help to convert users to customers, drive sales, and improve the overall consumer experience. 

Let’s take a look at the key advantages of a chatbot. 

• Increase Customer Engagement

Bots can deliver quick answers by being 24×7 available which encourages customers to stay longer on your website and maintain the conversation.

• Improve Lead Generation

Businesses can use chatbots for lead generation to guide customers in making quick decisions. Bots use a preset questionnaire to persuade visitors for lead generation and ensure higher conversion rates.

• Reduce Customer Service Costs

Implementing chatbots is an investment to optimize customer service costs. Bots can save you extra costs that otherwise go into hiring more support resources, infrastructure, training, etc. 

• Balance Automation with Human Touch

You can understand the difference between chatbot vs live chat and try to integrate them together for better customer service.  The smooth transition between chatbot to live chat provides real-time responses to the customers, giving them the best hybrid experience.

• Achieve Scalability of Support

Chatbots are easily scalable to effectively handle peak hours without the need to add more support reps or other costs. hey efficiently manage high inquiry volumes during peak times without requiring a large team, which reduces operational costs and allows human agents to focus on complex issues.

• Streamline Your Customer Onboarding Process

Customers like to be guided no matter how many support tutorials you offer them. Chatbots prove to be handy to educate customers and ease the onboarding process. Despite the availability of support tutorials, customers often seek personalized guidance to fully understand a product or service. Chatbots work wonders here, providing step-by-step assistance and answering common questions in real-time.

What are the Different Types of Chatbots?

A chatbot deployed on the eCommerce website would be totally different from the one implemented on the banking site. Just as humans contrast in personality, traits, or capabilities, the same goes for chatbots.

Here we will discuss what are the different types of chatbots, their applications, and their functionalities. It will give you a fair understanding of chatbot classification and what would be the ideal chatbot type for your business.

So, let’s dive in.

1. Menu/Button-Based Chatbots 

These bots are the simplest type of all chatbots, guiding users through various predefined options that are presented as buttons or menus. Instead of typing out the questions or requests, users are given available choices as a form of buttons to navigate through the conversation. These bots are useful for automating tasks like answering FAQs, placing orders, or handling basic customer service inquiries.

However, these button-based bots struggle with more complex scenarios where there are numerous variables involved, making it difficult to guide users towards the right answers. Additionally, menu/button-based chatbots tend to be the slowest of all bots in helping users get their required information.

2. Rule-Based Chatbots

Rule-based chatbots also referred to as decision-tree bots, use a series of defined rules. These rules are the basis for the types of problems the chatbot can be familiar with and deliver solutions for. Like a flowchart, rule-based chatbots map out conversations. 

Rule-based or scripted are the types of chatbots that can be used to answer common questions – for instance, booking a table in a restaurant or buying tickets to the cinema. Followed by a decision tree, the customers are provided a set of predefined options that lead to the relevant answer.

3. Conversational AI Chatbots

AI-enabled chatbots combine the power of Machine Learning (ML) and Natural Language Processing (NLP) to understand the context and intent of a question before formulating a response. 

Such conversational AI bots generate their own answers to more complicated questions using natural-language responses. The more you use and train these bots, the more they learn and the better they operate with the user.

When conversational AI and chatbots combine, they perform better than rule-based bots in the identification of user context and intention. They can thus decipher a user’s query and deliver a personalized experience.

4. Contextual Chatbots

The most advanced type of conversational chatbot is a contextual bot. 

In order to remember the conversations that happened earlier, these types of chatbots make use of Machine Learning (ML) and Artificial Intelligence (AI), with particular users, to learn and grow with the passage of time. 

Contextual chatbots learn by experience with the user. A few examples of these chatbots are Google Assistant, Siri, Alexa, etc.

5. Voice-Enabled Chatbots

The voice-enabled type of chatbot makes personalized experiences for users. To make conversational interfaces even more vernacular, businesses are now using voice-based chatbots or voice bots. 

The voice-enabled chatbots accept the user’s input when they speak, act upon the request, reply to queries, and perform numerous creative tasks. By using text-to-speech (TTS) and voice recognition APIs, businesses can make their own voice-activated chatbot.

Voice bots have been on the rise for the last couple of years, with virtual assistants like Apple’s Siri, and Amazon’s Alexa, and why? 

Because of the convenience they bring. It’s much easier for a customer to speak rather than type. A voice-activated chatbot brings frictionless experiences directly to the end customer.

6. Hybrid Chatbots

Hybrid chatbots are an amalgamation of simple (rule or script-based) and smart (conversational AI-based) AI-based. The hybrid chatbot model offers the best of both worlds- the simplicity of the rules-based chatbots, with the complexity of the AI bots. These bots have some rule-based tasks, and they can understand intent and context. It makes them a balanced tool for businesses to interact with customers. 

Rule-Based Chatbots Vs AI Chatbots

All chatbots are not the same. Two primary types of bots: rule-based and AI-powered chatbots offer different approaches to customer interaction. In this section, let’s explore the basic differences between rule-based and AI chatbots, highlighting how each functions, where they excel, and the types of customer interactions they are best suited for.

1. The Workflow

Rule-based chatbots work on predefined rules and decision trees. They follow a structured flow, guiding users through specific paths based on the options they select or keywords they use.

On the other hand, AI-powered chatbots are more dynamic. With advanced technologies such as artificial intelligence, natural language processing (NLP), and machine learning, they can understand user intent and based on that provide accurate responses. 

2. Learning Process

Rule-based chatbots are more of a “set-it-and-forget-it” solution, as they don’t learn or improve from user interactions. In contrast, AI chatbots continuously learn and improve, becoming more intelligent with each conversation.

3. User Experience

Rule-based chatbots offer consistent, predictable interactions, but for a more personalized experience, AI chatbots are the better choice.

4. Response Capability

The rule-based chatbots are capable of providing limited responses based on pre-defined configurations. AI bots Able can understand and respond to a wide variety of user inputs by interpreting the intent behind the messages, even if those inputs haven’t been pre-programmed.

5. Scalability

Rule-based chatbots need manual updates and adjustments to scale or adapt. AI chatbots can automatically improve and update with business requirements and expansions. 

6. Integrations

Rule-based chatbots offer very limited integrations and can work with a few platforms, while most AI chatbots can be integrated seamlessly with a wide variety of systems and databases.

The Various Use Cases of Chatbots

Did you know which industries are benefiting from chatbots? The finance, healthcare, education, travel, and real estate industries. Also, roughly 80% of businesses are projected to integrate some type of chatbot technology by 2023.

Here are the various use cases of chatbots under their respective purposes. Let’s have a look!

1. Customer Service Chatbots

Customer service is one of the vital business functions where chatbots have a great impact. 67% of consumers worldwide used a chatbot for customer support. Customer service chatbots can help businesses to engage clients by answering FAQs and delivering context to conversations. Businesses can save support costs by speeding up response times and improving first response time which boosts user experience. 

Key Use Cases of Support Chatbot:

• Automate Website Support: Deploying chatbots on your website boosts operational efficiency and offers convenience to customers. Bots not only streamline customer experiences at every stage in the service process but are also aids to the support agents.
• Handle Helpdesk Support: Bots are self-learning software systems that analyze human language. They can help your IT help desk to boost team productivity and drive efficiency.
• Collect Customer Feedback: Chatbots are a great way to acquire customer feedback. By following the chatbot best practices, you can generate a high level of engagement that encourages customers in completing surveys.
• Order Confirmation & Tracking Shipping: Support chatbots are the best way to combat the traditional process and deliver an excellent brand experience. Customers can stay updated easily just by entering the shipping id.
• Handle Refunds & Return Requests: Chatbots can handle common queries by reducing support tickets and increasing team productivity.

2. Sales or Lead Generation Chatbots

Leveraging an AI chatbot for sales can help businesses in asking contextually relevant questions, qualifying leads, and booking sales meetings, at scale. 

Chatbots convert 4x higher than traditional lead generation tools because people prefer conversations. So, engage with your visitors 24×7, to interact, and generate more leads.

Key Use Cases of Sales Chatbot:

• Automate Sales Funnel: Lead generation chatbots can create exceptional conversational experiences for website visitors and qualify them at scale. The leads are then directed to the right sales rep for closing sales immediately or booking an appointment. 
• Lead Nurturing: Leveraging sales chatbots can nurture leads by engaging customers in different ways like – giving personalized product recommendations, suggesting the best combo offers, or offering discount coupons to boost sales. 
• Appointment Bookings: Advanced AI bots that meet the latest artificial intelligence trends can enable automated appointment booking to help customers book instantly from your website or Facebook page. 
• Place Online Orders: 1 in 5 consumers would consider purchasing goods and services from a chatbot. Be it food, electronics or apparel chatbots are prompt in handling online orders. 

3. Chatbots for Marketing

Chatbots are greatly revolutionizing the marketing ecosystem for many businesses, while the goal remains the same for all i.e. instant and convenient service. 

Key Use Cases of a Marketing Chatbot:

• Better Customer Engagement: Chatbots can engage with your customers with immediate responses and increase customer satisfaction, which makes them happy to retain your brand. 
• Offer Product Recommendations: AI bots can help your customers to proceed to the final stage of the sales funnel by recommending relevant products that they might be interested in. 
• News chatbots: Chatbots save time by getting curated news and headlines right inside your messenger. Many popular news portals and television networks introduced chatbot services. CNN was one of the first news businesses to build a bot on the Facebook Messenger platform.

4. Banking/Insurance Chatbots

Chatbots are effortlessly enhancing the digital customer experience in banking and also achieving a range of other benefits. 

From balance inquiries to account openings to quick replies, banking bots can help serve users promptly and efficiently, therefore enhancing the customer experience.

Key Use Cases of a Banking Chatbot:  

• Automate Customer Support: AI bots help banks in automating support for common queries and focus more on serving the customers in a better way. The customer service chatbots can handle non-complex queries related to banking products and customer accounts. 
• Reminders and Notifications: Chatbots can send timely reminders and routine notifications to customers that include bill payment deadlines, the last days of some loan offers, etc. 
• Proactive Customer Communication: AI-powered bots can be deployed within an app or on the website, or on browsing pages to pre-empt customers with quick answers. 
• Financial Advice and Assistance: Bots leveraged on the bank websites or within the app as a personal financial guide. Banks will have many ways to use chatbots for financial services and improve customer experience. 

5. In-App Messaging Chatbots

Chatbots that are integrated with a social messaging platform like Messenger, Telegram, Slack, WhatsApp, etc are termed messaging chatbots. 

Customers prefer brands offering bot support. 47% of users are open to purchasing items through a bot. Chatbots can engage customers by answering their simple queries when the support team is busy or not available. 

These types of chatbots make it simple for customers to directly connect with the bot using social media handles just like the way they talk to their friends. Social messaging chatbots can sell and process orders, track order information, and answer frequently asked questions (FAQs). It cuts down a lot of costs for online businesses and also offers instant interaction to users.

Key Use Cases of In-App Chatbots

• User Onboarding: Chatbots can guide new users through in app features.
• Proactive Support and Troubleshooting: When users encounter issues, in-app chatbots can proactively offer solutions.
• Personalized Recommendations: Chatbots can suggest relevant products, content, or features based on user behavior and preferences.

6. Chatbots for Human Resource

Recruitment is an important part of HR activity. With chatbots, tasks can be handled seamlessly. 

Human Capital Trends report found that only 17% of global HR executives are ready to manage a workforce with people, robots, and AI working side by side. 

The chatbot acts as a recruiting assistant and manages large candidate pools so that the recruiters and hiring managers have more time to focus on interviews and closing offers.

7. Healthcare Chatbots

Healthcare chatbots help in automating all the repetitive, and lower-level tasks of the medical representatives. While bots handle simple tasks seamlessly, healthcare professionals can focus more on complex tasks effectively.

Key Use Cases of a Healthcare Chatbot:

• Easy Appointment Scheduling: Healthcare bots are a great way to overcome the challenge of the patients to navigate the scheduling systems. With a messaging interface, website/app visitors can easily access a chatbot. 
• Effective Patient Engagement: AI-enabled patient engagement chatbots in healthcare provide prospective and current patients with immediate, specific, and accurate information to improve patient care and services.
• Gather Patient Information: FAQs related to the patient’s name, address, contact number, symptoms, current doctor, and insurance information can be used to extract information by deploying healthcare chatbots. 
• Recommend Wellness Programs: Healthcare chatbots backed with NLP can understand user intent with the help of sentiment analysis. Based on the understanding of the user input, the bot can recommend appropriate healthcare plans.

8. Social Media Chatbots

One of the vital undeniable aspects is to engage with customers where they are. With an increase in messenger platforms for business, one of the most important channels is social.

Chatbots significantly boost user engagement on these popular social websites and communicate with customers through live chat platforms like Facebook Messenger. Bots are taking over social media marketing as they allow consumers to engage with them in terms of customer service, and transactional engagements.

Key Use Cases of a Social Media Chatbots:

• Customer Support: Social media chatbots handle FAQs, common issues, and provide instant assistance to customers.
• Product Recommendations: By analyzing user preferences or inputs, chatbots can suggest products or services
• Brand Engagement and Awareness: Chatbots engage users with interactive quizzes, polls, or giveaways, driving brand awareness, and increasing social media visibility.

Exploring Chatbot Success: How Different Sectors Are Leveraging AI

Chatbots are of different abilities from different chatbot platforms and fulfill various purposes in each industry. Different types of chatbots can be used for different businesses, from those that deal with simple requests, to those that handle advanced queries. 

• Real Estate

Real estate is a relationship-oriented industry by nature. Chatbots can’t replace that client-agent relationship, but they can replace agents in answering general real estate questions. Holmes is a real estate chatbot that uses AI to answer customer queries in real time.

• Travel Industry

The travel and tourism industry witnessed more international customers willing to do business. One of the problems with the travel business is catering 24×7 support. Chatbot, allows you to handle customer queries and generate leads around the clock. Hello Hipmunk is a completely free and helpful bot that does all the work for you.

• Food & Beverage

The food industry is one of the industries that has experienced the most success with chatbots. Pizza chains have been among the most prolific adopters of chatbot technology. Domino’s is the first major brand to launch a chatbot on Facebook Messenger and generates nearly $5bn a year.

• Airlines

Many airlines are deploying chatbots to help their customers answer common questions and obtain basic information about their flights. Aeroméxico launched its chatbot to serve 1,000 customers per day.

• Entertainment

People use FB Messenger via phone every day, which is why Messenger chatbot games were developed. The most followed chatbot game is MojiHunt. It was followed by more than 20 000 users.

• Legal Services

Analyzing documents is a time-consuming process in the legal industry. JP Morgan Chase launched COIN bot to manage its back-office operations. It can analyze complex contracts quicker and more proficiently than human lawyers. 

• Railways

IRCTC is aimed at facilitating accessibility by answering users’ queries pertaining to various services offered to railway passengers. They launched AI-powered voice-enabled ASKDISHA chatbot to converse with customers in the Hindi language.

What is the Right Type of Chatbot for Your Business?

Chatbots come in various types, each designed for specific purposes. When selecting the right bot for your business, start by considering what you aim to achieve. What specific functions will the chatbot serve that will benefit your business operations? If your primary goal is to ensure customer satisfaction, it’s important to consider whether your users prefer a straightforward response from the bot through predefined menu options or if they need personalized assistance for more complex inquiries.

Also, you need to look into what aspect of your business you want to make better with a chatbot.  Are you looking to enhance lead generation, streamline payment processes, or improve customer support? For smaller businesses, such as startups with a small customer base a rules-based or keyword recognition chatbot may be adequate.

On the other hand, if your business is medium to large-sized and with a bigger customer base, an AI-powered chatbot could provide significant advantages. REVE Chatbot is one such great AI-powered platform that helps you to automate many of your business operations including customer service. It can be seamlessly integrated with your website, mobile apps, and other social media platforms and offers accurate responses to customer queries 24/7.

Want to give it a try? SIGN UP for its 14-day FREE TRIAL today.

How to Choose the Best Chatbots for Your Business?

When choosing a chatbot for your business, the first step is understanding the different categories of chatbots and their functionalities. The next step is identifying what features to look for in a chatbot that aligns with your business needs. Here’s a guide to help you make the right choice:

• Set Your Business Objectives

Firstly, decide the objective of using a chatbot and what you want your bot to do. Is your focus on improving customer support, automating different business operations, generating leads, or enhancing customer experience? Each of your objectives may require a different type of chatbot.

• Easy Integration

Choose a bot that offers seamless integration with a vast array of platforms and business tools. REVE Chatbot is one such AI platform that easily integrates with websites, mobile apps, social media platforms, and most other business platforms. 

• Understand Your Audience

Think about your users’ preferences. Do they prefer a simple, well-structured interaction with buttons and predefined responses, or do they expect more conversational and personalized interactions with a bot for solving complex queries? User experience matters.

• AI and Machine Learning

Check for the chatbot’s AI and ML capabilities, ensuring it has the ability to adapt and improve through continuous learning and data analysis. Being a hybrid chatbot, REVE Chatbot not only offers simplified answers to general FAQs but also continuously improves by learning from customer interactions.

• Natural Language Processing (NLP)

Look for NLP capabilities that enable the chatbot to understand the intent of customer inputs and offer accurate responses based on that in a context-aware manner.

• Consider Your Business Size

If you are just starting a business, opting for simpler chatbots is a better choice as they are easier to implement and maintain. Larger businesses with vast amounts of data and a bigger customer base may require more sophisticated AI chatbots that can handle diverse queries and offer deeper insights.

• Multilingual Bots

When you have a big customer base all around the world, offering services in their local languages becomes necessary. So choose chatbots that support multiple languages to ensure seamless customer communication without language barriers.

• Customizability

 Choose a chatbot that lets you personalize interactions, and also allows you to customize the bot look to match with the look and feel of your brand.  

• Think About Future Scalability

As your business grows, your chatbot should also be able to scale with it. Consider a chatbot solution that can evolve, adding new capabilities and features as per your business and customer needs. Change.

• Costs

Check your budget and resources required to maintain the chatbot. AI-powered chatbots may require more initial investment and ongoing training, while rules-based chatbots may be more affordable but come with limitations in flexibility.

• Bot Analytics

Check for bots that offer detailed analytics. All these customer and bot performance insights will help you to understand the bottlenecks in your services and work on those for further betterment.

• Security

Opt for chatbots that offer robust security features to protect sensitive customer information and ensure safe interactions, especially when dealing with personal or financial information.

Wrapping Up

By reviewing the types of chatbots, functionalities, and use cases, now you will be able to understand which type best suits your specific business needs. Whether you want to enhance user engagement, generate more leads, or automate customer service, these chatbots will definitely help you out.

When you choose the right chatbot most suitable for your business it can revolutionize your customer service, offer valuable insights into customer needs, streamline operations, and ensure your brand is always there to help customers, day or night.

So, do your research, choose wisely, and watch how a chatbot becomes an essential member of your customer service team.

In today’s rapidly changing business environment, a successful organization adopts various pragmatic approaches to build its own niche market. The approach is designed in such a way that it enhances business revenues while strengthening the customer relationship.

Organizations can achieve this by successfully delivering world-class customer service in the BPO (business processing outsourcers) industry.

Hence, companies subcontracting their business functions expect service providers to optimize their client experience by sharing all the relevant and important information about the company’s offerings. 

In reverse, it creates word of mouth that significantly plays an important role for the companies to gain a competitive edge and increase brand visibility in the marketplace.

What is Customer Service in the BPO Industry?

Customer service in BPOs refers to the outsourcing customer service companies that specialize in handling customer queries that come in via email, chat, phone, social media, and other channels in real-time. It means addressing customer concerns effectively by using digital tools like live chat, chatbots, and co-browsing.

When customers consistently have positive interactions with your representatives, they’re more likely to become repeat customers or recommend their friends or family to your business. In fact, 80% of customers say the experience a company provides is just as important as its products or services.

Key Importance of Customer Service in BPO

Customer support management requires special attention to promptly address and resolve user issues in no time. A company managing this task in-house is generally unable to focus on other core business functions. 

Leveraging a well-planned inbound customer support service of BPO directly addresses this issue by providing customized services, such as inquiry handling, technical support, phone answering, customer surveys, and medical answering services.

We will analyze the criteria needed for more insight into the importance of customer service in BPO. 

#1. Increase Customer Retention

Every customer interaction can positively or negatively impact your brand, so making every customer interaction count is essential.

While every business needs new clients, it is equally critical to improving customer retention as acquisition costs are five times more than retaining an existing customer.

Having a framework for personalized communications, including the latest customer communication tools like live chat, chatbot, video chat allows you to provide meaningful and results-driven messaging to customers. 

Superior customer service in BPO impacts retention significantly. Here is how.

• When BPOs focus on delivering excellent customer service, it cultivates loyalty. It creates an unforgettable experience by delighting customers and engaging them in meaningful interaction, forging loyal relationships.
• Providing improved customer service increases customer lifetime value (CLTV) and retention rate levels by 5%, with a boost in profits of 25% to 95%. Hence, BPOs focus on retaining customers as well as acquiring customers for sustainable growth.

#2. Boost Customer Satisfaction Ratio

Undoubtedly, customer service in the BPO industry is an excellent differentiator.

Here is how – For example, more than half of customers stop doing business after one poor service experience, and 67% of the churn is preventable if the customer’s problem is resolved during their first interaction. 

It means if you provide superior customer service, you will not only retain your customers, but you will also surpass your competitors.

A well-trained team empowered with visual engagement tools provides the ability to converse with customers directly and grow your customer base.

How to improve customer service in the BPO industry with digital engagement tools?

• Improve first contact resolution –  Leveraging advanced tools goes a long way towards promoting first contact resolution (FCR) and preventing customers from returning back.
• Reduce the number of touchpoints – Gaining a visual understanding of the issue by using tools like co-browsing and video chat, businesses can offer a concrete solution and improve average resolution time.
• Boost customer satisfaction – Visual engagement facilitates hassle-free communication and real time collaboration to guide your customers through complex workflows and provide personalized customer service solutions.

#3. Deliver High Quality Service in Real Time

One of the top expectations of customers from any company is to get real time service. 

They don’t want to feel like they’re being treated just as another person. Instead, they expect to feel a personal connection with a representative that has the insight and expertise to resolve their issues.

According to a recent survey 66% of customers said they would switch brands if they felt they were being “treated like a number, not an individual.”

There are many options that will help you to meet customer expectations if you want to attract and retain loyal customers.

• Live chat software helps businesses to address sales & support concerns in real time and offer effective solutions that boost their satisfaction.
• Deploying AI enabled chatbots helps to automate customer support and offer 24×7 personalized assistance.
• Create self-service options and a helpful FAQ section that helps customers to find out the solutions without reaching out to the customer service staff.

#4. Enhance Customer Lifetime Value (CLTV)

Customer lifetime value (CLTV) is one of the most important customer service KPIs for the BPO industry. 

• It showcases the total revenue you can expect from a single customer account, and growing the value indicates that your customers are using your services more frequently.
• It makes new customers trust more on your business and allows you to upsell and cross-sell additional products/services with minimal friction. 
• The new customers also rely on the BPO customer service team when they recommend services that fit their needs.

It creates overall a better experience. 

Leveraging innovative technologies provide a solid foundation for efficient, high-quality customer service and allow the BPO sector to collect detailed data on customer service performance. The data is analyzed regularly to make sure your business and customers realize all the benefits.

#5. Improve Customer Loyalty

Keeping customers coming back for more is critical to business success. Loyal customers are just better for business: they help you grow and keep profits high.

Improving the standards of customer service in the BPO industry help to retain existing customers, attract new customers, reduce turnover and drive profits.

• Increase sales conversions –  Returning customers spend close to 70% more money on products and services when compared to first-time customers. Once a customer likes the service you offer, they’re more likely to purchase in higher quantities.
• Boost repeat business – The loyal customers are most likely to keep coming back to purchase from your business. They like the service and way you value customers and are inclined towards the brand. 

#6. Positive Word of Mouth

Loyal customers keep coming back themselves, they will spread brand awareness through word-of-mouth marketing. 

Happy clients increase customer loyalty and are likely to tell friends and family about your business and products.

When customers are addressed in real time, provided effective solutions, and valued their opinions they choose to stick to the brand for a longer time.

Improved customer service in BPO enables you to develop lasting customer relationships who become loyal to your brand. 

Eventually, they might even turn out to be your brand ambassadors and spread positive word of mouth.

How to Improve Customer Service in the BPO Industry?

Providing great customer service in the BPO industry is a benefit to both you and your audience. Offering good service will help satisfy your clients. Happy customers boost your revenue. 

A company’s overall revenue emphasizes the importance of customer satisfaction. To help your company with this, here are seven strategies to improve customer service in the BPO industry and boost satisfaction.

1. Improve First Call Resolution (FCR)

FCR is one of the top metrics and the BPO industry needs to focus to keep it improving. It reflects your team’s ability to resolve customer issues or complaints the first time they reach out to you, with no additional follow-ups required. Try avoiding call transfers, as every switch of the phone line drastically reduces customer satisfaction.

2. Train your BPO staff consistently

Inadequate knowledge about your products/services can hamper the customer experience. Hence, consistent training is vital to level up the standards of your customer service in BPO. Well-trained agents are up-to-date on industry changes, have expanded skills-sets, and treat customers with empathy. 

3. Reduce queue time

No customer likes to be on-hold and they hang up when they feel your business does not value their time. BPOs should balance the hold function and must equip agents with enough resources and tools to retrieve the right information within seconds, thereby eliminating the need to put someone on hold for too long.

4. Acquire customer feedback

Today’s customers share their feedback about a product or an experience across social channels. To enhance customer service in BPO there should be a feedback loop to capture valuable customer opinions. To get customer feedback, you can share survey links via text message or email seconds after the call is completed. The outcome helps to understand customer satisfaction, their pain points, agent performance, and plan the scope for improvement accordingly.

5. Establish excellent customer service models 

While hiring new call center representatives, you need to plan training sessions with the more experienced CSRs to help them learn what an ideal client call looks like. Such an approach creates a good opinion of your best practices in action and can witness the soft skills required for exceptional service. Such training sessions can bridge the gap between their training and call execution.

6. Personalize calls to improve customer service in BPO

Inbound call centers deal with hundreds of callers regularly, and personalizing every call is an ardent task. The last thing that every customer wants when they reach out to your business is  robotic voice passing generic messages. Having a centralized CRM can provide your reps all customer details.

7. Focus on building strong relationships

The final of our five top customer service tips may be seen as a summary of all that’s come before it: personal work relationships should be your top priority. Do your best to make your agents feel like actual people, rather than expendable workers.

Invest in Customer Service in BPO Industry 

The customers take the center stage in the BPO industry, hence it is crucial to invest in the latest tools and technologies that help to deliver exceptional customer service in BPO. Across all industries customers are better informed so empowering your support squad with adequate training, customer engagement tools and tactics will help to win over them and increase their lifetime value. 

REVE Chat is one of the best live chat platforms that offers real time sales and support assistance, empowering your customer service team to delight your customers by understanding and fulfilling their expectations. 

Sign up with REVE Chat today and level up your standards of customer service in the BPO industry.

Banking customers want their financial institutions to provide more than just basic service – they want insights, guidance, and relevant recommendations. 

A study by Accenture shows that 48% of bank customers demand preferential treatment and rewards in exchange for their loyalty to your bank.

In this article, let’s explore the importance of customer service in banking, challenges, strategies, examples, and more. 

What is Customer Service in Banking?

High-quality customer service is crucial in the bank. Will you go to a bank where your waiting time is long and you must be listened to properly? Not. That is why quality customer service is a top priority to build a reputation and promote word-of-mouth through existing customers. 

But, does it mean good customer service in banking? It includes providing prompt, efficient, and personalized assistance through multiple channels, including in-person, online, mobile apps, and phone banking. And, the key elements include 24/7 support, user-friendly technology, knowledgeable and courteous staff, and continuous employee training. 

Do you know prompt and efficient service will develop good public relations, reduce complaints, and increase business? For banks, excellent customer service is pivotal because it makes customers feel valued, helps you meet their needs more effectively, and improves customer retention in banking.

Key Importance of Customer Service in Banking

Financial institutions have amongst the highest customer acquisition costs in the industry today. Acquiring new customers can cost five times more than retaining existing ones. Hence, it is essential to adopt the right strategies to improve customer service in banking.

Customer service means different things in different industries, but it always boils down to the same basic element – providing superior levels of service to your customers. 

• Changing customer expectations – Customers today are more demanding and more sophisticated than he or she was thirty years ago.
• Increased importance of customer service – With changing customer expectations, competitors are seeing customer service as a competitive weapon with which they differentiate their products and services.
• Need for a relationship strategy – To ensure that a customer service strategy that will create a value proposition for customers should be formulated, implemented, and controlled. It is necessary to give it a central role and not one that is subsumed in the various elements of the marketing mix.
• Building Trust and Loyalty: Banks can easily build trust and loyalty with their customers just by offering exceptional customer. It doesn’t cost a lot but the result it brings is tremendous. Most importantly, it makes the customers feel valued and cared for, which can lead to long-term relationships.
• Resolve Customer Complaints and Issues Promptly: Addressing customer issues is the ultimate key to promoting customer word-of-mouth. Banks often deal with complex financial issues and transactions. Effective customer service ensures that any problems or complaints are addressed promptly and satisfactorily. This plays a key role in preventing escalation and maintaining customer satisfaction.
• Customer Experience: If you think of yourself in the customer’s shoes, what will expect when you go to a bank for any service? It must be a good experience. Positive customer service differentiates one bank from another. It includes providing clear information, helpful advice, and personalized assistance.
• Compliance and Regulations: Customer service in banking also plays a role in ensuring compliance with regulatory requirements. It provides accurate information, handling sensitive data securely, and adhering to legal and ethical standards.
• Digital Transformation: With the rise of digital banking, customer service extends beyond face-to-face interactions. It includes providing automated support across multiple channels such as online chat, mobile apps, and social media. It meets customers’ preferences for digital communication.

What Are the Common Challenges in Banking Customer Service?

Offering the desired customer service to a customer is a big challenge in the bank. Let’s find the most common challenges bank faces that impact the overall customer experience:

1. Data Confidentiality: It is a vital aspect for banks. Privacy and security of customer data are paramount for banks. They must secure sensitive information from breaches and unauthorized access while maintaining customer trust.
2. Availability of Executives: In a banking setting, it’s very common that customers often need more access to banking executives. In particular, during peak hours. There is no doubt that long wait times and inadequate availability of staff are responsible for customer frustration and dissatisfaction.
3. Inconsistent Service Quality: Consistency is crucial to maintain a high standard of service. However, variability in service quality across different branches or even among individual representatives can affect customer experiences. 
4. Personalized Experience: Another challenge in banking customer service is to deliver personalized customer service for each customer. Banks must effectively use customer data to offer personalized solutions and recommendations.
5. No Omnichannel Presence: Customers expect automated interaction across various channels, including in-person, online, and mobile. A lack of integrated omnichannel support can lead to fragmented and frustrating experiences. For example, Bank of Scotia and Bank of Kuwait picked REVE Chat omnichannel customer engagement solutions to serve their customer faster.
6. Customer Education: In many cases educating customers is a big challenge. Helping customers understand and use new banking products and services is crucial. Banks need to invest in educating their customers to enhance their banking experience and build long-term relationships.

10 Practical Strategies to Improve Customer Service in Banking

Today’s customers expect personal, relevant, accessible-anywhere experiences when they interact with businesses — and modern finance is no exception. With new post-pandemic norms setting in, digital-first service keeps customers connected to your offerings anywhere they need them.

1. Monitor end-to-end customer journeys to create a 360° view 
2. Provide Real-Time Support
3. Deliver Personalized Experience
4. Leverage a Banking Chatbot
5. Develop an Omnichannel Experience
6. Conduct Training on Intrapersonal Skills
7. Create a Knowledge Base for Self Help
8. Solicit Customer Feedback
9. Revitalize Digital Experience
10. Make Use of Contextual Data 

Let us dive in to understand how each strategy can deliver exceptional customer experience in banking.

1. Monitor end-to-end customer journeys to create 360° view 

Mapping out your customer journeys is crucial to deliver the exact service that customers are expecting. 

First things first! You have to identify all touchpoints across all channels where you engage with customers. A common banking customer journey may include:

• A business professional checking account balance online
• Depositing a paycheck in-branch
• Verifying the deposited funds on a smartphone. 

You should have feedback experiences in place at all three touchpoints. Then by identifying target customers, create customer personas and focus on your customer experience program.

Secondly, outline the journey for how customers engage with your institution. Start your journey map with the first point of contact and each next step and all potential steps until the journey is complete.

Finally, identify at-risk customers and proactively engage on a personal level to improve the relationship.

Note: If financial institutions can learn to identify at-risk customers, proactively engage on a personal level, and identify what is causing the customer’s behavior, companies have a much higher chance of keeping a customer loyal, maybe even for life.

The goal is to use experience management to move from reactive to predictive, and eventually, to a state of delivering exceptional experiences across all touchpoints.

2. Provide Real-Time Support

People want to organize their finances on the go and find answers quickly online and the best option is live chat. 

Citibank reported that 90% of live chat users complete their home-equity application.

Live chat is a powerful tool to counter the bureaucratic and impersonal feel of banking institutions. It provides your customers with personal human support that’s easy to reach.

American Airlines Federal Credit Union recognized the advantages of live chat and empowered their service reps to engage customers in real-time. The biggest German institutions like Hypovereinsbank and Targobank also use live chat as their main customer service tool.

How can live chat improve customer service in the banking industry?

• Increase sales conversions – Live chat can address customer queries instantly and help in faster decision making leading to more sales. It can also approach customers proactively – if they are stuck at some page/point you can trigger a chat window to automatically open with an invite to chat.
• Sending files securely – Implementing a GDPR-adhered complaint-based live chat solution makes live chat suitable for directly sending files to your customers.
• Address customer concerns instantly – Live chat provides instant solutions for banking and financial queries with the help of digital engagement tools like video chat, and co-browsing to deliver better customer service.
• Reduce customer support costs – With canned responses, you can handle multiple chats and offer faster responses. Live chat increases the efficiency of service reps by automated routing and delivers better banking support.

3. Deliver Personalized Experience

Personalized experience in any industry always pays off well. In the banking sector video chat is a wonderful tool that can have a positive impact on various aspects.

Video chat in customer service for banks has witnessed a whopping 70% growth. Its value even grows further when used in combination with other tools for customer engagement.

When situations are complex where visual cues hold huge importance, a video chat platform emerges as the only option to ensure the best personal support.  

Benefits of video chat for customer service in banking

• Live customer engagement – Video chat helps businesses interact directly with customers on the website or mobile apps and improves the level of engagement manifold.
• Deliver personalized experience – When you combine a video chat platform with other customer engagement tools like live chat and chatbots, it’s always easy to provide personalized experiences at any time through the different stages of the journey. 
• Faster resolution of issues – By using co-browsing and video chat together, it becomes easy to collaborate with customers in real-time and fix issues faster. 
• Offer proactive support – The use of cross-platform video chat proves very handy in offering proactive customer service and effective engagement once you have gained insights about your customer journey. 

4. Leverage a Banking Chatbot

AI in banking customer service is gradually gaining wide acceptance. They are not only simplifying the processes for businesses but also enabling quick access to services that were formerly confined to apps.

Banks need to improve the quality of their customer service without sacrificing time to redundant user queries. 

Subsequently, banks now understand the importance of automation and 24×7 services that are not only convenient to them but also to their customers. It means seamlessly providing scalable 24×7 customer support on multiple channels and languages.

AI-powered Chatbots in banking customer service can help streamline transactions like money transfers and account balance checks via a conversational interface so that customers are constantly guided through their actions

How does deploying an AI chatbot help to deliver better customer service?

• Engage consumers 24×7 – A banking chatbot can be deployed on the website or on browsing pages to start conversations. It helps them analyze user behavior or interests, or introduce to them banking products.
• Deliver great conversational experience – AI bots respond accurately to the inputs of customers and provide conversational experiences at each step of the journey. They route complex chats to the right human rep to ensure humanized support.
• Offer personalized services – With the help of chatbot analytics (that captures user behavior, trends, and patterns) you can deliver relevant and personalized services and offers to customers.
• Automated support for FAQs – Bots are available 24×7 and banks can deploy them to solve customer problems at any time without requiring human intervention. AI bots with advanced algorithms and machine learning ability can answer complex queries.

5. Develop an Omnichannel Experience

Nowadays, basic transactions in banks are speedily migrating from the physical to the digital channels. According to Reuters, 60% of customers would still prefer to open a new checking account at a bank branch rather than through digital channels

A majority of banks have adopted the omnichannel approach at the core of their strategies. 

It’s because banks have understood that ease, innovation, simplicity, and accessibility of platforms provided by FinTech companies can influence customer behaviors quite strongly.

An omnichannel customer service strategy allows you to use all available marketing channels to achieve an integrated and seamless customer experience. 

The customer, on the other hand, can move from your app to the website to push notifications to social media, experiencing the same branding and messaging throughout in a synchronized way. 

How can an omnichannel approach benefit customer service in banking?

• Faster resolution rate – Omnichannel banks are capable of handling customer requests faster by using digital tools and strategies which increases the resolution rate as well as customer satisfaction.
• Improved customer experience – When banks engage across all online and offline customer service channels and deliver consistent support, there is a boost in customer experience.
• Streamline customer journey for better insights – Banks can easily understand the customer lifecycle better with conversation history and deliver personalized real-time support.
• Reduce customer churn –  Customers expect instant response and when they are entertained across their preferred channels in real-time, there is a significant reduction in the customer churn rate.

Note: However, banks should amalgamate traditional and digital components in order to create an omnichannel customer experience.

6. Conduct Training on Intrapersonal Skills

Financial matters are very critical to handle, so having frontline employees with exceptional interpersonal skills is an asset for any financial institution.

For example – There might be circumstances where you may find yourself in situations where you need to explain to a customer why their loan application has been denied or why a mortgage cannot be processed.

While it is important to be clear and transparent in explaining the options, one must display empathy and maintain the utmost composure. It will certainly go a long way in helping customers feel reassured.

So banks and financial service providers must invest in customer service training for employees to have them ready to navigate all possible scenarios. 

At times it may appear like these are additional costs that impact the bank’s bottom line, but at the same time will be made good by clients who stick with you because of good customer service.

7. Create a Knowledge Base for Self Help

As banks face new and evolving challenges, including digitization, virtualization of the workplace, government regulations, and growing security concerns, they can gain a competitive advantage with knowledge management.

74% of customers report that they use a self-service support portal to resolve issues on their own before contacting a live service representative.

Creating a knowledge base in the banking sector allows financial services organizations to more efficiently store and organize knowledge, which enables bank managers and employees to collaborate and stay aligned on short- and long-term initiatives. 

How to improve customer service in the banking industry with a knowledge base?

• Ensure bank customers receive consistent information at any branch –  A centralized knowledge management system ensures that all employees have access to the same information, so they can then provide standardized answers to customers.
• Create a consistent brand experience, both digitally and in-person – With a comprehensive knowledge base, you can ensure that you present a unified experience, no matter how a customer interacts.
• Provide all bank employees with up-to-date regulatory updates – A knowledge base system ensures that all employees receive updates about regulatory changes and understand how they impact the bank and its customers.  
• Offer a holistic view of market research and customer insights – By using a knowledge management platform to centralize all research and give all internal stakeholders access to the insights they need to make informed decisions.
• Enhance overall customer satisfaction and the CX –  When banks are equipped with a knowledge management system, employees can quickly search for the information they need to provide comprehensive solutions to client issues.

8. Solicit Customer Feedback

Customers are the ones who can anticipate their needs better than anybody else. 

After all, your customer data from your CRM and helpdesk tool can only tell you a part of the story. The other part lies with the customer. And no form of technology can magically help you read it.

It only makes sense to dive into this rich pool of information from your customer base by acquiring their feedback after every customer interaction. 

By doing this, you can gain insight into whether their needs are being sufficiently met, what financial products or services they’re interested in, their financial goals for the future, how their customer experience can be improved, and more.

There are some ways to gain customer feedback, but the most practical approach is to establish check-ins across all touchpoints. 

For example, if a customer were to contact your bank’s call center with a service request, the representative responsible for processing that request might close out the call by asking whether the customer had any additional questions and whether they were satisfied with the service they received. 

9. Revitalize Digital Experience

Every customer engagement platform needs a digital-friendly service experience that gets customers what they need regardless of the device they use.

For example, customers can be easily frustrated if they try to open a new credit card from a mobile device, only to be redirected to a full-size desktop webpage. In the worst cases, customers are forced to physically sign documents or come into a branch to even begin the process. 

Mobile-first banks are prepared against shifts in device preference with the flexibility to meet their customers wherever they are. Mobile users have already exceeded those of traditional online banking.

A dynamic interface design and full-featured portals on any platform feel more approachable, ultimately keeping customers loyal.

Providing an end-to-end digital facelift can also involve no manual processes. Managing documents via electronic signatures and other tools can streamline your backend to improve customer service. 

Even when leaving room for customers who prefer paper, digitizing behind the scenes will help you keep all their information at your team’s fingertips. 

10. Make Use of Contextual Data 

Leveraging contextual data is an excellent way for banks and financial institutions to survive and thrive in the long run. 

In a nutshell, contextual data refers to any form of information that provides valuable context about a person/organization and an event.

In banks and financial institutions, contextual data can be used to identify behavioral patterns and gauge customer loyalty, which they can then use to improve customer relationships. 

The data collected can also be used to create bespoke financial solutions specifically tailored to meet the needs of every customer. For banks and financial institutions, their most valuable sources of contextual customer data are their help desks and CRM (customer relationship management) tools.

While banks can use CRMs to track contact details, location, social media activity, and purchasing preferences of the customer, helpdesks or customer service software can be used to track their post-purchase interactions and their support requests.

Many help desk tools come with built-in analytics suites that can help you keep track of all your customer service KPIs without having to invest in another tool to track them. All information can then be used to piece together a 360-degree view of the customer.

Furthermore, these customer profiles can help you tailor your financial products, upsell, cross-sell, create targeted marketing campaigns, and even design loyalty programs/provide preferential customer service.

7 Examples of Excellent Customer Service in Banking

Technology is rapidly changing the way we work, communicate, and bank. Those who are steering the ship understand the importance of not only better meeting consumers where they are today but also planning ahead to proactively address new needs in the future. 

The below-mentioned financial service leaders are freeing up members of the team to deliver higher levels of service and tailor offers to make banking more personal. 

1. Navy Federal Credit Union – Delivering effective omnichannel experiences

Virginia-based Navy Federal Credit Union exclusively serves the military, veterans, and their families — a segment to which it promises “once a member, always a member.” 

Great customer service is important in delivering on this promise, and the Navy Federal Union realized that. 

“As a lender, it’s really important for us to be consistent in the member service experience” explained Prabha KC, a mortgage loan officer at the company. “If the members are overseas they can still access their loan information.” 

Offering self-service channels was one way the company sought to improve its service delivery, not only facilitating 24/7 support but also freeing up its member service representatives to do more added-value work on behalf of their members. 

As a result of the implementation, the number of self-service applications doubled and the time taken to submit an application decreased by 40%.

2. BOK Financial – Making banking more personal

Investing in personalization empowers banks to deliver the white glove service that customers are looking for. In fact, the majority 72% of customers say that personalization is highly important in financial services today. 

Oklahoma-based BOK Financial adopted strategies to help it meet consumer demand for an intuitive and personalized banking experience.

By running consumer loans and mortgage applications, the company is delivering a tailored experience and, as a result, has seen completion rates more than triple. Moreover, the majority of volume now comes through digital channels — in stark contrast to the previous 15%. 

3. Amarillo National Bank – Adapting and responding to new needs

When banking teams prioritize their customers’ needs and preferences, they can deliver better service, and they can achieve more impactful customer relationships as a result.

During the global pandemic, many lenders, including Texas-based Amarillo National Bank (ANB), searched for ways to continue closing loans remotely. The value of hybrid and electronic closing methods quickly became clear. 

“We knew we had to move forward with the hybrid closings so that our customers didn’t have to go into the title companies to close their loans,” Debbie Bigelow, senior vice president, recalled. They will continue to adopt innovations that allow them to succeed in a rapidly changing operating environment.

4. Chase Bank (USA)

Challenges: Chase Bank encountered serious issues in handling a high volume of customer inquiries and complaints.

Achievement: They invested in advanced customer service AI bots to meet consumer demand for intuitive and personalized service. These bots triage and resolve common queries quickly. This allowed human agents to focus on more complex issues.

Why it works: Chase Bank enhanced operational efficiency and significantly reduced wait times just by automating routine interactions. But what result did it bring? Customers appreciated the immediate responses from AI bots for simple queries, while more complicated matters received dedicated attention from human agents. This balance improved overall customer satisfaction.

5. DBS Bank (Singapore)

Challenges: Integrating automated digital banking solutions while maintaining personalized customer interactions.

Achievement: DBS Bank launched a comprehensive mobile banking app with AI-powered chatbots for instant support, meeting consumer demand for convenience and personalization. Proactive notifications keep customers informed about their account activities.

Why it works: Combining digital convenience with personalized service, DBS Bank effectively caters to diverse customer needs. The app’s user-friendly interface and real-time assistance made banking more accessible and efficient, while proactive communication helped build trust and prevent issues from escalating.

6. First Direct (UK)

Challenges: Differentiating in a competitive market with high expectations for service quality.

Achievement: First Direct established a 24/7 customer service model with well-trained staff empowered to make decisions, providing a personalized service experience. This met consumer demand for immediate and high-quality service.

Why it works: Customers highly value the immediate resolution of their issues and the personalized attention received. The 24/7 availability ensured that help was always accessible, enhancing overall satisfaction and fostering loyalty. Positive word-of-mouth about excellent service further strengthened First Direct’s reputation.

7. ING Bank (Netherlands)

Challenges: Balancing digital innovation with maintaining a human touch in customer interactions.

Achievement: ING Bank introduced “Voice of the Customer” initiatives to align services with consumer demand for personalization. Regular surveys, focus groups, and feedback loops allowed customers to share their experiences and suggestions.

Why it works: This approach ensured that ING Bank remained customer-centric, with services and products that truly met customer needs. Actively listening to and acting on customer feedback built strong rapport and trust. Continuous improvement based on real feedback fostered customer satisfaction and loyalty.

Wrapping Up: Customer Service is Banking is Paramount

The financial services landscape is in constant flux, with new trends and regulatory measures emerging almost every day. To ensure that your financial institution delivers the best customer experience possible, you need to keep your finger on the pulse of the industry and keep exploring strategies to improve customer service in banking.

It is recommended that banks must open for change and constantly look for ways to improve and embrace new technology. By listening to your customers and making smart investments in digital customer engagement tools, you can guarantee exceptional customer service at your bank or financial institute.

What will you do if you put yourself in customers’ shoes? Will you wait for a response or go to another shop? In this busy world, people like you and me expect instant gratification if you’re seeing a continuous fall in your business due to poor customer service and support. What will you do? Do you know what you need to leverage your faster? 

You just need a chatbot for your business to provide superfast customer support. It is needless to say a business chatbot can be a game-changer for your business. But, how? They provide 24/7 customer support, answering common questions and qualifying leads. Does this sound interesting? 

Let’s explore the key benefits of chatbots for businesses and customers and effective ways to use them. 

What is a Business Chatbot?

A business chatbot is a computer program designed to interact with customers through text or voice. It helps answer questions, provide support, or automate tasks like booking, ordering, or giving product information. It works 24/7, making customer service faster and more efficient.

Key Benefits of Chatbots for Businesses & Customers 

Looking for the best chatbot for business and customers to scale your support and customer satisfaction? Below, I am going to share the key benefits of chatbots. 

Chatbot for Business and Customers

Looking for the best chatbot for business and customers to scale your support? Below, I am going to share the key benefits of chatbots for businesses and customers. So that you can make an informed decision. 

Chatbot Benefit for Customers 

You cannot deny the fact that ineffective customer service can ruin your business. If you want to deliver top-notch customer service, an AI-powered chatbot can be the perfect solution for you. Let’s take a look at the key benefits of a chatbot your customer will get. 

1. 24/7 Availability

Nowadays customers demand instant service and an LLM-powered chatbot ensures support is always accessible. Customers can access assistance anytime, without waiting for business hours. Whether it’s checking order status, resolving basic queries, or accessing account details, chatbots ensure uninterrupted support, providing convenience and reliability.

For example, in banking, a customer can check account balances, inquire about loan rates, or even dispute transactions at any time. This round-the-clock availability not only increases customer satisfaction but also builds trust in the brand’s reliability.

2. Faster Response Times

Do you know that long wait times can drive customers away? So, how to respond faster?  Chatbots powered by LLMs eliminate delays by instantly providing accurate answers.

Chatbots offer instant solutions to queries, eliminating the frustration of long wait times. They deliver prompt assistance for everything from troubleshooting to answering frequently asked questions, enhancing the overall experience.

For instance, a telecom customer can quickly troubleshoot connectivity issues or activate services without navigating cumbersome IVR systems. Fast responses enhance the overall experience, reducing frustration and fostering positive customer perceptions.

3. Personalized Recommendations

By analyzing customer data and preferences, chatbots provide tailored suggestions, such as recommending products, services, or solutions that align with individual needs, creating a more relevant and engaging experience.

Large Language Model (LLM) chatbots analyze customer preferences and behavior to deliver hyper-relevant suggestions. In eCommerce, it could recommend items based on browsing history or previous purchases. This personalization not only enhances the customer journey but also drives higher engagement and conversion rates.

4. Multilingual Support

A business catering to a diverse audience must break language barriers, and an LLM-powered chatbot excels in this area. It allows customers to communicate in their preferred language. This inclusivity ensures smooth interactions, particularly for businesses catering to diverse or international audiences.

For instance, a telecom provider operating in multilingual regions can deliver the same level of service to English, Spanish, or Mandarin speakers.

5. Easy Access to Information

Customers often need quick answers without the hassle of navigating complex websites or apps. Chatbots simplify this by offering instant access to FAQs, account details, or product information. As a result, customers can quickly retrieve information such as policies, product details, or transaction updates without navigating through complex websites or waiting for human assistance.

This simplicity makes interactions seamless and efficient. This convenience reduces effort on the customer’s part, creating a smoother and more satisfying experience.

6. Seamless Query Resolution

Chatbots can address straightforward issues. They can guide customers through processes like returns, troubleshooting, or account updates, and seamlessly transfer them to human agents for more intricate concerns if needed. For example, in eCommerce, a chatbot can help customers initiate a return or refund. With the LLM natural language understanding, conversations feel human-like, ensuring the customer feels supported at every step.

7. Enhanced User Experience

Intuitive, conversational chatbots create a natural and friendly interaction for users. By understanding customer intent and responding empathetically, they make digital interactions smooth, enjoyable, and memorable. This proactive, empathetic interaction enhances user satisfaction and creates a memorable experience.

Chatbot Benefits for Business  

Looking for the reasons why you need a chatbot for your business? Even though there are tons of benefits of a chatbot to scale your customer support, now I am just going to share the top benefits you will get from a chatbot. 

1. Cost Savings on Customer Support

Chatbots reduce the need for extensive customer service teams by automating repetitive tasks, such as answering FAQs, booking appointments, or processing simple requests. This not only cuts costs but also reduces the burden on human agents. It allows them to focus on higher-value tasks like resolving complex issues or upselling services. Over time, businesses save significantly on recruitment, training, and operational expenses.

2. Increased Lead Generation

Chatbots act as proactive sales assistants, engaging visitors with personalized messages or offers. They can capture valuable information like email addresses, preferences, and purchase intent, which sales teams can use for follow-ups. By nurturing leads through tailored recommendations or reminders, chatbots help convert casual browsers into paying customers, effectively boosting conversion rates.

Here are examples:

• A banking chatbot engages with a user exploring mortgage options on the website. It asks for their income details and loan requirements, then offers to connect them with a mortgage specialist, collecting their contact information in the process.
• A telecom chatbot greets visitors on the website and suggests personalized data plans based on their usage habits. It collects their phone number and interest in specific plans for follow-up by the sales team.

3. Customer Engagement

With their ability to understand customer intent, chatbots ensure consistent and meaningful interactions. Whether it’s sending timely notifications about promotions, providing step-by-step support during transactions, or following up on unresolved issues, chatbots keep customers engaged and satisfied. This continuous interaction improves retention and drives customer lifetime value.

4. Scalability for High Query Volumes

Businesses often face challenges in managing spikes in customer inquiries, such as during product launches or holiday sales. In this case, a chatbot can handle thousands of queries simultaneously without compromising response quality and ensure a seamless experience even during high-traffic periods. This scalability not only prevents service bottlenecks but also enhances the brand’s reputation for reliability.

5. Improved Data Collection and Insights

Every interaction with a chatbot generates data that can be analyzed for valuable insights. For example, chatbots can identify common customer pain points, frequently asked questions, or emerging trends. Businesses can use this information to improve products, enhance marketing strategies, or optimize customer support workflows. The ability to gather and utilize real-time data gives businesses a competitive edge.

6. Enhanced Brand Loyalty

Consistently delivering high-quality support strengthens customer trust. Chatbots that resolve issues efficiently, provide accurate information, and maintain a professional tone contribute to a positive brand image. Customers are more likely to return to a brand they perceive as dependable.

7. Reduced Human Error in Support

Chatbots provide consistent,  and error-free responses to ensure customers receive accurate information every time. This reliability is especially important for industries where incorrect details could lead to financial losses or dissatisfaction. Automated systems reduce the risks associated with human oversight, improving service quality and operational efficiency.

• While processing returns, the chatbot retrieves correct order details and guides customers through the process seamlessly.
• A chatbot schedules appointments without double-booking, ensuring accurate time and patient details.

How to Use Chatbot for Business to Drive Maximum Results?

The chatbot helps businesses get more value for customers. They’re playing a notable role in skyrocketing customer service and support levels, marketing and sales, managing HR tasks, and collecting feedback. This is why they are the go-to resources in today’s business organizations. Most importantly, in addressing specific needs, time constructively, and grows proportionally to organizational requirements.

1. Product or Service Recommendation

Chatbots are awesome when it comes to making your shopping experience better! Powered by advanced language models (LLMs), these chatbots take personalization to the next level. They analyze your past purchases, browsing history, and preferences to give you highly tailored product or service recommendations.

For example, imagine you’re checking out an outfit in an online store. An LLM-powered chatbot not only suggests accessories that match perfectly but also provides styling tips, making your shopping experience more enjoyable and tailored to your taste. With these smart suggestions, you can discover new items, elevate your style, and make the most of your order.

Pro Tip:

You can analyze customer data like purchase history and browsing behavior to offer personalized product suggestions, making users happier and boosting sales.

2. Answer Common Questions

You know what’s handy? Business chatbots that can answer common questions in a flash. They’re like instant FAQ machines! Chatbots are amazing at providing quick responses to frequently asked questions. Besides, they take some of the load off human customer service agents and make sure you get the information you need promptly. 

They can help you with things like shipping policies, returns, store hours, and more. This means less waiting and more satisfaction for you. Plus, it frees up the human agents to deal with more complex issues that require a personal touch.

Pro Tip:

• It is always beneficial to develop a comprehensive knowledge base and link it with your chatbot to deliver quick and accurate answers to frequently asked questions.

3. Customer Support

When it comes to customer support, AI chatbots are undoubtedly top-notch. They’re always there to lend a helping hand and troubleshoot a wide range of issues. Whether you’re facing technical problems, need to make a return or exchange, or just want to know the status of your order. AI business chatbots are always ready to help you out. 

And if things get too tricky! They can even hand you off to a human agent who can take care of the problem. This tag team of AI and human support ensures that your issues are resolved quickly and efficiently. Most importantly, it ensures you have a smooth customer experience.

Pro Tip:

• You can use chatbots for initial troubleshooting and problem-solving, only escalating to human agents when necessary to enhance efficiency.

4. Marketing

Chatbots aren’t just good for customer service. They’re also marketing rockstars! They can engage with you in a personalized way and deliver targeted campaigns that hit the mark. For example, you’re getting messages about promotions, discounts, and special offers that are tailor-made for you. It’s like having your shopper! 

Chatbots can even gather valuable data on your preferences and behaviors. They help businesses refine their marketing strategies and create campaigns that speak to you. For example, if you abandon your shopping cart, a chatbot might slide into your DMs with a discount code to entice you to complete your purchase. Now that’s some clever marketing!

Pro Tip:

• You can send personalized marketing offers, promotions, and discounts based on user behavior and preferences.

5. Sales and Lead Generation

If you’re in the market for something, chatbots are your new best friend. They’re amazing at qualifying leads and guiding you through the sales process. They’ll ask you all the right questions to understand what you’re looking for and collect your contact information. Then they can give you all the juicy details about products and services. Also, address any concerns you have, and even offer incentives to seal the deal. 

Chatbots can even schedule appointments or follow-up calls with sales representatives. This means you get the attention you deserve. With chatbots, the sales process becomes smoother and more efficient. It helps businesses convert visitors like you into happy customers.

Pro Tip:

• You should create chatbots that qualify leads by asking relevant questions and collecting essential information before passing them to the sales team.

6. HRM Automation

Chatbots are like super helpful assistants that handle all sorts of administrative tasks in human resource management. They can do things like scheduling interviews, getting new employees up to speed, and answering any HR-related questions you might have. They’re like a one-stop shop for company policies, benefits, and procedures. This means the HR staff can focus on big-picture stuff. 

Plus, chatbots for businesses can even help with employee training and development by giving personalized learning modules and tracking progress. It’s a win-win situation that makes HR operations more efficient and gives employees quick and accurate answers.

Pro Tip:

• You can use chatbots to handle routine HR tasks such as scheduling interviews, onboarding new employees, and answering policy-related queries.

7. Route Chats

Chatbots are pretty smart when it comes to figuring out who can best help you with your questions. They can analyze what you’re saying in the chat and decide if it’s about sales, support, billing, or something else. Then they’ll send you to the right person or department. So, you don’t waste any time. 

This means your issues get resolved faster. You’ll be happier with the service overall. For the human agents, chat routing helps balance the workload. So, everyone can be more productive.

Pro Tip:

• Don’t forget to use AI-driven chat routing to direct customer inquiries to the right department or agent based on conversation context.

8. Gather Customer Feedback

AI business chatbots are great at getting feedback from customers. They can ask you to rate your experience, leave comments, and even give suggestions for improvement. This helps businesses know how satisfied their customers are and where they can make things even better. 

When businesses analyze all this feedback. They can make smarter decisions about their products, and services, and how to make customers happier. If you had a not-so-great experience. Chatbots can follow up and show that they’re committed to fixing any problems and making you happy.

Pro Tip:

• You can easily deploy chatbots for post-interaction surveys and feedback collection to help businesses gauge customer satisfaction and identify areas needing improvement.

10 Best Chatbots for Business Efficiency

For a business, it is a real struggle to satisfy its customers and support them whenever they need it. If you are a business owner it is a challenge for you to find the right tools. However, if you’re searching for the best AI-powered chatbot for businesses to upskill your customer service and support level, you’re on the right track. 

Here are the 10 best chatbots for business that are particularly designed for improving customer service and support. So, let’s dive in.

1. REVE Chat

REVE Chat provides a comprehensive set of tools that include live chat, video chat, and chatbots. You can use these tools to enhance customer support and boost sales conversion rates. Its AI-powered chatbots automate customer interactions while delivering personalized messages. This chatbot for business makes it easier for businesses to engage with their customers effectively.

Best for: Banking, Telecom, and eCommerce

• Offers a robust mix of LLM-powered chatbot, live chat, video chat, ticketing system, single inbox, and and more.
• Perfect for businesses aiming to enhance customer support and boost sales conversion rates with personalized interactions.

2. Chatfuel

Chatfuel is a well-known chatbot builder. This platform helps businesses create AI-driven chatbots for Facebook Messenger and other messaging platforms without needing any coding skills. With features like broadcasting, audience segmentation, and detailed analytics. You can engage your audience and optimize marketing efforts hassle-free.

Best for: Social Media Marketing and Audience Engagement

• Ideal for creating AI chatbots for platforms like Facebook Messenger.
• No coding skills are required, making it suitable for businesses focusing on social media marketing with features like audience segmentation and broadcasting.

3. Botsify

Botsify is an intuitive chatbot platform. It plays such an amazing role for businesses to create and deploy chatbots across multiple channels such as websites, Facebook Messenger, and WhatsApp. It comes with an easy-to-use interface, advanced natural language understanding capabilities, and supports integration with various third-party tools. If you are aiming to enhance customer interactions Botsify is an ideal solution.

Best for: Multi-Channel Customer Interactions

• Offers an intuitive interface and advanced natural language understanding for seamless customer interactions.

4. Drift

Drift is a powerful conversational marketing platform. Essentially, it is designed to help businesses generate leads, speed up sales cycles, and offer personalized customer experiences. You can simply use AI-powered chatbots for qualifying leads, scheduling meetings, and interacting with website visitors in real-time. Drift helps businesses to engage prospects at the right moment.

Best for Lead Generation and Conversational Marketing

• Tailored for businesses looking to generate leads, speed up sales cycles, and personalize customer engagement.
• Excels in qualifying leads and scheduling meetings in real-time.

5. Zendesk

Zendesk offers a robust suite of customer service and engagement tools. You’ll get a smart AI-powered chatbot that is personalized to automate support workflows. These chatbots handle common queries and route requests to the right agents efficiently. With Zendesk, you can create a unified customer support experience for better ROI.

Best for: Customer Support Automation

• Focused on automating support workflows and efficiently routing queries to agents.
• Ideal for businesses prioritizing a unified and ROI-driven customer support experience.

6. Intercom

Intercom provides a dynamic messaging platform for businesses to communicate with customers via live chat, email, and chatbots. Its AI-driven chatbots play a crucial role in qualifying leads, offering personalized recommendations, and resolving queries efficiently. This helps businesses maintain meaningful interactions with their customers across different communication channels.

Best for: Multi-Channel Communication and Lead Qualification

• Great for maintaining meaningful customer interactions across live chat, email, and chatbots.
• Helps businesses qualify leads and provide personalized recommendations effectively.

7. Tidio

Tidio delivers a versatile live chat and chatbot platform. This platform is designed for businesses looking to engage their website visitors actively. Its AI-enabled chatbots can handle FAQs, capture lead information, and even schedule appointments. 

This makes Tidio an invaluable tool for improving customer support and increasing conversion rates. If you want to take your business to a new height it can be a great alternative. 

Best for: Website Visitor Engagement and Conversion

• Excellent for businesses aiming to actively engage website visitors and improve customer support.
• Its AI chatbots can handle FAQs, capture leads, and schedule appointments.

8. Freshchat

Freshchat is a cutting-edge messaging software for business that wants to take their customer service to a new level. You can connect with customers through website chats, mobile apps, and social media channels. It uses AI-driven chatbots to automate conversations, qualify potential leads quickly, and provide tailored assistance based on the customer’s unique needs.

Best for: Advanced Customer Service Across Channels

• Ideal for businesses connecting with customers via website chats, mobile apps, and social media.
• Specializes in automating conversations and quickly qualifying leads with AI-driven chatbots.

9. Ada

Ada is a sophisticated customer support platform that plays a pivotal role in businesses engaging with their customer better. It lets businesses create and deploy chatbots effortlessly. These bots automate customer interactions on a large scale while resolving inquiries swiftly. Ada also offers customizable templates along with analytics for monitoring performance effectively.

Best for: Customer Support Automation

• Suitable for businesses needing customizable chatbots to automate interactions and resolve inquiries swiftly.
• Provides analytics for performance tracking.

10. Netomi

Netomi is an advanced AI customer service platform focused on utilizing machine learning (ML) to automate support processes. Its intelligent chatbots assist businesses in resolving issues more rapidly. You can offer personalized experiences that enhance customer satisfaction significantly.

Best for: Personalized Customer Service and Issue Resolution

• Focused on automating support with machine learning for faster issue resolution.
• Best for businesses looking to enhance customer satisfaction through personalized experiences.

Summary

Having a chatbot for business is a smart decision. Chatbots represent a multifunctional and profitable opportunity for companies of the present day. It is worth noting that different chatbot platforms have distinct features and capabilities.

When you choose the most suitable one for your business, you enjoy the following benefits; enhanced customer satisfaction, higher sales, and reduced expenses.

Ready to experience these benefits? Sign Up Now to enjoy a free trial of our chatbot solution and transform your business today!

Messaging helps them build trust and make people feel more comfortable about their brand. 

77% of consumers also agree that they are more likely to buy from a brand that they follow and engage with on social media.

Facebook Messenger chatbot automation is the present and the future. Absolutely no doubts!!

What’s next?

According to Facebook, there are currently more than 300,000 active bots on Messenger. And that 80% of businesses plan to use Facebook Messenger bots by 2024? Here is a Successful Facebook case studies to market your brand.

It’s really no surprise. 

Messenger bots are hugely valuable to businesses and can be programmed to perform all kinds of tasks — everything from customer support to building brand awareness and even acquiring new customers!  

What is a Messenger Chatbot?

A Facebook Messenger Chatbot is an Artificial Intelligence (AI) fueled system that can respond to customer queries instantly 24×7 sent to your business via direct message. The main aim of the bot is helping the users with the necessary support in seconds.

The Messenger chatbot uses text, images, videos and combinations to communicate, making it one of the most effective and efficient models. It also offers triggers that help define your customer needs and show them the pathways for getting the potential answers.

Building a FB Messenger bot needs to be programmed to understand the questions, provide answers and assist people when using this artificial intelligence. A Messenger bot will use the Messenger app from Facebook to communicate in live artificial intelligence-driven conversations, which you can set up for any part of your business and marketing.

Key Benefits of Using a Facebook Messenger Chatbot

Facebook introduced the functionality of chatbots that integrated with their Messenger app as a new Facebook feature in the year 2016. The first Facebook Messenger chatbot was used with the Marriott and Starwood Group to help guests.

Facebook Messenger chatbot is one of the fastest-growing and most effective ways businesses can connect with customers seamlessly. Chatbots are the newest, easiest and most efficient tools for a business to communicate with customers over social media platforms and websites. 

Chatbots are the finest example of conversational AI and human intelligence coming together to serve the customers.

• Engage customers where they are – Your audience is already using Messenger, and they expect to be able to interact with your brand there. FB Messenger has the third-most active users of any app, building Messenger chatbots can increase response rate, making it easier for people to get the information in real-time.
• Automate sales – 83% of consumers say they would shop for or buy products in messaging conversations. With the right script, a Messenger bot can make sales. Conversational commerce allows for personalized recommendations, lead qualification, and upselling.
• Save time for business and customers – Customers expect 24/7 availability, and they hate waiting on hold. Facebook Messenger chatbot answers the easy questions and saves time with instant answers to their questions.

Different Ways Facebook Messenger Chatbots are Transforming Business (With Examples)

Facebook Messenger bot help businesses to build automated answers for responding to messages from potential customers.

Facebook chatbot framework is designed to help businesses automate customer support operations, assist in marketing campaigns and much more through engaging text and media message formats. 

Let us discuss the different ways FB Messenger AI bots help businesses.

1. Connect with Users via Facebook Messenger AI Chatbot

Usually, customers do not like to engage with Messenger chatbots unless the welcome message is interesting. 

A renowned clothing company prAna keeps users interested by giving the prAna bot a casual, friendly tone. The type of language helps make shoppers feel welcome and establishes a connection with them.

The more they are comfortable conversing with the chatbot, they are more likely to stay engaged and possibly make a purchase.

PrAna’s Messenger chatbot uses emojis and word choice to achieve its light tone. 

Instead of greeting the customer with “Welcome” or “Hello,” The bot starts with an informal “Hi, friend!” to initiate a friendly conversation.

The chatbot maintains a perfect balance between informing the customer and holding a relaxed conversation with them.

The user learns about clothing and receives guidance on what to do next in a way that feels like speaking with a human rather than a bot.

2. Handle Customer Queries 24×7

Facebook Messenger has emerged as a great customer service channel. It is crucial for businesses to integrate it into their customer service strategies and automate conversations to stay ahead of the competition.

You should understand the significance of integrating AI-powered Messenger bots into your customer engagement strategy and leverage them to accelerate the growth of your business.

From responding to customer questions to sending automated content blasts, Messenger bots can be programmed to perform all kinds of complex tasks. 

Plus, because bots are “always on” customers don’t have to wait to get the answers they’re looking for!

Evernote uses Messenger chatbot to collect basic information from the customer so a support rep is able to reach out when they’re back online.

When a customer messages the company, a bot replies asking for their email address and their question and then tells them a customer service representative will respond soon.

By sending a message right away, the bot creates an immediate contact with the customer, assuring them that their message will be addressed on time. It also lets the customer know what information the business requires to address their concerns instantly.

3. Frictionless Purchasing Journey for Customers

No matter if you are a delivery service or not, Messenger chatbots are useful for guiding users through the ordering process. 

By deploying a chatbot to handle ordering relieves your employees for other priority tasks and enables customers to make purchases without having to wait for the team to be available.

The famous pizza delivery service Domino’s uses their chatbot to take customers through the entire ordering process. It gives them three choices to start off: Order, Track Order, or Customer Support.

When the user begins to order, it shows the pizza options, with an “Add to Order” button below every choice.

If the customer has placed a Domino’s chatbot order previously, the bot will ask if they would like to repeat the same order. With these features, a FB Messenger chatbot makes the ordering process simple, both for Domino’s and for the customer.

4. Guide Customers Faster with Recommendations

Do you want to guide customers toward making purchases through Messenger? 

It’s very easy – build a Facebook bot to learn about customers’ preferences and deliver personalized recommendations.

Here is a good example of the travel-fare aggregator Kayak, that provides flight and hotel recommendations based on user input.

When the user clicks “Get Started,” Kayak immediately prompts more information about their travel requirements to narrow down exactly what exactly they are looking for.

By clicking “More Options,” the customer is able to ask the bot questions directly, and it will provide the most relevant answers it finds.

The bot also uses previous conversations and search history to provide targeted, personalized recommendations.

Leveraging previous conversations and search history makes interacting with the bot much more streamlined. It will build trust and brand credibility and foster better overall relationships.

5. Automate Sales and Lead Generation

Chatbots for lead generation are one of the best tools that help marketers to connect and engage with their prospects 24×7 even when the sales team is busy or not available.

Facebook Messenger chatbot makes it easy for potential customers to connect with your business anywhere, anytime.

You can create simple lead generation flows for Messenger using Ads manager. The bot provides information that the user is looking for and recommends products to match with the needs.

Key ways a Messenger chatbot can increase sales and help your business grow

• Improve brand awareness – Use your bot to talk with people who might not be familiar with your company, but have similar interests with your brand. Offer these new prospects a lead magnet, such as an ebook, in exchange for their email address. 
• Deliver prompt support – You not only get a reasonable Facebook Messenger bot pricing but also expect to save time and answer common questions that come through to your customer service team, which will encourage customers to stick around. 
• Stimulate repeat sales – Messenger bots not only help make first-time sales, but they can also encourage repeat sales, too. Ask users for feedback about their satisfaction with the purchase they made. Also, send a discount coupon on their birthday. 
• Driving website traffic – Website is the main source where customers interact primarily and decide to stay or leave. Using your chatbot helps to share the link to your website homepage, latest blog post, or a product page.

6. Collect valuable customer feedback

By building a Facebook Messenger chatbot you can acquire insightful feedback from your customers that will help your business constructively.

For example, Surveybot allows you to send your customers surveys after the completion of a task—a purchase, conversation, a download, a registration, etc. 

The user is already in Messenger when they receive the request, and they can complete the survey without having to navigate to a new page or fill out a separate form.

Surveybot is that it doesn’t require any coding knowledge. It’s 100% plug-and-play. Once you create a survey with this bot, Surveybot will provide a link to share through Messenger with your customers.

Customers expect companies to communicate through their preferred channels  and Surveybot allows your company to easily accommodate that while collecting feedback immediately after the customer interacts with your company.

7. Easy scheduling of appointments

Does your business offer appointments or services that need to be scheduled? 

By using Messenger chatbots your business can empower your customers to schedule appointments right from the app on the go. 

Leveraging a booking bot enables customers to schedule appointments whenever they are online, without needing a customer service representative to be available.

For instance, the popular beauty brand Sephora, allows customers to schedule in-store service appointments, such as makeovers or facials, using the Messenger chatbot.

On choosing “Book A Service” triggers a series of questions from the bot to help customers select the location and services they wish to schedule. Finally, a scheduling pop-up lets customers select a time available at the desired store.

When the customer enters the time, Sephora pulls the name and email of the user from Facebook to finalize the appointment.

By using a chatbot, Sephora makes it easy for customers to book services. There is no need to call a store or hunt for a scheduling tool on the company’s website. It can all be done in just a few steps through Facebook.

Sephora witnessed an 11% increase in in-store booking conversion rates over any other channel when they introduced the scheduling bot.

How to Build a Facebook Messenger Chatbot With REVE Chat Platform

While most companies are moving on social media platforms to connect with customers, businesses that leverage chatbots on social media platforms hold the chance to enhance their customer experience.

Hence, it is essential to know how a Facebook Messenger bot is built over the best chatbot platform. REVE Chat offers a ready-to-use chatbot platform that allows brands to create customized bots with zero coding based on business needs. 

You can deploy chatbots in a short time frame, train the bots and measure their performance much quicker compared to a custom solution. It is ideal for enterprises or small businesses across different use cases like customer support, lead generation & sales, healthcare, banking & insurance to manage conversations in a hassle-free manner.

Creating Facebook Messenger chatbot with REVE Chat is a simple process. You need to follow simple steps for a chatbot for Facebook Messenger to work.

Here are the steps on how to build a Messenger chatbot successfully.

1. Sign up REVE Chat by clicking “Start 14 days free trial”.

2. Once you sign up successfully, the next step is to integrate the live chat to your desired web pages. You can copy the small code snippet and paste on the website. 

Check out “how to install REVE Chat” to your website to avoid any mistakes.

3.  Then comes the main part. You have customize your chat window that complements your business website by choosing, color, theme, customized welcome message and many more.

Explore more in our tutorial on “how to get started with REVE Chat” for more understanding.

4. Now to go Integrations -> Social Media Channels -> Connect Facebook Page. Your business FB page is successfully integrated with REVE Chat. 

You can easily manage all the conversations and comments in real time effectively under REVE Chat dashboard.

NOTE: Now as a business, if you think that you want to deliver 24×7 support, automate sales & lead generation, provide real time recommendations, schedule appointments, order food right from Facebook Messenger, you need to create a bot as per your use case and enable the channels you want your customers to reach you out.

5. For that first of all you have to create a bot by choosing ready to use templates or customize as per your need.

Refer to “how to build a chatbot” for creating a chatbot successfully.

6. Once the bot is created successfully, you have to set the profile that comprises various fields.

• BOT Name – You can name your bot for internal business purposes. Your customers won’t be able to see this name. For e.g. Sales or Customer Service bot.
• Display Name – You can give a name to your bot that matches your personality. For example, Eva or Zoe. This name is displayed to your customers and makes them feel that they are interacting with the human agents.
• Tagline – You can set a designation of the chatbot, which can also be displayed to visitors and customers.
• BOT Avatar –  You can personalize your bot by choosing an avatar from the gallery or upload of your choice. 
• Enable Channels –  REVE Chat offers two channels for bot communication. (i) Website (ii) Facebook (iii) WhatsApp (iv) Viber . You can choose your preferred channel to deploy the chatbot for 24×7 assistance.  
• Bot Accuracy Levels – Here you need to select the query matching the accuracy level in percentage.
• Set Priority of Bot and Human Agent – You can choose from the three options to set the priority of bot and human agent for seamless communication.
• Set Triggers – REVE Chat offers four main triggers with sub-options. Based on the trigger you select, the chatbot will initiate conversations.

7. Once you set the bot avatar, you need to enable the channels that are relevant for your business. Enable Facebook Messenger here. That’s it!

You are done!

Isn’t simple to deploy a chatbot on Facebook Messenger. 

Now you can customize the welcome message to your preferences.

That’s literally it.

You can then test the welcome message directly in Messenger once you have customized it.

The entire process takes about five minutes, start to finish.

Once you are in, you can explore the full range of advanced chatbot features offered by REVE Chat. They are as follows:

Advanced REVE Chat Features

• Visual Flow builder: Create your bot flow with the help of nodes and actions like text, image, carousel. Also set triggers as per the use case with no coding efforts and give a cute bot name. 
• FAQs: Train your bot regularly by creating FAQs. It allows the bot to identify the user intent and have effective communication with the users. 
• Human handover: You can set a live chat takeover in case the user asks a complex query that the bot is not able to answer.  
• Sentiment analysis: Understand your customer emotions and respond more accurately to deliver higher customer satisfaction. The feature trains the bot to nullify such responses and focus on the business objectives.
• Fallback option: There are multiple fallback options such as triggers, surveys to have a seamless conversation if the bot is not able to respond.
• Bulk Machine Learning (ML) Training: Import your own data in bulk to train your chatbot and improve the overall accuracy.
• Data Sanitization: Convert your unstructured data into a structured one so that chatbots can deliver accurate responses. 
• Bot Analytics: Additional report to understand the leads generated by bots and its time trend.

The chatbot platform is available at $44 per month with any of the plans. 

You can login to your account or sign up for 14 days free trial to test drive REVE Chatbot platform. 

For any custom chatbot solution, you can request a quote by contacting at sales@revechat.com. Also check out the latest chatbot pricing and plans to choose the right one for your business.

Automated Facebook Comment Management

Facebook is one of the leading messaging platforms preferred by both consumers and businesses. Hence, Facebook is a key channel to be included by businesses for conversational marketing and helps in achieving higher business growth. 

Furthermore, automated Facebook comment management comes into play here.

REVE Chat helps businesses to use Facebook as a channel to manage FB accounts directly. Deploying a chatbot for Messenger will help in managing Facebook comments effectively by responding instantly 24×7 even when the support team is not available.

Handling all the conversations and comments in real time will enable businesses to deliver a consistent experience. 

By integrating your Facebook messaging with the customer engagement tool, you can connect to multiple channels and manage your FB account directly. 

Key benefits of automating Facebook comments

• You can automate handling of Facebook comments & messages and the complex issues can be handed over to the right team member. It will improve your team productivity. 
• The fb Messenger bot will track your conversations across Facebook comments & Messenger in real time so that you don’t lose your customers.
• You can measure your Messenger bot performance with chatbot analytics and reporting. Gain better insights into how the conversations are managed by your bot and the areas of improvement.

Tips for Using Facebook Messenger Bots

So made up your mind to leverage Messenger bots to improve customer engagement and increase conversions?

Superb!

Here are a few tips that can help you build your own Messenger bot and use it to grow your business:

• Outline your expectations from the Messenger bot. What do you want the bot to do?
• Personalize conversations. You should avoid too much text in bot conversations and use emojis.
• Test, update, and optimize conversations on a regular basis to deliver a great customer experience.
• Always have a human handover option to handle complex issues that bot fails to answer.
• Keep evolving your Messenger bot continuously by identifying your strengths and weaknesses.

Develop Instant Connections with Facebook Messenger Chatbot

Actually, there are so many ways you can use Messenger chatbots to engage with customers.

Just to mention a few – you could use them to promote surveys, collect customer orders, or guide customers through purchase journey significantly.

Use Messenger chatbots to create faster and long lasting customer relationships, even when your team is busy or not available.

Choose REVE Chatbot platform to build your FB Messenger chatbot and serve to make customers feel heard and assure them that your company is not ignoring their Facebook messages. Sign in with REVE Chat today!