Chatbots enable personal Counseling despite Anonymity

\n

6. Betriebsferien-Chatbot

\n

Auch wenn du in den Betriebsferien bist und nicht die Möglichkeit hast, innert kurzer Frist zu antworten, kann ein Chatbot deine Ferienvertretung übernehmen und Tag und Nacht für dich die Stellung halten.

\n

Der Chatbot kann während deiner Abwesenheit potenzielle Kunden beraten, Termine vereinbaren und Kontaktdaten sammeln. Kommst du dann aus den Weihnachtsferien zurück, erwartet dich eine zweite Bescherung an potenziellen Neukunden!

\n

 

\n

 

\n

 

\n

 

\n

 

\n

Viele KMUs oder Agenturen nutzen die Zeit über Weihnachten und Neujahr, um eine kleine Pause einzulegen. Viele Kunden oder Lieferanten sind während dieser Zeit ebenfalls in den Weihnachtsferien oder haben zumindest die Produktion reduziert. Dennoch nutzen potenzielle Kunden die ruhigen Tage zur Online-Recherche und gelangen auf deine Website.

\n

 

\n

Das sind 6 Ideen, wie du den Chatbot als saisonalen digitalen Kontaktkanal einsetzen kannst. Starte noch heute mit deinem Chatbot – die Erstellung und Integration in deine Website sind super einfach.

\n

Innert weniger Stunden ist dein Weihnachts-Bot live!

\n"},"deleted_at":1616055530598,"id":"post_body","label":"Blog Content","name":"post_body","type":"rich_text"},"read_time":{"body":{"value":"4"},"child_css":{},"css":{},"id":"read_time","name":"read_time","order":0,"smart_type":null,"styles":{},"type":"text"}}});
How-to · Veröffentlicht am 7.9.2021

Imagine you could easily resolve unpleasant situations or get helpful advice at any time, and even do so anonymously. For example, you are not satisfied with the last service provided by a company and would like to report this immediately to customer service? Or you don't really want to accept a purchase offer and can't manage to reject it in a personal conversation? Or perhaps you are uncomfortable asking an expert certain questions in person?

If you are a human and not a robot, you have probably experienced a similar situation.

With the rapid advance of digitization, a change in communication is also taking place. This change has an ultimate impact on customer needs and calls for new interaction options. How do companies succeed in providing optimal offerings in this respect in order to satisfy the new needs of their customers?

Digitization boost

The Corona crisis accelerated digitization in Switzerland very strongly last year. For example, the number of laptop users in Switzerland grew by half a million (Werbewoche, 2020). Currently, the majority of people work from home, and private activities such as online shopping or concluding contracts are also increasingly being carried out via the Internet. Thanks to this enormous digitization push, space is constantly being created for new media and technologies. As new communication tools are used, customer expectations also change; accordingly, these must be continuously researched and analyzed.

To remain competitive, however, it is not enough to simply research customer needs; rather, companies should put themselves in the customers' shoes and thus change their perspective to understand in detail what they really want.

This is the only way they can best align and optimize their own operational and strategic measures. Human behavioral psychology also shows us that it is not always so easy to obtain honest customer opinions. Possible reasons for this are often time pressure, lack of courage or convenience. With increasing Internet use, the way customers want to communicate is changing; for example, the ability to access advice at any time is taken for granted.

This affects companies in all industries and of all sizes, which is why companies need to be prepared for it and provide their customers with new communication channels. Especially in unpleasant or difficult situations, people like to seek professional help. The idea of keeping the consulting dialog anonymous has several advantages for the person seeking advice as well as for the consulting company.

 

Anonymity is increasingly valued

More and more companies are adapting to the change in communication and changing customer needs. Various industries are venturing the step from offering traditional consulting services to online support. Especially counseling-intensive areas such as health care, psychological institutions, but also service companies benefit greatly from digital customer interactions. For example, digital chat offerings already exist at counseling centers for young people with psychological problems, whereby those seeking advice can remain anonymous. Aids-Hilfe Schweiz also uses a chatbot that offers anonymous counseling for the prevention of HIV and AIDS. Thanks to high data protection standards, a secure and anonymous exchange of sensitive data is possible. You can learn more about this topic from our Wall of Bots story. 

Particularly when it comes to sensitive topics such as illness, addiction or money problems, anonymity is an important criterion for those affected, making it easier for them to open up to the other person. They are given the chance to get an expert opinion on an unpleasant topic. This anonymity makes customer dialog more uninhibited and uncomplicated. Accordingly, the course of the conversation is also more honest and uninfluenced.

 

Chatbots support in consulting

Chatbots provide an ideal basis for a better customer experience. In this synchronous interaction method, the incorporation of social signals (e.g., smile, speech style, or response speed) is also very important in order to be able to build an emotional bond with advice seekers (Gnewuch U., Feine J., Morana S., Maedche A., 2020). Customers are free to decide when and how they want to respond to the chatbot, and the conversation only ends when they terminate it themselves. This also means that customers no longer have to wait on hold at a switchboard, but can start a consultation immediately around the clock.

While customers turn to the chatbot for standard questions, employees can concentrate more on their operational business. It is important here that the chatbot notices at what point a personal consultation would make more sense and that it can communicate this immediately to the person responsible so that a live chat could be started. The chatbot asks the user in advance for his consent to switch to live chat. Chief Product Evangelist of LivePerson, Fischaleck (2019), emphasizes in KMU Magazin that chatbots transform or change the entire customer service and work structure of a company.

With the introduction of chatbots, employees are given more responsibility and their skills are increasingly developing in the direction of optimizing artificial intelligence.

Digital helpers make the daily work of employees considerably easier. A relevant side effect of a chatbot is that service quality is not diminished by digital advice, but perfectly complemented. Customers receive the best possible solution to their problem and are directed by the chatbot to a contact person or information source. Chatbots will continue to be in high demand in various industries in the future and already show great potential for consulting-intensive companies that want to provide their customers with the desired anonymity...

Want to know more about Chatbots?

Super easy! Just throw your email below and we will contact you as soon as possible with great insights.