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The value of unanswered customer questions
Every calling cliënt costs about €15 on average. Therefore most companies consider their customer service as a rather expensive cost item.
It isn’t so surprising that the customer service is well hidden on most websites. As a result of this only 10% of the questions and problems reach the customer service.
Invest, and dive deeper than 10%
If you want to win or maintain a market, you have to invest more in the satisfaction of your clients. The value of the bottom of the iceberg is huge. Automating your customer service is crucial for this. A chatbot lowers the threshold. You can become proactive and you can help many more customers and make them happy.
By adding emotion and empathy, customers experience the virtual conversation as positive. A real dialogue arises, where cross- and upselling is possible.
A chatbot lowers the threshold. You can become proactive and you can help many more customers and make them happy.
Doing nothing is not an option
I firmly believe that chatbots are the future. In three years, the chatbot will handle 80% of all customer inquiries independently. Those who don’t want to miss the boat must get a move on. After all, it takes several years to implement a detailed chatbot – including empathy and emotion – and to explore the entire iceberg of customer questions. With the same number of employees, you can then handle a multitude of questions.
Doing nothing is not an option in the current transparent world, where the opinion of your customers determines the value of your company. You can read about the consequences of chatbots for your current customer service agents in our next blog.