Currently, it is common to enter some site and a window goes up, in the lower right corner of the screen, with the message “Can I help with something?”. It is a chatbot, also known as a virtual assistant, a solution found for companies to bring more agility to customer service.
They have become increasingly popular and today we already have chatbots for banks and other financial institutions. But what are the exact advantages of implementing these tools? That’s what we’ll find out with this post. For this, we chose some of these benefits. Check!
Agility in service
With the ease of finding new product options, provided by the popularization of high-speed internet connection, customers have prioritized efficiency and agility when interacting with financial institutions.
In this contact, they seek a faster service, unlike that tedious interaction of phone calls. The use of customer support chatbots unites the best of both worlds: agility and that feeling of having your questions answered completely.
This is because the call occurs in real-time, unlike what happens in an email conversation. Thus, multiple questions can be discussed in a short time.
Uninterrupted operation
Chatbots can operate 24 hours a day, 7 days a week. So it doesn’t matter if the request is made on Monday morning or Saturday night: they’ll be there to serve consumers.
If the customer has a more complete question to discuss, the chatbot will register that request and a collaborator will contact them as soon as possible.
Optimized service capacity
Traditional service teams have some limitations, especially at exceptional times —such as the coronavirus pandemic itself, which has caused many companies to reduce the number of active employees. In addition, peak times also make fewer people available.
With Covid-19, there was a significant change in this type of relationship. That’s because the number of chatbot conversations grew 100% in the countries covered in an Inbenta survey. These include Brazil, the United States, China, Japan, and some European nations.
Thus, in times of global uncertainty, it is common for companies to have areas, financial institutions, banks, and travel agencies receive an abnormal number of calls. To meet all this demand in an agile way, chatbots have emerged as a high-level option.
In addition, it is important to highlight that they are also important in sectors that suffer from the reduction of working hours, especially in the care team. Chatbots are the solution for companies not to sacrifice all their operational efficiency.
Personalized service
Some banks have more sophisticated chatbots (such as the Original, the eponymous bank), which integrate with the institution’s security system and can provide customer account information, such as balance and statements.
This makes the service, even using an automated solution, become personalized, offering vital information to the customer. In addition, chatbots themselves can gather valuable information to offer services and products that have to do with that user’s profile.
This offer can be made in a more user-friendly context—when the customer accesses the service to discover some information. This type of contact is much more subtle than undesirable phone calls.
Simple doubt solution
If we mentioned that chatbots are able to solve only simple questions, this functionality wouldn’t be enough to impress, right? But this question goes well: in addition to answering recurring questions, they are also able to transfer care to employees in the flesh.
This occurs when the person who makes the contact has a more complex doubt, which requires an in-depth analysis to deal with particularities. In this way, the chatbot can serve as the “gateway” for the consumer, transferring the service in an agile way.
Only this practice already generates a competitive advantage for the company. Because employees will be free to answer simple questions, they can be allocated in other areas of the institution —generating more productivity and a wider range of services for the bank.
Production of strategic data
As high-level digital solutions, chatbots can also collect detailed information about users.
With these records in hand, employees can use the information and transform it into relevant knowledge for the institution, developing more personalized service, according to the target audience.
Ease compared to traditional apps
Chatbots also often offer greater ease of interaction compared to traditional applications. Old people still have difficulty manipulating apps, for example.
The chatbot is much more intuitive since just type your message in the indicated field and start the contact. No need for download and constant updates to keep the program optimized.
Increased customer satisfaction
Finally, virtual assistants enable the company to expand its digital presence across multiple communication channels. In this way, it is positioned where customers already are and where they want to be served.
This is exemplified by the use of chatbots on social networks. It is quite common to find them in profiles of banks on Facebook, on the respective pages of institutions. They are fed based on users’ most recurring questions and requests.
Thus, when searching the company page on the social network and entering any questions that are already properly registered in the system, the answer is immediate. This ease and ability to be in various places (on Facebook and on the company’s own website, among others) increases the possibilities of engagement and increases the customer’s own satisfaction with the brand.
Do you understand how bank chatbots are able to optimize all customer service work, complement your employee team, and even release them for more challenging jobs? After all, the simplest questions can be answered by the machines themselves. This creates more time for employees to work on other strategies.
Did you like the article and are interested in the possibility of having a personalized chatbot? So enjoy the visit and contact us to learn more!
