Chatbots are one of the most powerful and versatile customer service technologies available. They can handle a wide variety of customer requests, reducing contact centre operating costs, freeing human agents to focus on more pressing work, and improving the quality of your customer service provision. In this article, we demonstrate the technology's adaptability by detailing 13 different enquiry types best answered by Chatbots. \tEvent information and responses Event management is a tricky and time-consuming process, particularly if you expect a lot of attendees. In the age of the webinar, online conference and digital retreat, where a theoretically unlimited number of people can sign up for and attend an event, the number of enquiries you have to handle can quickly become overwhelming. And that is where your Chatbot steps in. Chatbots are particularly suited to this type of enquiry because they typically involve simple transactions and information retrieval requests. For instance, a Chatbot can assist with the following: \tBooking event tickets \tProviding information about the venue, location or how to access the event online \tDetails of the speakers, activities and timings \tInformation regarding accommodation and transport for in-person events \tRSVPs. https://www.inform-comms.com/wp-content/uploads/2023/04/Event-information-and-responses.jpg \tAccount information retrieval Account management and password retrieval are time-consuming tasks that are easily automated. Chatbots facilitate this by providing a conversational interface in which you can integrate authentication protocols. It is beneficial for two key reasons. First, users have had it (rightly) drilled into them that they need to be careful about account security. The conversational nature of a Chatbot interaction is reassuring. It ensures the user trusts the process and is willing to continue. Second, Chatbots can direct the conversation to maximise the likelihood of successful automation. If one password retrieval method fails, they can attempt another. This increases the probability of successful enquiry automation. \tBooking appointments There is and always will be a place for face-to-face customer service interactions. In fact, one of Chatbot technology’s key strengths is the ability to transition quickly and seamlessly to a human agent should the customer request or require such an interaction. But there is also a place for Chatbots in facilitating face-to-face customer service interactions. Chatbots can help book and organise appointments, reducing the administrative workload for human staff. Typically, appointment requests involve relatively few data points and little complex information. With this in mind, local government departments, such as Registrars and Environmental Services teams, healthcare teams and a wide range of other face-to-face services can benefit from Chatbot-managed appointment scheduling. https://www.inform-comms.com/wp-content/uploads/2023/04/Booking-appointments.jpg \tPaying a bill or tax Digital appointment booking is not the only way local government teams can leverage Chatbots. They can also put the technology to work processing key transactions, such as council tax and business rates payments. Alternatively, in the private sector, they can facilitate bill payments to energy or utility companies. Though many people are happy to make online payments without help from a Chatbot, a significant number still find it confusing or need help doing so. Chatbots provide that guidance in an easy, intuitive and trustworthy manner. \tCustomer feedback and questionnaires Chatbots can easily handle customer feedback, questionnaires and even complaints. They provide organisations with a quick, simple way of learning what customers think of their products and services and how they can improve. From simple mark-out-of-five scoring systems to more detailed qualitative feedback, Chatbots will collect, organise and analyse the required information. They can even act as an early warning system, alerting organisations to potential issues with their service or products. However, you must always ensure customers have a clear means of contacting a human agent. Especially when it comes to complaints. Though there is nothing wrong with giving customers the option to complain via Chatbot, many will want to speak to a human representative. They will not feel you have taken the issue seriously unless they do. https://www.inform-comms.com/wp-content/uploads/2023/04/Customer-feedback-and-questionnaires.jpglearn about Inform's Customer Survey service \tCheck inventory and reserve items Most businesses now utilise some form of Product Information Management or digital inventory system. Typically, these systems integrate with other business systems and organisations can connect various tools to leverage the data stored within these databases. Chatbots are an excellent example. By integrating with your PIM, your Chatbot can handle stock and inventory requests from both employees and customers. Customers can also use the Chatbot to reserve items or request a transfer to a different store for collection. \tFind the correct online forms Finding the online resources you need is not always easy. Many websites are sprawling depositories for a vast accumulation of documents, forms and articles. Navigational Chatbots help customers find exactly what they are looking for, without the frustration of an extensive search. This is particularly useful for local authorities hoping to help customers find the online forms they need without resorting to the phone. For instance, if an individual is applying for certain local authority benefits, a Chatbot can provide links to all the forms they will need to complete. https://www.inform-comms.com/wp-content/uploads/2022/12/self-serve-as-a-solution-for-adult-social-care-departments-3.jpgfind out about our Navigational Chatbot \tExchange and return requests Returning unwanted or damaged items is common practice in the age of e-commerce. Nowhere is this more relevant than in the fashion and retail sectors. Without the ability to see or try an item in-person, consumers often have to send back garments because they are not quite what they imagined or do not fit. Chatbots can provide customers with all the information they need to organise a return, while automating the return process on the business side. This ensures returns are an almost entirely hands-off process. \tHelp users navigate a website We have already discussed how Chatbots can help users find online forms and applications. But they can go further. They can also assist with more general website navigation. Chatbots are more than capable guides. In the future, we expect to see more sites relying on conversational AI to help users locate everything they need. This is highly valuable when you consider the average internet user’s attention span is just eight seconds (TowerMarketing). If it is not immediately obvious where a user has to go or what they need to do, they will not spend much time searching. Instead, they will pick up the phone. Chatbots prevent this by popping up on the homepage and providing users with automated assistance. https://www.inform-comms.com/wp-content/uploads/2023/03/Ensure-your-forms-are-integrated.jpg \tOut-of-hours enquiries Not everyone can make enquiries during traditional office hours. Many people are restricted by their work schedules and cannot find the time to place a call when the contact centre is open. Fortunately, Chatbots can help. Designed to provide 24/7 accessibility, Chatbots are an excellent around-the-clock contact channel that allows customers to interact with an organisation at a time and place of their choosing. It is far more convenient for individuals and results in improved customer satisfaction and reduced queues and waiting times during busy periods, such as Monday mornings. \tCustomer onboarding With many products and services (especially digital software, platforms and services), organisations need to onboard their customers. This process involves providing instructions, information or training that helps users understand the product and extract maximum value from it. While complex onboarding processes may require some human intervention, you can delegate more straightforward processes to a Chatbot. This is effective when used in combination with human-led live chat. The Chatbot handles the core onboarding process, but customers can access assistance from the human agent if required. https://www.inform-comms.com/wp-content/uploads/2023/04/Customer-onboarding.jpg \tRequest product specifications In some instances, companies stock a wide range of product variations. This is particularly prevalent in the B2B sector, where the same item can be sold in several different sizes, colours and finishes. Such variety can often confuse customers, leaving them unable to purchase due to a lack of information or uncertainty. Companies can deploy Chatbots to provide clarity in these situations. Utilising a simple conversation tree, the Chatbot can walk the customer through the selection process, ensuring every variable is correct and providing clear and detailed product information. \tTrack shipping information Logistics and shipping can consume significant resources. Many customer service teams are put under significant strain by the sheer number of shipping information requests they receive. In most cases, the solution is to point the customer towards the logistics company responsible for delivery. Chatbots relieve this pressure by automating delivery tracking and shipping information requests. For logistics companies, this is a game changer. For regular businesses shipping products to customers, Chatbots can often be designed to interact directly with a shipping service's tracking system. This allows customers to access delivery information via your site and prevents a large number of telephony enquiries. https://www.inform-comms.com/wp-content/uploads/2023/04/Track-shipping-information.jpg What next? As you can see, Chatbots can handle a remarkable array of enquiry types and are a fantastically versatile customer service tool. We strongly believe they are one of the most powerful automation tools available to organisations in both the public and private sectors. At Inform, our Chatbots are purpose-built and tailored to our customers’ needs, ensuring they fulfil specific functions and their value is maximised. Our expert team have been providing customer self-service solutions for over 30 years. Call us on 01344 595800 or drop us a line to find out more.