If your salespeople or support staff communicate with leads or customers via Twitter, Facebook, Instagram, WhatsApp, or other social media platforms, they're likely to have many tabs and windows open at all times, leaving your team vulnerable to forgetting to answer to a customer. Some third-party chatbot providers integrate with popular messaging systems, allowing your team to handle all customer and visitor contact from a single interface.
There are some consumer situations that require a human touch, and others that do not. Spending time addressing routine queries takes time away from dealing with more difficult situations that require a human touch. There are a few factors to consider while deciding whether or not a chatbot could assist with simple enquiries. To begin, how much time does your support team devote to frequently asked questions? Consider this: how much time does your staff spend rerouting enquiries to multiple departments? Chatbots can aid with rerouting by identifying language in customer enquiries and routing them to the appropriate team within your organization.