Communicating with customers efficiently is more important than ever, especially in a sector like logistics, which is experiencing turbulent times due to rising fuel prices. Thanks to the rise of eCommerce, the industry generated 2.3 billion in revenues in 2021, 24% more than the previous year. One of the significant challenges it faces is the last mile, representing up to 40% of total logistics costs. This is where the companies in the sector have to be closer to their customers, offering them quick and simple forms of communication in the event of any questions or problems.

Digitization and automation of logistics processes allow the logistics sector to respond effectively and scalably to changes in market needs. One of the technologies that facilitate this process is chatbots. Through a chat interface, programs simulate fundamental interactions with users, driven by rules and artificial intelligence (AI). we points out eight reasons to bet on a chatbot in the logistics sector as support in that last mile:

• Save costs and time: Implementing chatbots is an investment that will help optimize customer service costs over time by reducing employee hires, which require additional infrastructure, training, and salary expenses. Chatbots act as a first line of defense and make it easy to resolve common customer support issues by routing only the most complex matters to agents, saving both the customer and the business time.
• 24/7 customer service: During the lockdown and in the current situation, the logistics sector had to continue providing a highly available service. A chatbot allows you to optimize the number of staff needed to work during difficult times such as nights, weekends, and holidays.
• Multilingual service: For those companies in the logistics sector that operate internationally, a chatbot allows conversations to be held in different languages, thus facilitating customer service outside.
• It is scalable: If the company is expanding rapidly, chatbots can scale your customer service efforts efficiently, handle millions of inquiries, and save investment in training new employees and infrastructure.
• It allows personalizing the customer experience: The interaction with a chatbot is becoming less robotic since they are programmed to learn on the fly and offer the most satisfactory experience possible.
• Collect crucial information: The implementation of a chatbot allows you to collect information about the logistics company’s service through surveys, allowing you to identify where changes are necessary.
• Reduce human error: Automating predefined responses helps reduce human error by providing approved answers for customer interactions. Online chat can create problems if workers offer inaccurate information about products or services, which a chatbot would not.
• Its multi-channel: Besides adding chat features to a website, a logistics company can get permission from its customers to chat with them on apps they’re already using and are more comfortable with, like WhatsApp or Facebook Messenger. Communicating in apps that customers are familiar with brings comfort and trust to their chatbot interactions.

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How to combine good customer service oriented from any company or SME with this growth in online consumption? The answer is simple: turn to new technologies such as chatbots, transforming how companies communicate with their customers.

“Designing an experience on your website where the user is directed to forms so that they leave their data and be contacted when the corresponding person wants and can is not what the user is looking for or expecting the consumer today”.

Turn to new technologies such as chatbots, which are transforming the way companies communicate with their customers. Proof of this is that the interaction of people with chatbots has increased by up to 87% during confinement. This trend has continued subsequently. SMEs and entrepreneurs are beginning to apply in their businesses. That is that chatbots are the best allies of companies in this new scenario, generating trust and security for the client.

Generate good experiences. What the user expects is to enter a website and contact immediately to start a conversation that resolves their concerns. There are mainly two options, according to Bluecaribu, live chat or live chat, chat that is manual and that a person should be answering each user interaction; or a chatbot or chat robot, based on automating interactions and where the user converses with a machine.

In the latter, companies that do not have the resources to dedicate someone full time to attend the chat should think about this possibility to generate the user’s experience. This is the most viable option for SMEs and entrepreneurs because it channels information and allows the distribution of functions to the right person.

Optimize contact management. Users do not buy when the company wants, but at any time and on any day. A study ensures that 64% of customers prefer to have their doubts or problems solved by chat before calling customer service. In this sense, the manager of Bluecaribu points out, “if a potential client with whom you dream of working visits the web on a Sunday, but, at that moment, the chat is inactive, or the client himself is not encouraged to fill out the form; we would probably regret having missed this opportunity.”

This situation could be solved if, during the visit, you see an available chat that greets you and starts a conversation that ends with all the data of that person in the inbox of the right person so that they can contact them on Monday morning. The panorama changes a lot, especially if it is an SME or a startup that does not lose a high-value lead.

On the other hand, the use of the chatbot also facilitates the qualification of potential clients before even being referred to the commercial area. “If a business only serves medium and large clients and, in the conversation, a question is included with the number of employees the company has. Depending on the number of employees, the conversation can continue asking for contact details or politely telling them that you cannot attend them”. It should be noted that chatbots can be customized with questions about geographic location, budget, company size, interest in scheduling a meeting, or any other relevant criteria.

Another advantage of chatbots is that they allow integration with a CRM or other management tools. they emphasize that “it is very important that, when data is captured, it is sent to the tools used for commercial or support management, depending on the case. In this way, the bots will be integrated with the existing flows in the company, and nothing will be lost”.

Finally, today’s chatbots are accessible to all companies and, more importantly, to all their staff since they do not require technical knowledge. Although a priori it may seem that these are technologies only available to developers, the reality is that today there are platforms that allow you to create your chatbot, customize it and install it in a matter of minutes.

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Around 80% of companies hope to use chatbots on their websites by the end of 2021. But the volume of interactions does not necessarily indicate that they are successful: many users find chatbots fun and ultimately not always helpful.

Indeed, if they are misused, chatbots can degrade the user experience on your site, make it confusing, or even damage your business’s reputation. So here is some information on chatbots: their advantages, disadvantages, how to use them, and other things that can help you decide to implement them on your site.

What Is A Chatbot

Typically defined as computer software or a system that mimics human conversation, a chatbot is an artificial intelligence (AI) system that prompts the consumer to interact with them in a certain way. In general, these automated bots are active on apps, live chats, emails, or text messages and are intended to improve consumers’ customer service experience.

Although these bots are continually evolving, their purpose has remained the same. On web pages, these virtual assistants are useful for interacting directly with site visitors and gathering both information and new leads. On Facebook, they are used in the same way, especially in company profiles.

Also Read: How have live chatbots turned beneficial for online businesses?

What Types Of Chatbots Are There

From relatively simple to very complex, all chatbots are broadly classified into two types. Let’s see what they are and what are their characteristics.

Simple And Scripted Chatbots

Simple chatbots are usually programmed to respond to keywords. The great thing about simple chatbots is that they can be helpful, even if it’s at a fundamental level. More specifically, they can provide limited assistance strictly related to the recognition of a keyword, entered by the user, which generally seeks precise answers.

This means that simple chatbots probably won’t help customers on a deeper level unless particular words or phrases indexed by their systems are addressed. Many brands and companies are gradually converting to the use of intelligent chatbots, moving away from the simpler ones, to improve their customers’ experience.

Smart Chatbots (Learning Bots)

Smart chatbots use artificial intelligence to answer queries, not keywords by replicating them using predefined formulas. Recording customer conversations helps improve their processing and response capabilities, allowing bots to get smarter. This type of AI will continue to be more and more effective as these technologies evolve.

This type of technology requires a certain level of skills around artificial intelligence and natural language processing, to be implemented on a website. Whether you prefer to work with freelancers or a specialist company, developing a bespoke virtual assistant takes development. You will find many specialist freelancers on the Fiverr platform. If you are looking for a turnkey project, multiple web agencies can also meet your needs.

Why Use A Chatbot On Your Site

More and more brands and large companies are using chatbots today. Taking note of their successes and failures can help any business see if a chatbot will be valid for them.

Benefits Of A Chatbot

Chatbot, which usually appears at the bottom right of the screen, helps customers by providing automatic, simple or complex responses ( depending on the type of bot used ). When it comes to e-commerce sites or huge companies with a substantial online presence, the most apparent benefits of virtual assistants are that they can automate part of the customer service. Unlike a human employee, a chatbot can take care of customer service 24/7 and answer even the most complicated questions. You meet the expectations of your customers in a short time.A virtual assistant also helps guide your customers more effectively to the right offer or product.

They no longer need to phone you or contact you by email. A simple request to the chatbot and their license will be satisfied. Also, the chatbot can suggest other products that may be of interest to your customers or prospects ( cross-selling ), and thus generate an additional sale that otherwise would not have taken place. Chatbots increase the engagement of your customers. is it lying? These virtual assistants using artificial intelligence allow you to get to know your customers better and offer them a suitable course. You bet on the satisfaction of the consumer who will engage with you more easily.

Also Read: E-commerce Trends In 2021 To Keep In Mind For Your Business

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If you intend to start up an online business, you should surely consider installing this feature on your webpage. It can help your business and supports its growth as you can see the large proportion of customers relying on this customer service support to contact you or get to know more about your business.

How do these live chatbots help boost one’s online business? The article shall detail seven top-rated benefits that live chatbots can have on the online business platforms. If you are either an entrepreneur already selling your merchandise online or even if you are new to this field, the following points shall help you get an insight into the advantages of live chatbots.

Staying updated with the latest trends

Most extensive and fruitful online businesses have their live chatbots these days. It is apparent from the reports that customers are more inclined to this feature. Thus, adding this feature to your online enterprise will, in no doubt, make your business look good as it seems to cope up with the latest trends.

The newer reports say that sixty-five percent of the total proportion of smartphone users does not download new applications in a month. Most of the users have popular apps like WhatsApp, Instagram, Facebook, etc. installed in their devices, and they do not fancy downloading new apps.

In this background, it is better to take the aid of any popular platform that the users are expected to use daily and integrate the online business’s chatbot into any of these. In this way, their time and money can be saved efficiently.

Also Read: 4 Artificial Intelligence Tips to take Your Ecommerce Store to the Future

Enhanced customer service

The service provided to the customers is quite attractive. People feel that they are served well, and this can, in a way, boost your business.

Improved customer engagement

The success of any online business is highly dependant on the extent to which they keep their customers engaged. To achieve this, one can take the aid of social media. But much more is what live chatbots can help in this aspect to boost customer engagement. A better interaction is possible using this feature, and humor can be blended to arouse customer’s interests.

Regular supervision of the customer data and attaining insights

Chatbots can be regarded as efficient platforms wherein one can collect customer feedback using simple questions and not letting the customer bored for a while. Also, the customer might not feel like spending a lot of time on this, and more appropriate and accurate answers are deemed to pop up.

Another means in which chatbots help is that it enables the marketer to keep track of the consumer behaviors and purchasing patterns by considering and examining the consumer data. It is precious for marketers to evaluate their products and optimize marketing strategies.

The global market is more approachable.

Attaining a path to the global market is more comfortable with the introduction of chatbots. This is because that the chatbots can ensure that your customers get the response to their queries in multiple languages. Also, these live chatbots work 24*7. It functions actively throughout the year, thereby serving customers in any part of the world. Thus, the marketers need not have to worry about the increasing incoming requests that are to be handled and can focus on strengthening and expanding its business.

Savings in cost

Indeed, live chatbots are much faster and cheaper and guarantee full functioning. It serves as the best alternative against developing an app or employing workers to carry out the task. Also, it proves to be efficient as it is an automized solution that is designed to serve multiple customers at a time. Chatbots backed up by human agents works best as it cuts cost and time and eliminates the issues that may arise due to human errors.

Another advantage of the chatbots is that it just takes a couple of seconds for the customers to get access to these chatbots, thereby minimizing the data requirement. This indirectly indicates cost-savings.

Concluding note

Indeed, live chatbots have emerged to be one of the essential tools that help serve the customer efficiently. Owing to the number of customers it can address simultaneously and the cost savings it can impart, these recently added features are viewed as a viable option in running online businesses.

If you find this feature attractive, why not expressing your views on the public online platforms. If you fear any identity thefts, as some of the blogging sites are not trustworthy or that you feel that your identity needs to be concealed, consider writing on an anonymous blog. Who knows that one day you will not become the blogger of a successful anonymous blog. So, feel free to express your opinions without risking your data.

Also read Hidden Menus And Other Android Secrets You Don’t Know

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And it is that Artificial Intelligence and machine learning-based systems make us optimistic. They will be able, very soon, to replace us for repetitive tasks that involve interaction with humans, and that is precisely one of the best news for sectors such as e-commerce and, especially, their customer service. Let’s see why.

Automating Repetitive Tasks in Customer Service

The qualified human staff that attends the queries and requests in the customer service centers has to perform very repetitive tasks throughout the day that, in reality, consume time that could be devoted to more complex and high-level tasks. That is, they could invest their time in more appropriate tasks for a human brain.

Every day, several requests are met that are virtually the same: they require the same answers, the same actions and do not need a singular effort. For example, refunds, cancellations, updates … Such tasks could be automated by a machine-based system and, in turn, allow people to focus on other aspects.

Because, deep down, we have to keep in mind that the reality that “conversations” (real and real conversations with customers by email, chatbots, phone calls, etc.) is barely accounted for is only 30%. of the average customer service experience. The other 70% consists of actions and processes that customer service agents must perform manually each time a customer requests a refund or the status of an order, to give two examples.

That is why machine-based systems focus on tasks that, a priori, seem so simple to us.

A Customer Service Center is Ideal For Training Smart Systems

Contact centers or customer service centers are ideal for training systems based on machine learning. They have extensive data records and past queries that form a perfect training data set for the predictive capabilities that machine learning provides.

Upon completion of this training, machine learning models are able to understand the questions that are asked, even if their construction is different from what they already know. These models determine the client’s objective based on the conversation, among other things, and are able to pass the information to the professional, who scores it, and if it is correct, said response is sent to the client. In this way, the attention times are cut and excellent customer experience is offered.

The future is already present, and today we have customer services that have agents based on Machine learning that, in a transparent way for the client, carry out the first phases of the process. After that, they pass the information to the professionals in charge of the back-end processes that will solve the “tickets” and close the case.

Customers come to the customer service center because they need to solve very specific problems in the shortest possible time. Therefore, machine learning models are transforming customer service, since they either immediately resolve the most obvious issues, or accelerate the process for the customer, which will be more satisfied.

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