Clean and Pink Co. is considered a “small business” in the cleaning industry. The noun, in our business is “clean” and the verb is “service” in the B2C sector. National trends indicate that running a “small business” in 2021 is a tough game. Additionally, US trends benchmark that running a small business in the service industry, is brutal. The definition of a “small business” is additionally tough. Why? Because small business that employee 10 people, face different challenges than those running off 50 employees, yet both are in the small business category. What is the one market tool that all business can use no matter the size? Technology. No doubt that smaller budgets will dictate technology utilization such as a basic tool or program (Peachtree/ QuickBooks) to the most complex component (Oracle customized CRM). All businesses can use technology to their fullest potential maximizing revenue, yielding customer intelligence. The old term was retention. Using technology to gain a strong understanding of customers, both internally (employees) and externally (the buyer) is a key ingredient to building intellectual property for revenue generation. Therefore, I am recommending that even the “small business” owners can develop a Chatbot to assist them with this process. The answer to the question posed above, is both. People need human connection and technical contact. A interactive Chatbot on a website is basic, resulting in a higher production rate- Heather Donaho; Founder, Clean and Pink Co.
A chatbot is a software application designed to simulate human conversation with users via text or speech. Also referred to as virtual agents, interactive agents, digital assistants, or conversational AI, chatbots are often integrated into applications, websites, or messaging platforms to provide support to users without the use of live human agents.
“Chatbots are an application of natural language processing that allows typically text- but increasingly voice-based conversations, bidirectional, between a user and the digital interface,” says Liz Miller, vice president and principal analyst at Constellation Research.
Top Chatbot Use Cases
The most common use of chatbots is in customer service, says Su Jones, director of experience design at Nerdery. But there are also use cases in healthcare, financial services, and several other industries.
Chatbots have become relative popular tools within the enterprise as well. In HR, for example, a chatbot can help an employee sign up for benefits or request time off. An IT chatbot can process a password reset request or help diagnose a connectivity issue. Chatbots can also be used in sales to suggest the best prospects to call next, or in finance to answer queries about corporate performance numbers.
When starting out with chatbots, it’s best to target common and relatively simple issues for their use, says Bill Donlan, executive vice president for digital customer experience at Capgemini.
For example, when used in customer service, chatbots can take on some of the easier requests, Donlan says, “freeing service agents for more complicated problem solving.” Used in proper situations, and combined with human support, chatbots can result in higher customer satisfaction, reduced costs, greater service availability, and better efficiency overall, he adds.”
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