Chatbots are increasingly being employed as a key channel for customer support because they enable consumers around-the-clock access to the businesses they care about in a friendly, conversational, and fast manner.
The past year 67% of customers used chatbots.
AI has transformed chatbots from simple question-and-answer logic to a swiss-army knife of automation and self-service that may improve customer support and service and an organization’s operational efficiency.
Here are the best chatbot tools on the market.
Check out the full list of chatbots
Intercom is a conversational relationship solution that helps businesses to capture, engage, and assist clients. It is an all-in-one platform that includes a bot-based algorithm, targeted emails, push and in-app messages, and an integrated support center. Intercom helps sales teams in all industries by allowing them to deliver customized messages 24/7 and also chat with leads in order to turn them into customers. Intercom provides many capabilities including group chats, consumer context keeping, call-out collaborations, chat volume monitoring, scheduling, CRM integration, routing, and qualification.
Zendesk is a cloud-based help desk management system that includes customizable capabilities for creating a customer support portal, knowledge base, and online communities. The platform provides a customizable front-end portal, live chat functionalities, and integration with Salesforce and Google Analytics. Zendesk enables businesses to create a knowledge base to cover some of the most common and repetitive concerns, allowing consumers to browse through the most common questions via chatbots or on-page FAQs.
Drift is a live chat, in-app messaging, and email monitoring tool that is cloud-based and intended for sales and marketing teams. The software provides customizable live chat widgets, abandoned chat email follow-ups, chat histories, email campaign automation, as well as an AI-powered chatbot. Drift indicates the page a visitor is on when they start a chat, and if they submit their email address, their name, location, social media links, firm, and job details, this data is accessible to users via the side profile drawer.
ProProfs Chat is a user-friendly live chat platform that enables businesses to communicate with their everyday visitors and customers in real-time. The solution has positioned itself as a go-to solution for individualized, human interactions that let people connect in meaningful ways at a fraction of the expense of other popular methods. You’ll find capabilities like visitor tracking, third-party integration, chatbots management, post-chat surveys for feedback, callback requests when operators are unavailable, file sharing, support operator performance reports, and more.
Tidio Chat is a web-based live chat application that merges communications from email, Facebook Messenger, and website chat widgets into a single agent interface. Tidio Chat allows users to create a variety of automation that will take action when a certain condition is met. Sending chat messages or emails, as well as adding and removing tags from client profiles, are all actions that can be triggered. Tidio Chat’s automations are programmed to notice when consumers have problems logging in, completing forms, or making payments, and to provide assistance before they leave the website.
ChatBot.com is a customer service management tool that enables organizations to design, launch, and manage virtual assistants. It has a drag-and-drop visual builder that allows users to create chatbots from a variety of customizable templates. ChatBot.com comprises interactive messages that help businesses improve customer engagement through the use of images, clickable buttons, carousels, and rapid responses. The solution offers capabilities such as machine learning, data security, user segmentation, widgets, multimedia support, and reporting.
Today’s consumers expect to be able to instantly and easily access the information they need online.
And when a business is unable to give this sort of experience, the customer is left feeling disappointed. By delivering a real-time, on-demand solution, chatbots are set to solve these problems.
Things to know about chatbots
Basic chatbots are suitable for only a few activities. They employ rule-based programming to match user questions with possible replies, generally for simple FAQs. Basic chatbots exhibit their limitations when they get a request that has not been previously stated; they will be unable to assist and come back with a “Sorry, I don’t understand.” answer.
Chatbots require artificial intelligence to improve their capacity to interpret human language and do increasingly sophisticated activities and transactions to fulfill the needs of larger enterprises. Applied to chatbots, this type of artificial intelligence is named conversational AI.
Most online conversational agents are based on one of three leading technologies, according to Gartner’s 2019 research, “Competitive Landscape: Virtual Assistant Platforms, Worldwide.” Knowing the technology behind the chatbot you consider, you’ll be more equipped to choose the one that’s best for your company.
- Rule-based programming
- Computational linguistics
- Conversational AI (machine learning)
First and foremost, customers appreciate their rapid response and efficient service.
Second, clients want replies at all hours of the day and appreciate their accessibility. Because of this, chatbots have become very common these days.
According to Drift’s latest chatbot industry stats, 64 percent of internet users perceive round-the-clock help as the highest advantage.
Regarding customer service, statistics show that customers still prefer to speak with a live person.
Half of internet users in the US prefer to get help from a real person rather than a chatbot.
According to chatbot data, 40% of consumers are satisfied with either; they don’t care if they get support from a real human or a chatbot, as long as they get help.