The most common tasks of digital assistants are initial contact with customers, customer service, and product advice. (Photo: © Pop Nukoonrat/123RF.com)
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April 10, 2023
Crafts 4.0: They are available around the clock, answer customer questions, and schedule appointments online. Chatbots on their own websites can relieve crafts businesses of a lot of work in terms of communication and service.
With chatbots, craft businesses offer their customers readily available customer service : Nearly two-thirds of B2C companies in Europe already use chatbots on their websites. This is the result of the EOS Chatbot Study 2021 , in which over 2.800 companies from 14 countries were surveyed. The most common tasks of these digital assistants are initial customer contact (97 percent), customer service (51 percent), and product advice (39 percent).
But what exactly is a chatbot – and what tasks can it perform? The term itself is a combination of the words "chat" (to converse) and "robot ." A chatbot is essentially a virtual assistant that can interact with users via text or audio systems . Many company websites allow users to enter questions in a chat field, whereupon the chatbot automatically requests further information to quickly assist the customer. Chatbots can answer questions , schedule appointments , or connect customers to a suitable human service representative . This saves employees a significant amount of time, as all the necessary information is already gathered, allowing them to begin searching for a solution immediately.
Simple chatbots have only a small repertoire of pre-defined answers to the most frequently asked questions. More sophisticated chatbots, on the other hand, use artificial intelligence (AI) to find individual solutions. Furthermore, chatbots also function as digital message answerers , offering customers a callback or a response via email or messaging system.
The use of chatbots is not only interesting for larger companies, but especially for small businesses . Small teams, in particular, are noticeably relieved of some of their workload by digital chat assistants , thus gaining valuable time for day-to-day operations . The fundamental advantages of chatbots therefore apply to all company sizes: routine tasks, such as answering customer questions, are automated and accelerated. It has been shown that chatbots are much faster than their human colleagues at answering questions. At the same time, this increases job satisfaction for human employees, as they are no longer subjected to the constant repetition of inquiries and can better focus on more complex questions. Customers also perceive chatbots as a special service: while many companies do not answer questions outside of business hours , chatbots are available around the clock . And, of course, they are also available when all other colleagues are busy or unavailable.
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Quote: "It has been shown that chatbots are much faster than their human colleagues at answering questions."
Businesses can usually "feed" their chatbots with company-specific questions and corresponding answers themselves – without any programming knowledge . With just a few clicks, buttons with optional choices can often be created , allowing customers to quickly find the best possible answer, the right product, or the desired service. Some chatbots also offer the option of sending documents upon request , such as catalogs, brochures, or invoices.
The costs of different chatbots vary considerably : depending on the desired level of convenience and features, there are free basic offers or very comprehensive packages that cost four-figure sums per month . To use a chatbot effectively and achieve the best value for money, businesses should therefore carefully consider in advance which tasks the digital assistant should perform – because different areas of application are suitable depending on the trade and daily workflows. Some providers also offer free trial periods, allowing the chatbots to be thoroughly tested beforehand.
What tasks should the chatbot perform, e.g., in customer service, marketing, or sales? How can employees' workloads be reduced? Is multilingualism required for the chatbot?
Should other software products be connected to the chatbot, such as online appointment scheduling, invoice sending, catalogs, or online shops? If so, do the existing software products have interfaces for chatbots?
According to the provider, what software and hardware is required to use the chatbot in your company? What technical expertise should your employees have?
What one-time and monthly costs can be expected – including for additional hardware and software?
Which chatbot or provider can help you achieve your goals best and most cost-effectively?
Who will be responsible for the technical and content setup of the chatbot? Who is responsible for subsequent optimizations during ongoing operations?
Use statistical evaluations, tracking results, or your own analyses to assess the success of your chatbot and continuously improve its accuracy.
When engaging in online activities, always consider all legal requirements, such as the GDPR, copyright law and the Telemedia Act.
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