How can Businesses use ChatGPT to upgrade their Customer Services?
“Machine intelligence is the last invention humanity will ever need to make.”
Nick Bostrom
ChatGPT has already taken the internet by storm, reaching more than 100 million monthly active users just two months after its launch in November 2022. Created by lab OpenAI, ChatGPT has become the fastest-growing consumer application in history with its human-like prose responses to queries.
Businesses can leverage this Generative AI software to take their clients’ experience to the next level. For example, replying to customer queries & complaints, issuing notifications to engage customers with offers, or simply generating ideas. Before looking into what ChatGPT can offer, let’s address a more important question – ‘Why?’
Why Use ChatGPT for your Customer Service?
Customers expect swift and effective service from the businesses they deal with in today’s fast-paced world. To keep consumers happy and engaged, companies must be able to offer timely, individualized help. Utilizing ChatGPT technology is one way to accomplish this.
Consumer behavior has changed since the pandemic and even before that. Any company that values its consumers would want to assist them at every stage of their journey, whether that touchpoint occurs online or off.
Customer service can be simpler by utilizing AI-based solutions like ChatGPT, especially while doing repetitive tasks. Since ChatGPT can respond to inquiries that aren’t obvious, you can increase customer service by roughly 70% because of its extensive language model. Before offering a solution, ChatGPT is a conversational, intelligent bot that can discern the customer’s intent.
Advantages of using ChatGPT for your Customer Service:
- 24/7 Availability:
One of the most significant advantages of ChatGPT is its ability to provide 24/7 customer support. With ChatGPT, businesses can ensure that their customers always have access to quick and efficient support, even outside business hours. This helps to improve the overall customer experience and increase customer satisfaction.
- Personalized Support:
ChatGPT has been trained on massive amounts of data, allowing it to respond to customer inquiries in a natural and personalized way. ChatGPT can understand the context and intent behind customer inquiries by using pre-trained language models and providing relevant and accurate responses. This personalized assistance contributes to a better customer experience and increased customer satisfaction.
- Automating Repetitive Tasks:
ChatGPT can automate simple and repetitive tasks like password reset, account information updates, and order tracking. This frees up human agents to deal with more complex issues, increasing overall efficiency. ChatGPT can assist businesses in providing faster and more efficient customer support by automating these tasks.
- Multi-language Support:
ChatGPT supports multiple languages, allowing businesses to provide customer service in their customers’ preferred language. Customers are more likely to engage with a business that can support them in their preferred language, which helps to improve customer engagement and reduce customer churn.
- Improved Response Times:
ChatGPT can respond to customer inquiries in real-time, significantly shortening response times and improving overall customer satisfaction. Businesses can improve customer satisfaction and engagement by providing quick and efficient support.
Following are some data that demonstrates how ChatGPT helps businesses:
- Increased Customer Satisfaction: According to a survey by Gartner, businesses that implement ChatGPT technology see an average increase in customer satisfaction of 20%.
- Reduced Response Time: ChatGPT technology can respond to customer inquiries in real time, reducing response times by up to 50% compared to traditional customer service methods.
- Improved Efficiency: ChatGPT technology can automate repetitive and low-complexity tasks, freeing up human agents to handle more complex issues. This has been shown to improve agent efficiency by up to 30%.
- Increased Customer Engagement: ChatGPT can help businesses to increase customer engagement and reduce customer churn by providing quick and personalized support. In a survey by Hubspot, companies that implement ChatGPT technology saw a reduction in customer churn by 15%.
- Increased Sales: By providing quick and efficient support, ChatGPT can help businesses to improve the customer experience and increase customer satisfaction. This can lead to increased sales, as satisfied customers are more likely to purchase from a business again.
These statistics demonstrate the significant impact that ChatGPT technology can have on businesses. By leveraging its ability to provide quick and personalized support, automate repetitive tasks, and improve response times, companies can improve their customer service operations and see measurable benefits.
Sectors where ChatGPT has helped with Customer Support:
- E-Commerce:
By integrating ChatGPT into its customer care platform, a top e-commerce company gave its clients access to rapid and accurate responses to their questions around-the-clock. Customer satisfaction significantly increased, and response times were cut in half, for the business.
- Financial Services:
To automate routine operations like checking account balances, a financial services company adopted ChatGPT, freeing up its human agents to address more complicated cases. The business noticed a reduction in response times and an increase in general client satisfaction.
- Telecommunications:
A telecommunications company implemented ChatGPT to provide multi-lingual support, allowing customers to receive support in their preferred language. The company saw an increase in customer engagement and a reduction in customer churn.
- Healthcare:
A healthcare provider used ChatGPT to provide quick and personalized support to patients, improving the overall patient experience and reducing wait times.
These are just a few examples of how ChatGPT has been successfully utilized by businesses to enhance their customer support operations and improve customer satisfaction.
Wrapping Up!
Businesses can utilize ChatGPT (or its substitutes) to address frequent queries, deal with client requests, and provide some essential content. Additionally, it can help with handling client feedback and concerns.
In this sense, it can assist with tedious duties and lessen the anxiety that your customer care representatives feel when they must respond quickly. Even though it will expedite some procedures, it’s merely the tip of the iceberg because you’ll always require a portion of their attention to verify the accuracy and specificity of the information the chatbot gave.
With more than 20 years of experience in Conversational AI and customer satisfaction using AI & ML, iLink has aided several organizations in using chatbots and assisting in the growth of their company by providing customers with hassle-free services.
If you’re ready to take that first step into the future of Conversational AI, feel free to reach out!
