You’ve heard the joke that people’s attention spans are starting to resemble those of goldfish. Yet this may not be a bad thing. We’re all adapting to a fast-paced, digital world. We have to be savvy with how we spend time.
Businesses understand this attitude. That’s why so many customer-focused teams use chatbots. As a customer, if you’ve been feeling like you’re seeing more two-way chat options embedded in websites, you’re right! Consider that the chatbot market size is projected to grow from $2.6 billion in 2019 to a whopping $9.4 billion by 2024.
Chatbots are a great CX tool for speeding up customer conversations and automating simple interactions. Airkit is a CX tool as well … so, what’s the difference?
Chatbots: The Good and the Problematic
To understand the distinction between a platform like Airkit and a chatbot on a website, we first need to take a closer look at the benefits and limitations of chat. Here are the pros:
Automated: Chatbots ease the workload for contact center agents, as this tech can resolve routine questions. Saved time means agents can focus on higher-value tasks.
Available 24/7: Customers don’t operate on a business schedule. Sometimes they need help in the evenings or on weekends. Happily, chatbots never take time off.
Simple self-service: Chatbots direct customers to the right information as well as start simple processes like refunds. Customers are more satisfied when they can quickly help themselves.
On the other hand, this tool isn’t perfect. Here are some shortcomings:
Rigid: Chatbots work on a specific script, offering customers pre-programmed answers. If the customer in question has a unique problem, the chatbot can fall short.
Siloed: It’s not easy to integrate into a chatbot into a company’s existing customer journey and brand. As a result, this part of the customer experience can become siloed and produce impersonal customer interactions.
Limited function: In some cases, this tech may collect information and start customer processes, but chatbots are essentially limited for customer problem-solving.
Airkit: Connecting the Whole Journey
Now we can discuss what makes Airkit so unique.
While a chatbot is one type of digital customer experience, Airkit is a low-code platform where teams can create endless customer apps. The days of waiting for engineering resources are over, as customer-facing teams can develop with clicks, not code.
However, this doesn’t mean our tool is completely separate from a chatbot, either. The focus is taking customers on comprehensive, seamless journeys that solve problems. Remember that end customers juggle work, family and may only be available after normal business hours. This reality leads to many interruptions and even device switches.
Airkit ties all of those steps together, across communications channels, devices and different times. So, an existing chatbot can keep answering questions while also initiating more complex journeys, sending account updates and delivering links to self-contained experiences.
Airkit and a chatbot make a great team, with digital customer apps expanding the limited functionality of chat. The end result is an on-brand, omni-channel customer experience.
Check out an example of this technology in action.
See for Yourself!
Take a look at this example digital experience our team created in only a few hours. Imagine your business is a food delivery app and you’re striving to get more restaurant owners to register on your platform.
Starting at the beginning of the journey, a restaurateur might check out your website and ask the chatbot some preliminary questions. Then, the chatbot can deliver a link via email or even text message. The ensuing experience might look something like this:
This stand-alone app will guide the new business prospect through the part of the journey they can complete alone.
The next part of the customer journey involves an in-person consultation. This can be scheduled painlessly at the restaurant owner’s convenience.
Once that appointment is scheduled, you can even show the prospect how far they’ve come in their journey and set expectations for continuing interaction. The rest of the journey will be completed over a different medium (phone and even in-person). Happily your team now has all the context surrounding this new lead.
You’re halfway through establishing a new business partnership and it all started with a chatbot! That’s the power of integrating your existing CX tools with Airkit experiences.
Keep on Learning
Want to learn more about chatbots and Airkit? For further reading, check out this article: https://airkit.com/blog/chatbots-alone-arent-enough-for-great-cx/
To experience Airkit as a customer would, try our free, interactive demos right now.