Chatbots are an increasingly common part of many businesses’ customer service strategies. Research shows that 80% of companies will want chatbots by 2020. So what sectors are using chatbots? Let’s look at the industries experiencing a digital transformation in customer service.
Customer experience innovation in hospitality
Fast, convenient service is particularly critical in the airline and travel sectors. These industries quickly realized the importance of moving from web-based platforms to mobile applications. Flight updates, baggage claim information, and check-in reminders have all become standard, but chatbots still represent an opportunity for improvement.
Chatbots eliminate the process of searching through websites for destinations, tours, hotels, and flights. Instead, chatbots offer a simple layout that displays the information customers want by simply asking for it.
The chatbot serves as a personal travel agent with 24-hour accessibility, 365 days a year.
Chatbots in hospitality can be used to:
- Make reservations
- Manage expenses
- Get local insider information
- Make digital payments
- Store personal history and preferences
The result is a differentiated experience that leads to brand choice and loyalty. This is particularly important given that 67% of people want travel companies to personalize their communications and use their previous travel information to help them make better travel decisions.
Digital transformation customer experience in food and beverage
With chatbots, your customers no longer need to make a call to reserve a table or wait in long lines at the host stand. Chatbots are built to handle a range of tasks like answering FAQs, making reservations, ordering food and processing payments.
The chatbot carries out these tasks in a manner similar to chatting with a friend—one that can manage experiences round the clock with zero downtime.
Take, for example, Domino’s chatbot. It re-orders member’s previous orders, track orders, and provides estimated delivery times.
A person’s Google account can be linked to a Domino’s account, making food orders possible from many different devices. Customers can also order from the full menu without leaving Facebook Messenger.
Customer experience innovation in retail
Chatbots are the future of retail, with many retail brands using chatbots to bridge the gap between online and offline experiences. Through chatbots, brands engage with their customers in a more conversational setting. They deliver personalized suggestions and promotions that drive revenue.
Well-designed chatbots have shown tangible results in retail customer experience innovation. Businesses enjoy high click-through rates, conversions, and Average Order Value (AOV) for online purchases. Chatbots successfully up-sell and cross-sell products in a way that feels more helpful than pushy.
Digital transformation customer experience in Banking
Banking organizations use chatbots to reduce costs and serve increasingly tech-savvy consumers. The goal is to provide quick service and transactional support. Customers can check their balance, bank account details, loan status and more through a bot.
This frees up customer service representatives time for higher-value or more complex issues. The result is an enhanced banking experience that improves the overall health of the organization.
Digital transformation customer experience in media and entertainment
Chatbots complement the media landscape by creating new touchpoints and ways to consume content. They provide personalized news, updates, and releases. Media outlets like CNN and Fox news have already launched their news chatbots on Facebook Messenger, keeping people informed in a fun and conversational way.
What’s in store for chatbots in 2019 and beyond?
Chatbots are expected to save retailers, banks and healthcare organizations $11 billion annually within five years, with retailers enjoying the lion’s share of the savings. In addition to the cost savings, chatbots will continue to influence brand loyalty and choice. While chatbots may still be a novelty for some, they will soon become critical for companies to stay competitive.