Customer Care Chatbots: Benefits, Types, and More

Imagine having a team of customer service reps who work 24/7, and handle multiple customer queries at the same time without breaking a sweat. Sounds too good to be true, right? Well, that’s pretty much what a customer care chatbot does right now for local businesses.

These digital helpers are flipping the script on how businesses interact with their customers—and it’s paying off, making things smoother, faster, and more efficient.

In this blog, we’re going to explore what customer care chatbots are, why they’re becoming a must-have for businesses, and how you can get started in minutes. Whether you’re a small business owner or just curious about automation for small businesses, we’ve got you covered.

Let’s take a look under the hood.

What Are Customer Care Chatbots?

Let’s start with the basics: What exactly is a customer care chatbot? 

Essentially, a customer care chatbot is a software application that can simulate human conversation through text or voice. It’s a virtual assistant that can talk with your customers, answer their questions, and even guide them through processes like making a purchase or booking an appointment.

So, what do customer care chatbots look like? Take a gander:

If you’ve ever visited a small business website and a little window popped up asking if you needed help, that’s probably a living breathing chatbot in the wild. 

These chatbots are programmed to respond to common customer questions, like “What are your business hours?” or “How can I track my order?” They can also handle multiple conversations at once, which means your customers get the help they need without getting stuck waiting in line.

Why Are Chatbots Important in Modern Customer Service?

Customer service is evolving, and chatbots are leading the charge. Here are some stats to put things into perspective:

• Global consumer retail spending via chatbots is expected to reach $142 billion in 2024 (EMarketer).
• 40% of global users prefer chatbots over virtual agents (Master of Code).
• 40% of Americans have used retail digital assistants to buy something (Statista).
• 47% of consumers are open to making purchases using bots (MarketingDive), and 71% of Gen Z buyers actively seek products through chatbots (vpnAlert).

Today’s customers expect quick, convenient support, and that’s exactly what chatbots provide. Here’s why they’re becoming a business staple:

24/7 Availability

Unlike human staff, chatbots don’t need sleep. They can be available round the clock, helping customers whenever they need it—whether it’s dawn or dusk. 

This is a big deal for businesses that want to provide continuous support, especially if you have multiple locations in different time zones or offer round-the-clock care like an after-hours dental clinic, emergency plumbing, or towing services.

Instant Responses

Let’s face it—nobody likes waiting around, and would rather go elsewhere to find the answers they need. This means you could be losing business and not even know it.

The great thing about chatbots is that they can respond to customer queries instantly, cutting down wait times and keeping your customers happy. 

For instance, if a customer wants to know if a product is in stock, the chatbot can review your real-time inventory on the website and provide that information right away, rather than making them wait for a human to get back to them.

Want to turn more visitors into leads? Read our blog to learn how live chat for leads can help you better engage potential customers and get them to convert.

Cost-Effective

Hiring and training a large customer service team can be expensive, and that’s money you just don’t have right now. Chatbots can handle a significant portion of customer inquiries, which means you can do more with a smaller team of human agents. 

This not only saves money but also frees up your human staff to handle more complex issues that require a personal touch.

Pro Tip: Looking to enhance team communication? Adopting a team chat app can greatly boost productivity and streamline your internal processes.

Scalability

As your business grows, so too the number of customer interactions. Chatbots can easily scale to handle increased volumes without needing additional backend resources. Whether you’re dealing with 10 or 1,000 inquiries a day, a chatbot can keep up.

Enhanced Customer Interactions

Chatbots can do more than just answer questions—they can personalize interactions based on customer data. For example, if a customer keeps buying a certain type of product, the chatbot can suggest similar items to them, making the shopping experience more relevant to their interests and, as a result, more enjoyable.

If you’re still wondering about the benefits of chat services, our detailed guide on what a chat service is and why your business needs one provides all the insights you need.

Types of Customer Care Chatbots

Not all chatbots are created equal. There are several types of customer care chatbots out there, each with its own strengths and weaknesses. The main two include rule-based chatbots and AI-powered chatbots. 

Here’s a breakdown of how they differ:

From there, we can segment them even further. Let’s take a look:

Rule-Based Chatbots

These are the simplest types of chatbots to set up and manage. They follow pre-set rules and scripts to respond to customer queries. For example, if a customer asks, “What is your return policy?” the chatbot will pull up the relevant information from its script. 

They’re great for handling straightforward questions but can struggle with more complex inquiries.

AI-Powered Chatbots

These customer care chatbots are a bit more sophisticated. Powered by Artificial Intelligence (AI) and Machine Learning (ML), they can learn from previous interactions and provide more nuanced responses to complicated situations. 

For instance, if a customer has a specific question about a product, an AI-powered chatbot can offer a more highly tailored answer based on the data fed into it, like this example:

Hybrid Chatbots

As the name suggests, hybrid chatbots combine the two previously mentioned types of customer care chatbots, giving you the best of both worlds. 

They use rule-based scripts for simple queries but can also tap into AI for more complex interactions. This flexibility makes them a great addition for businesses that want a versatile chatbot solution that allows for pre-determined script entry and machine learning.

In fact, Broadly’s web chat is a hybrid design, allowing you to choose the level of complexity you want out of your customer care chatbot. Check out our web chat in action in this demonstration video:

Voice-Enabled Chatbots

With the rise of voice assistants like Siri and Alexa, voice-enabled chatbots are becoming more popular throughout the country. These chatbots can handle verbal commands, making them perfect for hands-free customer service. 

For example, a voice-enabled chatbot could help a customer track their order while they’re on the road, or better assist patrons who have vision problems get the information they need.

Curious about the role of chat services in modern business? Check out our blog about what a chat service is and why your business needs one to learn more about how this technology can benefit your day-to-day routine.

How to Implement Customer Care Chatbots

Now that you understand why customer service chat matters, it’s time to implement a customer care chatbot into your business. Here’s how to get started:

1. Identify Your Goals

Before diving in, think about what you want your customer care chatbot to accomplish. Do you want it to handle customer service inquiries, assist with sales, or act as a marketing tool for your small business? 

Clear goals will help you choose the right type of chatbot and set it up for success. But how do you go about defining clear goals? This template should help:

Goal Building Template:

Use this template to identify your goals for your customer care chatbot:

1. Define the primary purpose of your chatbot:

• What do you want your chatbot to accomplish?
  • Example: Handle customer service inquiries, assist with sales, provide 24/7 support, etc.

2. Set specific, measurable goals:

• Goal 1: ________________________________________________________________
  • Example: Reduce customer service inquiries by [X]% within [time frame].
• Goal 2: ________________________________________________________________
  • Example: Increase sales inquiries by [X]% through the chatbot within [time frame].
• Goal 3: ________________________________________________________________
  • Example: Improve customer satisfaction by providing 24/7 support.

3. Determine success metrics:

• How will you measure the success of your chatbot?
  • Example: Track the reduction in customer service inquiries, monitor the increase in sales inquiries, and measure customer satisfaction through feedback surveys.

4. Align your chatbot’s functionality with your goals:

• What features does your chatbot need to meet these goals?
  • Example: AI-powered responses, sales assistance, multilingual support, etc.

By clearly defining your goals, you’ll be better equipped to choose the right type of chatbot and tailor it to meet your business needs.

2. Choose the Right Chatbot Service

Not all chatbot services are the same. Look for one that fits your business needs and budget. Here’s a series of questions to help you choose the best customer care chatbot service provider for your business:

Template: Choosing the Right Customer Care Chatbot Service Provider

1. Identify Your Business Needs:

• What are the key functions you need your chatbot to perform?
  • Example: If your main goal is to automate routine customer service inquiries, you might need a rule-based chatbot that follows pre-set guidelines. On the other hand, if your business requires handling more complex, dynamic conversations, an AI-powered chatbot might be more suitable.

2. Evaluate the Service Provider’s Features:

• Does the service provider offer the specific features you need?
  • Example: Check if the provider offers multilingual support, integration with your existing systems, or the ability to personalize interactions. If 24/7 support is important for your business, ensure that the service can deliver this without additional costs.

3. Consider the Budget:

• How much are you willing to invest in a chatbot service?
  • Example: Determine your budget and compare it with the pricing models of different service providers. Some services might charge based on the number of interactions or users, while others offer flat-rate pricing. Choose a provider that offers a good balance between cost and the features you need.

4. Review Customization and Scalability Options:

• Can the chatbot be customized to fit your brand’s voice and scale with your business?
  • Example: Select a provider that allows for easy customization of your chatbot’s responses, look, and feel. Additionally, if you anticipate growth in customer interactions, ensure the service can scale without a significant increase in costs or complexity.

5. Assess the Quality of Customer Support:

• What level of support does the provider offer during and after implementation?
  • Example: Look for a provider that offers comprehensive support, including onboarding assistance, training resources, and ongoing technical support. If you run into issues, it’s important to know that help is readily available.

6. Test the Chatbot:

• Does the service offer a trial period or demo?
  • Example: Take advantage of any free trials or demos to test how the chatbot performs in real-world scenarios. This will give you a better understanding of how well the chatbot meets your needs before fully committing to a service.

7. Read Reviews and Case Studies:

• What do other businesses say about the provider?
  • Example: Look for reviews, testimonials, and case studies from businesses similar to yours. Positive feedback and successful implementations can be strong indicators of a reliable service provider.

By answering these questions, you can feel more confident you are choosing the best customer care chatbot service provider that aligns with your business needs, budget, and long-term goals.

3. Integrate with Your Existing Systems

This might sound obvious, but you really need to double-check that your chatbot is compatible with your current systems, like your website, CRM, and customer service software. This integration ensures that the chatbot has access to the information it needs to provide accurate and helpful responses.

Not sure if your systems are compatible? Don’t be afraid to contact us. At Broadly, our support team is available 24/7 to lend a hand via phone and email. 

4. Customize and Scale

Once your chatbot is up and running, take the time to customize it to fit your brand’s voice and tone. As your business grows, you can scale up your chatbot’s capabilities to handle more interactions and provide even better service.

Customizing Your Chatbot 

Want your brand to have a friendly, approachable tone that resonates with customers? To align your chatbot with this voice, you could customize its greeting to say, “Hey there! How can I help you today?” instead of a more formal “Hello, how may I assist you?” 

By personalizing the language you use, you ensure that your customers feel the same warmth and friendliness they’d expect from interacting with a human rep.

You can also tailor responses to reflect your brand’s unique personality. For instance, if you run a fitness business, your chatbot could respond to inquiries with a bit of motivation, like, “You’ve got this! Let me help you find what you need to crush your goals today.”

Scaling Your Chatbot

As your business expands, so too should your chatbot’s capabilities. 

Let’s say your customers double, and you start receiving more inquiries than you know what to do with. To keep up with the demand, you might scale your chatbot by integrating it with a more advanced AI system. This upgrade would allow the chatbot to handle a broader range of questions and provide quicker, more accurate responses.

Additionally, if you begin offering services in multiple languages, you can improve your chatbot by incorporating multilingual support. This ensures that your growing, diverse customer base can interact with your chatbot in their preferred language, enhancing their overall experience.

Learn more here: How to create a chatbot.

Broadly: The Only Customer Care Chatbot You Need

Customer care chatbots are no longer a far-away fantasy—they’re here, and they’re changing the tide for businesses of all sizes. From providing 24/7 support to enhancing customer interactions, chatbots offer a wide range of perks that can make serving your customers just that much easier.

If you’re ready to explore how chatbots can help your business, why not take a closer look at Broadly’s AI-powered web chat? Designed with small businesses in mind, get a free demo and see the difference our chatbot can make in your customer service.