CHATBOT – The Most Used Channel for Customer Self-Service

Chatbots are gaining increasing popularity in business. Official data shows that since 2019, chatbot usage has increased by 92%, making them the fastest-growing channel for customer service. Globally, over 1.4 billion users already use chatbots.

These automated assistants handle 65% of client-business communications. In online retail, chatbots interact with over 600 million users, and regarding customer support, they manage to resolve 92% of incoming requests, thereby building growing trust among users.

CHATBOT in Numbers

• 87% of users are satisfied with their interactions with chatbots.
• A well-designed chatbot can seamlessly handle 80% of customer inquiries.
• 69% of chatbot conversations can be completed without any human intervention.
• 67% of users regularly use chatbots for quick answers and information requests.
• 6 out of 10 users have used chatbot services in the past year.
• Depending on the industry, chatbots can increase website conversions by 10 to 100%.
• Chatbots with excellent conversational design and suitable dialogue flows engage up to 90% of users.
• Chatbots have increased sales for 67% of businesses.

CHATBOT in InfoServ CRM

As the most preferred communication channel for customer self-service, the chatbot is now part of the rich feature set of the Call Center and Helpdesk solution InfoServ CRM, alongside Telephone, Email, Web Chat, and Viber integrations.

Highly suitable for online stores and businesses with medium to high volumes of customer inquiries and requests, InfoServ Chatbot is specially developed to improve customer service, optimize workflows, and provide a practical and convenient self-service option.

With the InfoServ CRM chatbot, you can design the dialogue logic yourself and create the desired scenario for client interaction, enabling customers to obtain the needed information independently via self-service.

Applications and Capabilities

The chatbot in InfoServ CRM offers numerous useful business applications, including:

• Automatic client identification based on provided data
• Providing information after client identification
• Answers to frequently asked questions (FAQ)
• Opening tickets for reported issues
• Transfer to a live agent
• Service rating

InfoServ Chatbot also offers more advanced capabilities tailored to specific business needs, such as:

• If integrated into a platform that has already identified the client, the chatbot can automatically provide identifying data without requiring manual input from the client.
• The chatbot supports file attachments (e.g., images, photos). This feature is especially useful for insurance companies requiring photographic evidence of damages, as well as for businesses that need visual information regarding an issue.
• Requests submitted through the chatbot for support, service inquiries, or product demonstrations can be automatically registered in InfoServ CRM, with the system automatically assigning tasks to employees, opening tickets, or creating new deals in InfoServ CRM.

Benefits of INFOSERV CHATBOT for Your Business

Benefits of INFOSERV CHATBOT for Your Customers