Using ChatGPT as a Chatbot on Your Website
How to Use Conversational AI for Customer Service
On the one hand, you can order anything you want with the click of a few buttons and it could be at your house in as little as one day.
On the other hand, you lose that personal connection that you only get from shopping in person.
When you order online, there isn’t an associate to ask if the coffee maker you’ve had your eye on takes regular filters. You can’t get personalized recommendations from your favorite pet store employee when ordering online.
Perhaps one thing that keeps people clinging onto brick-and-mortar locations is the human interaction with cashiers. But what if there is a way to bring just a little bit of that human touch into your e-commerce or service-based website?
This article will explore how chatbots, specifically ChatGPT, can help improve your customers’ experience and guide them through all stages of their sales funnel.
Using ChatGPT for Customer Support is an Underutilized Use Case
ChatGPT was not designed to be a customer service tool.
That doesn’t mean it can’t be used as one. After all, no one uses a Q-Tip for its intended purpose. People use it because it works.
ChatGPT is the same way.
If you rely on this AI technology to help in your business, you’re using it effectively.
“But VCC,” you say, “how can I use a robot to help my business?”
Let’s let the robot speak for itself.
We asked ChatGPT to list the benefits of using it on a website.
It may be a bit biased, but it isn’t wrong. Each point is proven to have major benefits for businesses, including yours.
Let’s break it down.
How to Improve Customer Engagement Using AI
ChatGPT uses sophisticated technology to understand customer requests and provide informed and (usually) accurate responses. This ability allows businesses to provide customers with an engaging experience while:
- Saving employees from having to respond to each question
- Giving customers the “in-person experience” from the comfort of their own home
- Building brand loyalty
Chatbots Are an Excellent Online Customer Service Option
How much time do you spend answering the same questions over and over? Do you have better things you could be doing?
If so, you need to automate your responses.
ChatGPT is the tool you need to make that happen.
By automating these interactions, you can free up yours and your employees’ time to focus on interactions and processes that can’t be automated because they require a more personal touch.
This allows your team to do more of the work they love without sacrificing your customer satisfaction.
AI Can Help You Treat Your Customers to Personalized Solutions to Common Problems
Every business, regardless of the industry, has recurring problems.
Food delivery services are often late or customers complain about food quality.
Retail stores are subject to complaints about low product availability or hours of operation.
If you’ve received complaints, it doesn’t mean that you should just sweep it under the rug or chalk it up to customers being difficult. It doesn’t mean that you have to spend a ton of physical and emotional labor trying to win your customer back either.
ChatGPT can help.
Let’s say you own a dog training business.
Most of your customers are great. They stay on top of what you taught them even after their sessions are done and they continue to work hard to build a bond with their dogs.
But sometimes you get customers who think a few training sessions will magically fix their dog. You know that’s not the case, but they don’t know that and they’re expecting some sort of response to their grievances.
What do you do?
A) Ignore their comment because you know it’s a “them problem”?
B) Respond defensively because you know you did your job
C) Rely on ChatGPT to provide you with a response template to resolve the situation?
If you want to resolve the conflict effectively, option C is your best bet.
Templates don’t have to be robotic and void of personality. With ChatGPT, you can feed it prompts to encourage it to give you what the customer thinks is a personalized response to their complaints.
Here’s an example:
Thank you for bringing your concerns to my attention regarding your dog’s regression in training. As a dog training business, we strive to provide our clients with the best possible training solutions for their furry companions. However, we understand that training is an ongoing process that requires consistent effort and dedication from both the dog and the owner.
While we sympathize with your situation, we would like to remind you that training is not a one-time event, but rather a continuous process that requires regular reinforcement and practice. It is essential to maintain a consistent routine and follow up with training sessions to ensure that your dog is constantly improving.
We also recommend regular training sessions with our trainers to help you maintain consistency and address any issues that may arise. Our trainers are always available to provide guidance and support, so please do not hesitate to reach out to us.
We appreciate your trust in our services, and we hope you will take the necessary steps to ensure your dog’s training remains on track. Please feel free to contact us if you have any further concerns or questions.
Pretty good, right?
You can play around with it to get it to say what you want, but for the most part, it’s a solid response to a common complaint. You can set up the chatbot to respond to customers who have this concern.
But this doesn’t mean that you can let ChatGPT do all of the heavy lifting when it comes to managing customer complaints. You still need the human touch because not everyone is going to be satisfied with this response.
What does that look like?
It may involve bringing the customer back in for another session (possibly at a discounted rate).
You could offer to do a video call with them and listen to their concerns to see if there’s a bigger issue at play.
You may even consider sending them a list of resources that may answer their questions and address their concerns.
No matter how you choose to move forward, one thing is clear: AI is only a vehicle to help get customers to the loyalty part of the sales funnel. You’re the one driving it.