Customer-facing operations

24/7 Customer service
With chatbots operating 24/7, customers can get assistance at any time it is needed. Improved customer service means happier customers, which means more new and returning customers. Chatbots can provide stock information as well as be programmed to upsell and cross-sell to customers.
Sentiment analysis
Chatbots can capture a customer’s tone and analyze their sentiment. If the tone is angry, the chatbot can route the call to a real person and provide the company rep with as much information about the customer as the company has available.
Onboard customers
Chatbots can be used to onboard customer quickly and efficiently. Chatbots can play a pivotal customer acquisition role by “conversing” with potential customers while they are visiting a landing page, signing up to a loyalty program, or getting a quote. Chatbots can pre-populate fields on a landing page or within a loyalty application form, thereby reducing customer wait times, thereby alleviating some of the worst parts of the sign up process, the paperwork. Customer service like this will be recognized and rewarded.
Users can request deliveries via a logistics chatbot.
Pickup and delivery addresses, dates and times, additional services, such as aded insurance or express shipment – chatbots can handle all these details, as wel as process an order or issue a receipt containing all the important information.
Track shipments
Of course, we’re all used to tracking shipments on a delivery company website via inputing our tracking information on a special form. Just paste in or type your shipment number – and the current status of your delivery is displayed. Chatbots can do the same but much better.
Fraud Detection
Security is imperative when transferring money and financial assets online. By querying a current user, a chatbot can detect fraud as well as filter and evaluate a user’s responses to detect any potentially suspicious activity.
Chatbots can return pre-programmed answers to a company’s frequently asked questions (FAQs), such as location, types of service, rates, refunds, destinations served, delivery terms, and more.
Personnel information
One day self-driving trucks from Tesla and/or Nikola may fill the roads, but until that time logistics companies will rely on drivers to deliver their goods. Chatbots can assist here. An updated roster showing personnel currently working, on standby, on vacation, on sick leave, or taking a day off can be updated instantly and this information can be immediately disseminated to any need-to-know parties or to all interested parties involved.
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