Question:

Dollar Shave Club’s chatbot answers simple questions and queries that customers may have. Based on the information available in the chat, what are the benefits for the business to use a chatbot like this? Select all that apply.

Answer:

  • Availability: Offers 24/7 service for simple questions and queries that customers may have, providing global audiences with support options regardless of their timezone.
  • Clear Brand Voice: The introduction quickly establishes a tone of voice and personality for the chatbot. This helps establish the customer service persona Dollar Shave Club customers can equate to the brand, and set expectations for future interactions.
  • Frictionless Experience: Using a CTA with your chatbots immediately sets the expectation for what your bot can help users accomplish, and drives the purpose of the interaction.
  • Case Deflection: Letting customers know what a chatbot can do is a best practice, especially if it can only answer simple questions. Customers will know to look elsewhere for more involved issues, like sending an email or calling an agent.

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