What is a primary benefit of using chatbots in customer service?

Using chatbots in customer service provides the significant advantage of offering 24/7 support. This means that customers can receive assistance at any time of day or night, improving the overall customer experience and ensuring that inquiries are addressed promptly, even outside of regular business hours. This constant availability helps businesses cater to a global audience and meet the demands of customers who may require support outside traditional office hours.

While chatbots are indeed capable of handling a variety of queries, it is not accurate to say they can only manage basic queries, nor do they replace all human interaction, as there are still many scenarios where human agents are essential for more complex issues. Additionally, chatbots are not limited to being effective solely for technical support; they can assist with a wide range of customer service functions across different industries. The ability to provide around-the-clock support is one of the primary reasons many organizations implement chatbots in their customer service strategies.