Customers don't like waiting, they need help. They need it right now. Keeping people waiting for more than two hours to get the initial help means there is 90% chance you are going to lose this customer.
Which simply means Churn goes up
In order to help a customer effectively, your support agent can speak to at most 2 users at a time. Good business days are supposed to be good. But they build up your customer waiting queues and support tickets. Chatbot can be around 24/7 to all 1,000 customers at once. Never let your customer queue build up again.
Online chatbots save time and efforts by automating customer support. Gartner forecasts that by 2020, over 85% of customer interactions will be handled without a human. However, the opportunites provided by chatbot systems go far beyond giving responses to customers’ inquiries. They are also used for other business tasks, like collecting information about users, helping to organize meetings and reducing overhead costs. There is no wonder that size of the chatbot market is growing exponentially.