12 Used cases of Chatbot! With detailed analysis of company's application example and its effect

Have you heard of the word Chatbot? It is a program which automatically respond to customers instead of manual operators. Recently, many companies have been installing Chatbot and have successfully decreasing cost and increasing contact point with customers. In this article, it would introduce the used cases of Chatbot inside the company and its effect after the installation. Also, it explains what is Chatbot in the first place and the merit of installing ChatPlus.

Over 3,100 companies have installed Chatbot! Used cases of Chatbot

ChatPlus has the most number of functions of Chatbot, and it has exceeded over 3,100 companies which has installed ChatPlus. Chatbot has been solving many companies problems, and the core used cases are listed below.

By installing Chatbot, it would decrease inquiries from customers and lift up the burden of customer support. Also, by utilizing Chatbot in BtoB inside sales, it would change inquiries to business cases about 60% of it.

This article introduces the detailed used cases of Chatbot. The needs for using Chatbot inside the company is getting high, but in here, it introduces the Chatbot being used for outside companies.

What is Chatbot?

Chatbot is a word combined [Chat] and [Bot] meaning the automatic communication program.There are various types out there, and it is installed in company's customer support, to SNS like LINE and Facebook.

Types of Chatbot

There are four types of Chatbot.

With these types, establishing Chatbot by choosing situations and requests.

3 merits of using Chatbot

Chatbot is being used in various places. In here, it would introduce the merit of installing ChatPlus.

Decrease cost of HR

Automatically respond to users instead of the customer support. So not only you can cut the HR cost but also the production cost. The automation of chat window enables the company to respond to customers 24/7, along with the decrease of cost.

Increase contact point with customers

Users can get answers from the company in real time through Chatbot, not having to waste time to make an inquiry or request documents. The company can also approach to specific users who used Chatbot.

Matching with search needs

The users does not have to look around and jumping around the site, with using Chatbot, it would lead to the information they want to know right away. By not wasting customer's time would lead to an increase in customer satisfaction.

9 Used cases of Chatbot by Japanese companies

Silver Life co. Ltd.,

〇Problem to solve before installation, the background of installing ChatPlus

We had new inquiries and normal inquiries of about 3000 cases per month, and when it is busy, we had about 150 calls a day. We put out frequently questions on the Web site and fulfilled store information, but it did not work, that is why we installed Chatbot.

〇The effect after the installation

It did not make the number of calls decreased but it made us reach to the segment we haven't reached before. The new inquiries have been increased by 20%. It made possible to increase the number of inquiries while not hiring new operators at the same time.

Detailed information of the case for Silver Life, click here

ONE Group.inc

〇Problem to solve before installation, the background of installing ChatPlus

We thought that with the traditional method, we could not increase the number of inquiries, so we installed ChatPlus. We have been considering installing Chatbot for a while, but we have decided to do it now because our competitors have started using Chatbot.

〇The effect after the installation

The number of inquiries gradually increased and successfully acquire stable profit. The most attractive thing about ChatPlus is that the unit price earned through chat is 1/10 of the unit price earned by listing ads. It shows the cost effective performance greatly.

Detailed information of the case for ONE Group.inc, click here

Piped Bits Co., Ltd.

〇Problem to solve before installation, the background of installing ChatPlus

The main aim is to increase the customer contact point. From the inside sales point of view, we approach to a customer segment of [want to hear about the product but not so much to make an inquiry], not for the segment that has needs.

〇The effect after the installation

62% of inquiries have proceeded to be business cases, and 20% of these led to sales appointment. It tends to start with casual conversation and then to deep conversation. Only after a month of installation, it has the huge effect on us.

Detailed information of the case for Piped Bits, click here

Shimamura Music

〇Problem to solve before installation, the background of installing ChatPlus

The main aim of installation is to increase customer satisfaction, decrease the number of inquiries with calls and emails, and the search for our uniqueness. Answering to inquiries fast, and solving their problems would lead to an increase in customer satisfaction, so we installed ChatPlus.

〇The effect after the installation

We have been responding to customers in calls, emails, and manual operations, along with Chatbot. It successfully decreased number of inquiries by emails by 2-30%. We feel that it was because the Chatbot handled the inquiries outside business hours, which led to the increase of customer satisfaction.

Detailed information of the case for Shimamura Music, click here

MORINAGA & CO., LTD.

〇Problem to solve before installation, the background of installing ChatPlus

We are expanding the service for individuals called [Snack print]. We have been doing the business of BtoC, however, we have recently operate also in BtoB. In order to reach to customers who [wants to ask a little it but not enough to make an inquiry], we have installed ChatPlus.

〇The effect after the installation

The number of inquiries have increased four times by reaching out to customers who have a small question. The merit is you can respond automatically, and you don't need a human resource to answer to those questions. You can also see the number of times that specific user visited the page, so we are thinking to use it for operation one step ahead.

Detailed information of the case for MORINAGA & CO., LTD., click here

LIART

〇Problem to solve before installation, the background of installing ChatPlus

When we were thinking about making the environment which you can easily connect to customers, we got to know about ChatPlus at the convention. By shifting receiving inquiries in emails to chat, it fastened the time which the customer solved their problems, and aimed for the increase of contact point with customers.

〇The effect after the installation

When visiting a Web site, by seeing the popup, the customers would feel that they are welcomed. The chat was easy to use for both end, and customers can ask for anything in small sentences, which leads to a trust between operators and customers.

Detailed information of the case for LIART, click here

GoodHome

〇Problem to solve before installation, the background of installing ChatPlus

I was introduced to ChatPlus from a friend of mine. We knew that ChatPlus has been offering the chat system and I was curious.

〇The effect after the installation

We have been taking the steps of SEO, listing ads, and registering to portal site and wait for the customers to come, but using ChatPlus, we were surprised that we can see the users in real time and you can even make a contact to customers. We have been thinking that when online, it was one way whether it is from customer to company or company to customer. However, after installation of ChatPlus, the customers are able to directly send a message of what they felt and we receive that, it decreased the communication stress.

Detailed information of the case for GoodHome, click here

LIG inc.

〇Problem to solve before installation, the background of installing ChatPlus

Solving the problem of the increase of inbound, and not losing the customers who are thinking the making inquiry is too much. So we have installed ChatPlus to solve that problem.

〇The effect after the installation

It is attractive that you can hear your customer's voice in real time. When you get opinions from them, it is useful for us to improve our product. For Chatbot and what they are feeling not good about it, they can give us opinions through chat and it would overall benefit us both.

Detailed information of the case for LIG inc., click here

Target Media Inc.

〇Problem to solve before installation, the background of installing ChatPlus

Before, the inquiry with emails were the main source of contacting with customers. However, the question content were complicated and the number of emails going back and forth was frequent. So we thought about the chat support where you can support customers in real time, and we installed ChatPlus.

〇The effect after the installation

It increased the speed of response by chat and the exchange that took for few days before would solve in just a day. In result, the customer satisfaction increased and increased the effectiveness of work load.

Detailed information of the case for Target Media Inc., click here

3 Used cases of Chatbot by companies overseas

Starbucks

〇Problem to solve before installation, the background of installing ChatPlus

In Starbucks, customers can customize the drink, but it sometimes gets too complicated and the mistake of order or barista's misunderstanding would happen often.

〇The effect after the installation

By ordering through chat by entering text, it would prevent from making a mistake like type of syrup and the amount of cream.

THE NORTH FACE

〇Problem to solve before installation, the background of installing ChatPlus

When the customers are looking for the item on online store, it is too much work to find what they want from the numerous items North Face is offering. We thought about the easier method and better method to offer what they want, we installed Chatbot with AI of IBM's Watson.

〇The effect after the installation

The answer from the users to the questions with AI chatbot, it enabled us to offer the best product for the customer. It cut the time to search and you can hear the deep needs inside customers.

DoNotPay

〇Problem to solve before installation, the background of installing ChatPlus

The traffic ticket can be revoked with proper application, however the legal procedure is hard to do for an individual. We have installed Chatbot of choices type and proposed the easier way to apply for those legal procedures.

〇The effect after the installation

It had successfully revoked the traffic ticket about 175,000 cases only in Great Britain. The Chatbot can act as an agent for the process of the delayed airplanes, compensation request of trains, and the housing application for homeless people.

3 points of effectively use Chatbot

In order to effectively use Chatbot, just installing would not be successful. You have to think about the three points below.

Increase the bot's accuracy by accumulating data

It is important to increase the quality of the bot and utilize it for marketing, by accumulating data while operating. Accumulating the exchange with users and update Chatbot to appropriately answer to customers. By doing that, it would increase the quality of not only the answers to the questions but also you can improve marketing by using and searching what the customers want.

Carefully examine user's leaving point

It is important to carefully examine the point where the users are leaving the page, and improve that problem. Not understanding what your customers are saying, or cannot answer with right answer, it would lead to an image down of your company. You need to carefully observe what was the problem of those customers who left the page.

Prepare backup system manually

Not depending on too much to Chatbot, you need to utilize the human resource too, cooperating with Chatbot. Chatbot has problems of not responding like a human, cannot respond to questions that are not in the scenario or dictionary. So, in order to decrease the number of human resource, you install Chatbot and have the system to back up Chatbot with the human resource.

Chatbot will be the key to the future of customer support!

How was it? Not only the Q&A, but also Chatbot is used in so many other method. Other than the used cases introduced in this article, the Chatbot is being used as a digital chart in the hospital, it has expanded to various fields. To efficiently operate the customer support and solve the cost problem. Or you can use it to increase the quality of bot to utilize as marketing method by accumulating big data like questions and answers. Why don't you consider the installation of ChatPlus?

With ChatPlus, the support cost would be 1/5 to 1/10 of before.

If you are considering the Chatbot, please apply to our free trial.

With ChatPlus, Chatbot can respond to 70% of the inquiries. One person can support multiple chat at one time, the support cost is 1/5 to 1/10 of before.

Also ChatPlus opens up all the API, email distribution service, SFA, and CRM. It is not just a customer support window, but also lead to further actions with Chatbot. Please apply for our free trial if you are interested.

>>Apply for free trial!<<