customer service | 4 MIN READ
Enough has been said in theory about what customer support chatbots are and what are their leading use cases.
Want to order takeout?
Place the order on the bot.
Want to schedule your next doctor’s appointment?
Schedule it via a bot. But many of you are probably wondering, “How many businesses are actually leveraging bots to offer support, place orders, or schedule demos?”
To answer your question — well, many.
67% of consumers interacted with a chatbot to get customer support at some point.
Customer support bots are making their presence felt. And with the numerous chatbot builders and flexible chatbot pricing models, it has only become easier for businesses to install and deploy a chatbot.
To truly know the potential of customer service chatbots, you need to get an idea of how they’re faring in the practical outlook.
Let’s check out some of the best customer support chatbot examples from leading brands.
Best Customer Service Chatbot Examples
By the time the COVID-19 pandemic raged around the globe, chatbots had already become a phenomenon. And the World Health Organization took the opportunity to utilize customer support chatbots to communicate with people across the globe.
First, it chose to deploy these chatbots on platforms where it could get maximum outreach: Facebook and WhatsApp.
In the early stages of the pandemic, there were many myths surrounding the virus. The bot aimed to clarify the same, while also providing expert information on what the health emergency is and how to tackle the virus.
The WHO WhatsApp customer service bot included the precautionary measures, treatment options, travel updates, and symptoms. It first deployed the bot in English and eventually built a bot in all six United Nations languages (Chinese, Arabic, French, Spanish, Russian, and English).
WHO’s customer support chatbots were probably the first of its kind that addressed the communication gap on a global scale during an emergency. It not only encouraged other health institutions to do the same but also inspired numerous other businesses to adopt an informative approach in times of need.
2. Sprout Social
Sprout Social is a widely known name in the SaaS domain. And it proved that conversational marketing can be successfully transcended into the B2B industries as well. The social media engagement platform has a bot deployed on its website that urges users to strike up a conversation and helps them offer what they’re looking for.
The flow is straightforward.
After a brief conversation, the bot provides the option of scheduling a call. But what stands out is that they’ve included all their categories in the chat interface so the user doesn’t have to go looking for the same on detailed website pages.
It also helps the brand know what the customer is looking for the most and what category is popular amongst users.
Another customer service chat bots benefit is that the bot simplifies navigating through the website and automates the first-level query while also keeping the option for lead generation and demo. The information is not too detailed or too brief and gives the user options to end the chat.
3. HDFC Bank
Leading banks are implementing chatbots to automate their key support areas. HDFC bank - a private bank in India, has deployed a chatbot called EVA (Electronic Virtual Assistant) that can answer any banking-related query to their customers and prospective customers.
The AI-powered banking assistant was deployed to serve customers better and faster. The bot asks anyone who lands on the website of company if they need support in the following matters:
Account Services (Balance inquiry, mini statement, FD inquiry, account statement, checkbook request)
Offers of the Day
Debit Card Services
Credit Card Services
Locate Nearby Banks
Report Failed Transaction
As a bank, most questions that customers have are repetitive. HDFC did an excellent job clubbing these queries as buttons, allowing the customers to dictate the flow according to their needs.
The bot also allows the user to choose their preferred language of either Hindi or English. Since most users don’t speak English, the multilingual angle elevates the user experience. HDFC bank also personalized the bot and gave it the identity that most resonated with the brand.
Speaking of multilingual, EatEasy adopted a similar practice while deploying its bot. EatEasy is an online food delivery app based out of Dubai. The brand built the customer support bot on a bot builder and integrated the same within the application with two language options — Arabic and English.
EatEasy also clubbed its queries and presented them in a button format on the bot. The bot addressed queries in all the following areas:
Placing an Order
Knowing About Eat Easy Points
Miscellaneous Issues (Payment issues, order tracking, order issues, etc.)
Since the brand covered most of its major issues within the bot, the consumer gets all the answers within minutes and only the complex queries are filtered to the support team.
EatEasy customer service management chatbot also supports live chat. In case the bot isn’t able to answer the query, the bot transfers the query to the right agent from the right team. It ensures that the support quality isn’t compromised and customers get the support regardless of the type of query they have.
In the travel sector, most customer queries are placed on an urgent basis. Say the customer wants to know the status of their flights or wants to immediately cancel their booking. The support team is also bombarded with trivial queries which consume a lot of time, yet cannot be ignored.
To address this issue, an American-based airline, JetBlue invested in a customer service chatbot that provides such last-minute support to travelers.
Another highlight of this particular bot was that it wasn’t deployed on the company website. JetBlue deployed an SMS bot for Android and iOS devices so that it could keep the customer’s convenience in mind. Instead of opening the company’s website, the customer got all the information on their smartphone.
The bot operates round the clock and provides real-time information relating to flight delays and reschedules, baggage claims, cancellations, and travel guidelines. The brand stands as an example of how to leverage customer service chat bots for travel companies and how to provide real-time support on the right channel.
6. Dominos Pizza
Ordering a pizza is not a simple process for most people. The confusion over calls, the social anxiety of interacting with someone, explaining to them the detailed customizations, and explaining the address. The list goes on.
So, instead of putting its customers through the hassle, Dominos decided to deploy an AI-powered online order-placing bot on its website as well as on Facebook.
The bot encourages its visitors to interact with its bot, ‘Dom’. The chatbot provides a user-friendly interface on which the customers can first input their area and the bot takes over from there, asking all the questions needed to place an order.
As a result, Dominos made placing orders hassle-free for its customers. It asks the customers questions about the toppings, facilitates payments, and showcases discounts and offers, all on the chat interface itself.
The concept of deploying chatbots on the website for customer service also removes the requirement of downloading the app, making the whole experience frictionless. The brand has also maintained brand consistency on its chat tool, making it a great customer support chatbot example. It named its bot ‘Dom’ which is closer to its brand name, added the logo on the chat interface, and retained its iconic blue brand color so that the customer can easily associate the chatbot with the brand.
7. Ozone India
A security company with thousands of products. Without chatbots, support queries mean manually identifying for which product the customer needs to raise a query. The process is long, ultimately resulting in a long waiting time.
With a customer support chatbot, Ozone India, a leading brand in the architectural hardware & security space, automates the difficult parts and keeps support quick and seamless.
Ozone India’s customer service chatbot is the perfect example of how to leverage a bot in the manufacturing industry and implement product listing in a chatbot. The support for consumer-durable goods requires informative after-sales support which this particular bot facilitates.
The support categories are divided into
After Sales Support
The products are presented in a carousel format where customers can visually view the product. Carousels help compress the details and keep the chat interface clean.
Within just a few clicks and conversations, the customers can pose their queries, get a response, and get a solution from the chatbot or get help from an agent. The brand ensured a great way to reduce customer waiting time and ensure that not a single query goes unanswered.
8. Dollar Shave Club
As Dollar Shave Club expanded its product directory, it needed a scalable and improved method of customer support. It included a detailed menu on its chat interface.
The customer can browse through the products, check their order status, edit their cart, change their password, and almost resolve any queries from the chatbot itself. The depth of the conversations that users can have on a bot significantly reduces the burden on the live support team.
The chatbot operates 24/7 across all countries. The bot has given agents more time to be creative since there are fewer tickets and also they didn’t have to increase staff at any locations because of the bot.
The brand has been able to keep customer convenience at the forefront since it has live chat in the support bot. From the beginning of the bot conversation, the customer is educated about the issues the bot can support and its limitations.
This boundary helps the customers know what issues they can resolve on the bot and what issues they can resolve using another medium.
Duolingo has carved a niche in E-learning and online language learning courses. The pain points that customers have in Duolingo and very unique from other industries.
For example, one of the primary issues that customers have is practicing out loud. Learning a new language is no cakewalk and Duolingo made it easier with its AI-powered customer service chatbot.
The brand built a native chatbot in its app where users can learn conversational skills and practice what they learned. It also created tutoring bots with different personalities through which users can practice until they feel comfortable enough to practice with other speakers.
Duolingo’s customer support chatbot example is a testament to the innovation and how far a brand goes to solve its customers’ issues. It listened to its customers and allowed them to practice and learn at any time of the day.
The tutorial bots and personalities also made the bot interactive and fun. It proved that you could go to great lengths to ensure customer satisfaction regardless of what industry you’re in.
10. Hello Fresh
Hello Fresh is a meal-kit delivery company. On its messenger chatbot, it provides support relating to order-placing, discounts, etc. The chatbot asks questions, based on the research on the queries the human representatives receive. If the query is not listed, the user can also type in a question.
The bot has avoided open-ended messages that have higher chances of errors. And apart from the questions, it has also integrated a social selling component by offering exclusive discount codes.
The bot also provides upsells and cross-sells based on customer purchases. It strategically markets its discounts and products while being available for the customer at all times.
All successful customer service chat bots have one thing in common — they keep the customer’s convenience at the forefront while deploying a chatbot. Such as multilingual chatbots for customers spread across the globe, omnichannel bots for customers on different platforms, round-the-clock support, etc. These chatbot solutions are meticulously designed into the solution to meet the growing demands of customer expectations.
So you know, there isn’t one but many reasons for needing a customer service chatbot. The best part is you don’t have to be an expert to build bots like the ones mentioned above in customer support chatbot examples.
All you need is some assistance in defining your requirements and availing a solution that perfectly fits your needs. You can get in touch with us, and we’d be happy to identify and deploy customer service chat bots for you.
Content Editor at WotNot. He likes technology, chatbots, comedy, philosophy, and sports. He often cracks hilarious jokes and lightens everyone's mood in the team.