Understanding the value of chat to your business requires comparison with the more traditional communication methods like phone and email. Efficiency-wise that’s like comparing solar energy with coal, because these traditional forms of communication are confined to one-to-one engagement - one customer, one staff member - where chat offers one-to-many customer engagement, scaling your customer service capability exponentially.
Website traffic volume also plays a big part in the value organisations derive from chat. The more traffic, the better the value.
Our analysis shows that there’s a lot of value left on the table with a traditional multi-tasking customer support team working office hours only. When you incorporate chat into the customer service model, the results get a lot better.
We thought we’d put some numbers around working out the value of chat, based on our customers’ experience. But before we start, let’s look at key benefits of adding automation into your customer service:
The table below puts some conservative numbers to the value your tourism business can derive from chat each month. The figures in the table are based on actual, typical results from our customers. Use the steps below to figure out the numbers that apply to your business, and start counting the savings.
Benefits are strongly correlated with website traffic.
As I said above, there’s a lot of value left on the table with a traditional multi-tasking customer support team working office hours only.
If you were to hire more staff instead of adding automation, then the cost of hiring extra team members and staffing customer service 24-7, could be $100,000 - $200,000 per year, not to mention training, office space, holiday breaks etc.
Most tourism businesses will find that an AI FAQ bot will yield much greater value/ROI. The annual cost of a chatbot is a fraction of a staff member; it’s always on, never complains, handles multiple customers at once, and the quality is consistent.
Sure, an AI answer bot can’t solve everything and staff are still required, but it’s a significant step towards the utopia of a 24-7 customer service team. Most tourism businesses will find an AI answer bot to complement existing staff is the best value solution.
If you’d like to check what value your business can expect from chat, please contact us and we’ll share more about the benchmarks and ranges our customers experience.