Chatbot in Accounting: If you manage an accounting firm, you certainly understand how important the implementation of new technologies is to the business’s overall success. One of the most modern trends applied in the office is the chatbot.
This is a technology in the accounting market capable of constituting competitive differentials for the branch offices, as it brings advantages to internal (employees) and external (consumers) customers.
To inform you on the subject, we bring in this post the chatbot’s concept and operation, instruct you on how to use this tool in an accounting office, and explain what its reflexes are for the business.
What Is A Chatbot, And How Does It Work?
A chatbot is an English term that means chat robot (bot). As its name implies, it is a technology that exchanges messages with users autonomously; that is, only one of the parts of the conversation is human (the client).
In practice, the company creates ready-made messages that will answer the questions asked by users and develop features that allow it to interact well with the site through the chatbot. This brings numerous possibilities, as the customer can:
- consult fees, promotions, plans, and opening hours;
- make appointments;
- obtain information about the office and its services;
- redirect to the most appropriate part of the site;
- search payments and records;
- among many other features.
The tool can be implemented in different types of chats, such as WhatsApp Business, Facebook Messenger, or the company’s official chat system, usually found on the main page of the office’s website.
This idea became more popular after Facebook announced that organizations could use chatbots in the conversation windows of their official pages. The innovation was a success and contributed to the service of companies.
It is possible to use artificial intelligence so that the computer learns to generate new messages automatically as it interacts with customers. However, this technique is exceptionally advanced and still needs further development.
It is also feasible to give the chatbot a personality that can have a more formal or relaxed language. Thus, if the firm has a specific way of communicating with the client, it is enough to formulate the answers to better suit their target audience.
How To Use A Chatbot In Your Accounting Office?
This is a beneficial technology in an accounting office to keep in continuous contact with your audience. One of its functions is to resolve doubts about accounting issues. As the latter can be complex and extensive, people constantly doubt deadlines, concepts, terminology, etc.
To increase the agility in solving customer problems, you can leave ready answers to any questions that may be asked. This also helps accountants and employees find solutions faster.
For example, when the user asks the chatbot what the deadline is to send a tax document, the robot will immediately give the precise and correct answer.
Another utility that helps in the accounting routine is scheduling. Often, the client wants to speak or schedule a time when the accountant is free to solve a problem. As the chatbot is available 24 hours a day on the office’s platform or domain, this is possible as long as the robot is synchronized with the accountants’ schedule.
It is also possible to request opinions, feedback, complaints, or suggestions through the chatbot, which makes the technology a powerful ally in measuring the level of satisfaction of your customers.
To take advantage of this technology, the office can hire a conversation tool or implement a management system, including the chatbot. But for him to be able to satisfy the needs of your business, it is essential to analyze certain aspects of the technology before hiring. The elements that must be explored are:
- the time it is available to users;
- ease of programming;
- flexibility in running campaigns — allowing multiple functions;
- vendor support quality — speed and quality of service if you have a problem with the tool;
- deadline for implementing the system.
Why Use A Chatbot In Accounting?
It should be noted that the chatbot does not entirely replace human service, and it is possible for the user to be redirected to an attendant if necessary. However, it is still an instrument that can bring many advantages to the business. Find out what they are in the topics below.
Cost savings are achieved when you reduce administrative costs—human capital—to perform service. The savings occur because the chatbot will solve many doubts and problems autonomously. This benefit allows you to need less staff in the service sector and allocate them to more strategic functions in the processes of an accounting office.
Contrary to what many think, the chatbot does not make the conversation robotic or harmed. The technology consults its database for information such as payments, satisfaction level, and hiring history and customizes the dialogue to please each customer better. All this is done by the language adopted by the firm, which reinforces the brand identity, improves the relationship between buyers and the company, and enhances marketing campaigns.
Improvement In The Quality Of Service
A computer handles a large volume of data instantly. The chatbot makes the service more agile, as it will seek and provide information immediately. Quality is also increased when the firm provides full-time services, as it is a service that is always available to solve its clients’ problems.
A general problem of the offices is that, as it grows, the greater the portfolio of clients to be served will be. But as the chatbot makes a large volume of calls automatically, the office can expand its services and customers without increasing costs by the same proportion.
The chatbot is a beneficial trend for accounting firms, as it reduces costs and contributes to their customers’ satisfaction. However, hiring a complete management system that provides chatbot functionality is necessary.