25 best chatbot use cases: companies using chatbots in 2024

Are you overwhelmed by a flood of customer inquiries? You might be thinking about hiring more support staff to manage the workload. But before you do, remember—it’s 2024, and technology can solve many of your support challenges.

For instance, a chatbot can handle FAQs, promote your products, and even assist your support team in having more effective conversations. Countless chatbot use cases are helping businesses grow significantly.

In this blog, we’ll explore various examples of businesses already harnessing the power of AI chatbots. So, let’s dive in and discover the incredible potential of chatbots!

What is the use of chatbots? 

Chatbots are amazing software that can simulate conversations with human users without the continuous need for a supervisor. Here are a few uses of chatbots:

• Lead generation: Engage visitors, collect contact information, and qualify leads.
• Product recommendations: Suggest products based on user preferences and behaviour, enhancing the shopping experience.
• Appointment scheduling: Manage bookings and reservations seamlessly.
• Marketing campaigns: Deliver personalised offers, promotions, and updates directly to users.
• Order tracking: Provide real-time updates on order status and shipping information.
• Survey and feedback collection: Gather customer feedback and insights efficiently.
• Internal support: Assist employees with HR queries, IT issues, and other internal processes.

There are many other chatbot use cases for customer service. It means you can use this tool in many other forms to create a better customer experience. 

So, what are those use cases? Let’s find out in the coming sections.     

25 best chatbot use cases in 2024 

Here is a visual representation of small to medium-sized companies using chatbots in 2024. 

Here are 25 different use cases of chatbots that were implemented by different companies: 

Chatbot use cases with Trengo

1. Chatbots can help in improving response time 

Your company is going through a busy season and getting inquiries from consumers 24/7. But the problem is that your support staff is unable to handle the overwhelming routine on time. Managing a wave of questions and guiding customers without missing a beat can be a daunting task.

This is the situation where a chatbot like Trengo comes in as your support hero. Trengo is not just a response tool but a dynamic assistant that never sleeps and is always ready to help your consumers.  

Trengo’s chatbot can handle a myriad of tasks with ease — from answering FAQs to guiding customers through critical processes. Whether your customers are curious about an event’s details, need help placing an order, or have questions about your services, AI HelpMate is on the job 24/7.

The best part is you can train your chatbot to understand your company’s voice and tone. For example, you can train your chatbot to answer queries like: 

• Where are you located? 
• Do you offer discounts on your services? 
• How can I schedule an appointment? 
• Are there any hidden charges? 

Billink is a growing buy-now-pay-later company. They were facing the challenge of maintaining quick and high-quality customer support. To address this, they turned to Trengo’s chatbot, which seamlessly integrated into their operations and transformed their customer engagement. 

With Trengo’s team inbox and automated workflows, Billink streamlined internal communication. It now allows Bilink’s team to easily collaborate efficiently through internal notes and @tagging. This integration significantly sped up issue resolution, enabling responses to WhatsApp messages within five minutes and Live Chat inquiries within three minutes. 

Bottom line: Trengo’s chatbot played a crucial role in automating routine tasks and handling common queries, like invoice pauses, without requiring human intervention. This automation not only reduced the burden on customer service agents but also improved overall efficiency, allowing Billink to consistently meet and exceed their service level agreements (SLAs). 

2. Get more leads 

Your marketing team is working overtime to generate leads, but the influx of inquiries is overwhelming your sales team. Prospective customers are waiting too long for a response, and many are getting frustrated and giving up. This is a missed opportunity for your business.

So to get rid of this issue, many businesses implement Trengo's chatbot on their website and social media channels. The chatbot can engage with visitors 24/7, answering their initial questions, collecting contact information, and qualifying leads. It can also provide relevant resources and schedule appointments with the sales team. This not only frees up the sales team to focus on closing deals but also improves the overall customer experience. 

The benefits of using chatbot for lead generation can include: 

• Increased lead generation: The chatbot can capture leads around the clock, even when your sales team is offline.
• Improved customer experience: Visitors can get quick answers to their questions, reducing frustration and increasing satisfaction.
• Enhanced lead qualification: The chatbot can gather important information from potential customers, helping your sales team prioritise their time.
• Cost savings: By automating routine tasks, the chatbot can reduce the workload on your sales team, saving you money.

Take the example of Alfrink cosmetics. The company was trying to reach leads manually using Excel sheets and WhatsApp. However, it was a slow and hectic process. So, they decided to use Trengo to take over their lead generation. As a result, their team has seen a 70% higher response rate across all channels. 

Bottom line: If your sales team is overwhelmed and your leads are slipping through the cracks, it’s time to let Trengo's chatbot step in. Available 24/7, it engages visitors, qualifies leads, and schedules appointments—so your team can focus on closing deals. 

3. Provide a personalised customer journey

In the world of perfumes, where scent is everything, selling online can be a tricky proposition. How do you convince customers to buy a product they can't physically experience? 

This was the issue that was troubling Parfumado, a Dutch perfume subscription service. According to them, providing a personalised customer journey was the right answer to solve this issue. 

Trengo, with its seamless integration of WhatsApp Business, became the cornerstone of Parfumado's customer service strategy. By offering a variety of communication channels, including social media, email, and phone, Parfumado ensured that customers could reach them whenever and however they preferred. 

The results:

• Increased customer engagement: Personalised communication helped customers feel valued and understood, fostering stronger connections with the Parfumado brand.
• Improved efficiency: Trengo's centralised inbox streamlined communication and boosted team productivity, allowing Parfumado to handle thousands of conversations per month.
• Data-driven insights: Detailed reports provided valuable insights into customer inquiries and team performance, enabling Parfumado to optimise its operations.
• Reduced response times: Automation features, such as AI Journeys, helped automate routine tasks and reduce response times, ensuring customers received timely assistance.

As Martijn van Rooy, Founder of Parfumado, puts it, "Trengo has been instrumental in helping us create a truly exceptional customer experience. It's more than just a tool; it's a strategic partner that has enabled us to scale our business and build lasting relationships with our customers." 

Bottom line: Parfumado successfully overcame the challenge of selling perfumes online by leveraging Trengo’s multi-channel communication platform to provide a personalised customer experience. This approach led to higher customer engagement, improved efficiency, and stronger relationships, proving that the right tools can transform online sales strategies.

Chatbot use cases for lead generation

4. Getting leads with a proper strategy 

What is the method you use to get leads for your business? Are you still using conventional lead generation? If yes then the conversion rate may not be high as modern customers don't usually prefer to fill long forms. This situation demands training bots for capturing leads while including prospects who are not interested in long landing pages or forms. 

Here’s how you can use chatbots to improve your lead generation process:

Train your chatbot to have fun and interactive conversations. It can help you collect valuable information without the process being boring or salesy. Moreover, chatbots can ask relevant questions, guide visitors through the decision-making process, and ultimately encourage them to share their contact information. 

Vainu, a data analytics service, has successfully implemented this strategy with their VainuBot. By asking visitors a series of questions, the chatbot gathers insights and builds a more personalised experience. This makes it more likely for visitors to submit their email addresses for a demo or report.

Here's how a chatbot quiz can benefit your business:

• Higher engagement: chatbots offer a more interactive and engaging way to capture leads.
• More qualified leads: by asking targeted questions, you can generate leads that are more likely to be a good fit for your business.
• Enhanced customer experience: a chatbot quiz can provide a positive and memorable experience for visitors.
• Valuable data: the information collected through a chatbot quiz can be used to personalise marketing efforts and improve your understanding of your target audience.

Bottom line: Ready to give it a try? A chatbot quiz can be a powerful tool for generating more leads and building stronger relationships with your customers.

5. Build email lists easily and more effectively 

When companies want to collect emails from customers, prospects, or even casual visitors, they usually resort to the trusty old form. You know the ones like a big, in-your-face pop-up or a tiny, blink-and-you’ll-miss-it box in the corner. 

Sure, these forms can get the job done. But let’s be real, most people just close them or pretend they’re not there. Why? Because forms feel like ads. And nothing kills the vibe of a website faster than an unexpected ad popping up.

But here’s where chatbots come to the rescue, offering a friendlier, more engaging way to gather leads. Unlike forms that just demand, “Give us your email for this cool thing,” chatbots take a different approach. They start a conversation, asking visitors what they’d like to do, making the whole process feel a lot more like a chat with a helpful guide than a sales pitch.

Hiver, a company that provides shared email services, nails this approach beautifully.

Chatbots make it super easy for people to find what they’re looking for on a website, whether it’s a downloadable resource or just some interesting content. And for most companies, they’re a fantastic tool for generating leads. 

Here’s how Hiver’s chatbot works: 

It first asks visitors what they’re interested in. If someone clicks on ‘just checking out the content,’ the bot asks what topics they’re into. Based on their choice, it offers up a link to a relevant case study, something valuable they can dive into if they’re interested.

This method works wonders compared to traditional forms because it feels like an actual conversation. The visitor is engaged, getting exactly what they’re looking for, and is way more likely to hand over their email in exchange for the case study. It’s all thanks to the chatbot making the interaction feel meaningful rather than mechanical.

Bottom line: In short, chatbots turn a boring “give us your email” moment into a dynamic exchange that boosts conversions and leaves visitors feeling heard and valued. 

6. Chatbots can handle quizzes, promotions, and contests

If you are a business looking to grow your audience you can start investing money in giveaways, contests, and quizzes. Consumers always like to enjoy discounts, giveaways, and even contests that can help them go viral and allow businesses to get new loyal customers effortlessly. 

However, to get the best results the planning needs to be well-executed. It means that the giveaway must be front and centre, super easy to join, and a breeze to participate in. Plus, it should quickly grab those all-important email addresses from eager participants.

That’s where chatbots come in, ticking every box with style:

• Highly visible: Chatbots are hard to miss on websites and apps, so everyone who visits will see your giveaway.
• Effortless participation: With just one click, visitors can dive into your quiz, contest, or survey, easily clicking the right answers or typing their responses.
• Smooth email capture: Thanks to the chatbot’s conversational nature, getting visitors to share their email is a piece of cake.

Here’s a football company looking to build lasting relationships with customers, using chatbots to create a fun, engaging contest to sell match tickets and create hype for the game. 

Bottom line: If you’re looking to grow your audience, giveaways, contests, and quizzes are a great way to do it—but execution is key. The use of chatbots makes it easy by putting your giveaway front and centre, offering effortless participation, and smoothly capturing email addresses. It’s a simple, effective way to engage visitors and turn them into loyal customers.

Use of chatbots in marketing

7. Improve the funnel marketing 

Imagine walking into a store for the first time, and the sales clerk immediately asks if you want to buy something. It’s a bit off-putting, right? The same goes for online businesses, asking a first-time visitor to buy your products or services right away can make your business seem desperate, and that’s a major turnoff.

Instead, businesses should roll out the welcome mat. Make visitors feel at home on your website, listen to what they’re looking for, and offer them something genuinely useful, like an ebook, an email course, or a demo. This approach is way more likely to build trust. 

And when visitors receive valuable content in exchange for their email addresses, it opens the door to future marketing emails that keep the conversation going. Over time, as these emails keep landing in their inbox, many of these subscribers will eventually decide to buy your products or services.

So, how do you make visitors feel welcome and start building their trust? You can utilise chatbots to handle this situation. 

For example. Expedia, one of the top travel agencies, employs a chatbot on its home page to collect information about its visitors. The bot asks questions that genuinely feel helpful and makes recommendations that help move the buyer up its sales funnel.

Bottom line: By making visitors feel valued and heard, you’re not just building trust; you’re also laying the groundwork for future sales. And with a chatbot in your corner, you can do it all without breaking a sweat.

8. Introduce new products/services 

To maximise sales, every business should aim to provide customers with spot-on product recommendations whenever they can. Just take a peek at the websites of big names like Amazon, Ikea, or AliExpress you’ll see sections filled with relevant product suggestions according to the history of the visitor.

Why do they do this? Simple, the more relevant the recommendations, the more sales roll in. Plus, it takes the guesswork out of shopping for the customer, making their experience smoother and more enjoyable.

Many tools and strategies help companies give perfect recommendations, and one of the shining stars in this lineup is the chatbot. 

With chatbots, companies can give visitors a personalised shopping experience that feels just for them. The chatbot asks a few questions to get a sense of what the visitor likes, then serves up a selection of products that fit the bill. This not only boosts sales but also makes shopping feel effortless for the customer.

MVMT, a trendy fashion brand known for its watches and sunglasses is using chatbot effectively to provide good recommendations to the visitors. 

Their chatbot helps customers quickly find the perfect watch while also showcasing the latest models. Through a series of questions and clickable answers, the MVMT chatbot guides visitors through their options. 

By the time the quiz wraps up, visitors are presented with a list of recommendations that catch their eye. And just like that, MVMT turns those recommendations into sales, all thanks to their perfect use of chatbots.

Bottom line: To boost sales, offering spot-on product recommendations is key, and chatbots are a great way to do it. By asking a few simple questions, chatbots can deliver personalised suggestions that make shopping easier and more enjoyable for customers. This not only enhances the shopping experience but also drives more sales, turning casual visitors into satisfied buyers.

9. Improve your drip campaigns 

Email marketing is a powerful tool for getting new customers. Many businesses use it to attract and nurture leads. With email, you can create different drip campaigns for various audiences based on their needs and interests.

But here’s the challenge: getting website visitors to sign up for your email series can be tough. No matter how great your email campaigns are, they won’t help if visitors aren’t subscribing.

This is where chatbots come in. They can boost your email marketing efforts and create a stronger lead generation channel.

By using a chatbot on your website and apps, you can engage visitors in conversation. The chatbot asks them questions, making the interaction more interesting. Many visitors will chat just out of curiosity. At the end of the chat, the bot can ask for and store their email address.

Based on their answers, you can then add these emails to the right marketing campaigns. Chatbots make this advanced segmentation possible right from the start.

As an example, check out how this copywriting coach and guru fosters relationships with her contacts through the use of chatbots. The bot hands over the lead magnet, and asks for the email and first name, but all while making it look like a friendly conversation.

Bottom line: Combining chatbots with your email marketing can turn curious visitors into valuable leads. 

Use of chatbots in sales

10. Build a remarkable customer experience 

Imagine you're planning a vacation to Bali, but the hassle of jumping between websites and flipping through brochures is wearing you out. Then, you stumble upon a website with a friendly chatbot. It asks about your interests, budget, and travel style, and then suggests personalised vacation packages tailored just for you.

But what if this chatbot wasn’t just helpful? What if it was also fun and engaging? Picture it cracking jokes, sending memes, and even offering quiz-like suggestions to guide you through your decision-making process. Wouldn’t that make planning your trip a whole lot more enjoyable?

Providing an engaging customer experience is one of the best chatbot use cases. After all, chatbots don’t need to be serious and purely transactional. You can design your chatbot to create a delightful and memorable customer experience. 

Moreover, engagement also goes hand-in-hand with practical assistance. They can quickly show pictures of products, give you clickable options, and even provide live links to Google Maps directions. This makes them a valuable tool for customers who like convenience and efficiency.

Domino Pizza is a great example of how a chatbot can be used effectively to improve the customer experience. Their chatbot allows customers to order pizza directly through Messenger, without the need to download an app or visit their website. This simple and convenient process has made it easier for customers to enjoy their favourite pizza.

Bottom line: Chatbots can go beyond just being helpful—they can create a delightful experience by cracking jokes, sending memes, and guiding you with interactive suggestions. 

‍11. Simplify your pricing 

When visitors land on a company’s pricing page, ready to buy a product or service, they might find themselves staring at a sea of options. This can leave them feeling more confused than confident.  Even if the company has laid out all the details in handy comparison charts, the sheer variety can be overwhelming.

If a potential customer is scratching their head over pricing, they might just throw in the towel and walk away without making a purchase. What’s more, most people aren’t exactly eager to admit they’re confused, especially not to customer service.

To save customers from this awkward situation, companies can deploy a chatbot right on their pricing page. This helpful little guide can casually pop up and let visitors know that if they need a hand deciding which product or service is right for them, the chatbot is there to assist.

Take Amtrak, for example. This railroad service, which operates across the U.S. and Canada, saw the potential in this chatbot use case and ran with it. They introduced Julie, a chatbot designed to help customers find the best routes and book train tickets easily.

Julie isn’t just a friendly face, she’s also incredibly effective. Thanks to Julie, Amtrak saw a 25% increase in booking rates and a 50% boost in user engagement and customer satisfaction. Julie handles an impressive 5 million questions a year. 

Bottom line: If a company wants to make its pricing crystal clear and help customers choose the right option without any stress, a chatbot like Julie is just the ticket. It’s a smart, simple way to turn a potentially confusing moment into a smooth, guided experience that leaves customers feeling confident in their choice.

12. Handle upsell, down-sell, and cross-sell tactics

When a customer buys something from your business, it’s not just the end of a transaction it’s the beginning of a relationship. According to Harvard Business Review, over 70% of customers want to hear from retailers after making a purchase, especially if they’re getting personalised content.

But how can a business offer the right choices to the customer at just the right moment?

Sure, you could list discounts on your website, but there’s no guarantee anyone will see them. Emails? There’s no telling if customers will even open them, let alone click on a promo. And pop-ups? Let’s be honest, they aren’t exactly popular among most website visitors, in truth, some may even call them a nuisance. 

The sweet spot is catching customers when they’re most engaged with your products or services, and that’s where the use of chatbots comes in. 

Chatbots can work their magic while a customer is exploring your offerings and present them with an irresistible upsell or down-sell offer at just the right time. Since the customer is already engaged and interested, they’re much more likely to consider and even accept the offer.

The best part is chatbots are not just limited to making sales smoother, they can also sweeten the deal with exclusive discounts. Take HelloFresh, for example. This meal-kit delivery service uses a chatbot to offer discounts to customers browsing through their meal boxes. This is an effective strategy as it can even compel the scrollers to order an item.

Bottom line: If your business offers a range of products and services at different price points, why not use a chatbot to upsell, down-sell, or cross-sell? It’s a clever way to keep the conversation going and increase your chances of turning a one-time buyer into a loyal customer.

Chatbot use cases for service-based businesses

13. Improve service onboarding 

For software companies, teaching new customers how to use their tools is crucial. If customers don’t understand how to use the product, they won’t use it. And if they don’t use it, they might switch to a competitor. This can lead to losing customers faster than gaining them.

The key to avoiding this is a clear onboarding process that guides customers from the start. By showing customers what the product does and how it works, you can greatly increase the chances they’ll use it.

Chatbots can be a big help here. They act as virtual tour guides, showing customers how a product or service works before they even make a purchase.

Chatbots can use text, images, videos, and GIFs to explain how a product operates.

For example, Plum, a company with AI-driven money-saving software, uses a chatbot to teach users about their product. The chatbot introduces the software, shares social proof, and then asks if the user wants to learn more. If they say ‘yes,’ the chatbot explains how the Plum app works.

Bottom line: With a chatbot, you can onboard new customers efficiently and save your team’s time. Like Plum, any company looking to explain and guide customers through their product or service can use this chatbot strategy right on their website or app.

14. Help them buy, sell, and book

Customers can ask many questions before buying, selling, or renting property, if you are in the real estate business. And guess what these questions often come in a similar pattern. So, addressing such repeating questions manually can eat up your customer support’s time and resources. 

You can avoid this situation by automating the answers using a chatbot. You can train your chatbot to easily handle queries like: 

• What is my home’s value?
• What are some listings in XYZ area?
• How much is the rent for my house?

When a chatbot handles such questions your customers get quick responses and your support staff gets more time for more important tasks. 

Exactly what The Keyes Company does through their chatbot.

Bottom line: In businesses across all industries, customers often have similar questions about different services. Manually answering these repetitive queries can drain your support team’s time and resources. By automating responses with a chatbot, you can provide quick answers to common questions, freeing up your staff to focus on more important tasks and ensuring a smoother experience for your customers.

15. Show demo for requested services

It is a good idea to offer multiple choices to customers. However, too many options can overwhelm and confuse customers, making them uncertain about their purchases. Harvard research shows that too many choices can lead to frustration, causing customers to hesitate rather than buy. 

A better approach is to categorise products into specific, limited groups and guide customers through the options step by step. This makes it easier for customers to explore and understand the variety of products available.

Chatbots are perfect for this task. They can showcase products in a step-by-step manner, using multiple-choice questions, images, text, and videos. The chatbot can ask customers to choose a product category, allowing them to refine their choices with just a click.

This process can be repeated until the customer finds the exact products they’re interested in.

One of the similar examples of AI chatbots is the strategy of Nordstrom. Nordstrom uses this strategy with their KiK chatbot. With a vast product range and a diverse customer base, their chatbot’s step-by-step system helps showcase the right products to the right audience.

Bottom line: Companies like Nordstrom with multiple product categories can use this chatbot approach to offer a visual, immersive product demo experience. It’s also ideal for providing product recommendations. 

Use of chatbots in e-commerce

16. Handle return and exchange requests 

The customer support department in e-commerce businesses frequently gets tickets related to refunds and exchanges. However, almost all e-commerce companies have a clear policy for solving such requests. It means that handling refund queries is a repetitive task for the support team.  

Since it is a repetitive task the company can train a chatbot to handle such frequent queries. It will not only reduce the workload of the support team but also provide customers with a quick solution. 

One of the e-commerce companies using chatbots to track their orders and returns is eBay. the e-commerce giant has a huge influx of FAQs coming in every day. So it is only logical to employ a chatbot to take over the most repetitive tasks for them.

Bottom line: Handling return and exchange requests can be time-consuming for e-commerce support teams, but chatbots can take over these repetitive tasks. By automating responses to refund queries, chatbots not only lighten the support team's workload but also provide customers with quick, efficient solutions—making the entire process smoother for everyone involved.

17. Utilise fun conversations to promote products 

Every company knows that marketing isn’t one-size-fits-all. Different audiences crave different things. Maybe one group demands thoughtful conversations about your product or service, while another just wants to kick back with a fun quiz. That means your marketing channels need to be as adaptable as your audience’s tastes.

As we’ve mentioned, people would love to chat than fill out a boring form. But if there’s one thing people love even more, it’s a good, personalised shopping experience. Especially one they can enjoy. 

And guess what? AI chatbots make this whole process a breeze.

With chatbots, you can sprinkle in memes, GIFs, images, emojis, and all sorts of fun stuff to jazz up your product recommendations. As an example, you can look at the ecommerce store, American Eagle Outfitters. They use chatbots to have conversations with their prospects and promote their products. 

Their chatbot doesn’t just push products, it starts a friendly chat with customers, gets a feel for their preferences, and then recommends items they’ll love. During the conversation, it’s dropping memes, pop culture references, and other cool content to keep the audience hooked. And since their audience is mostly females aged 13 and up, this playful, personalised approach is a big hit.

Bottom line: If your company is looking to engage with customers in a fresh, dynamic way, chatbots are the way to go. They’re the perfect tool to craft your marketing strategy for different audiences, making every interaction feel personal, fun, and effective.

18. Confirm orders and track shipping 

Typically, checking the shipping update is not a smooth process. The customer needs to go through several steps before getting the exact information. For instance, first, they’ll need to get the shipping number via an email and then go to another website and enter details before they can know the delivery date. 

But wouldn't it be great if there was a simpler way? This is where the chatbot comes in. With a chatbot, you could simply enter your order number and get instant shipping status updates. No more searching through emails or navigating complicated websites.

Zalando, a popular European fashion brand, has implemented this feature in their chatbot. Customers can easily track their orders right after making a purchase, freeing up their customer support team to handle more complex issues. 

Bottom line: Checking shipping updates can be a hassle, but a chatbot can simplify the process. Instead of digging through emails and navigating multiple websites, you can simply enter your order number and get instant updates. It’s a quicker, easier way to track your orders and frees up the support team to focus on more complex issues.

Chatbot use cases for customers

19. Personal shopping assistant 

Today’s customers are smart shoppers. They want to be informed about the products they’re buying. They expect to know what varieties, sizes, and colours are in stock, and they want this information fast. If they don’t get quick responses, they’ll move on to the next vendor.

For businesses, providing this level of service requires a significant investment in hiring employees, building infrastructure, and investing in technology. It’s not just about the money, companies also need time to develop and streamline these services within their sales teams.

However, companies can reduce costs and onboarding time by using a chatbot.

With AI-powered chatbots that can understand and analyse customer requests, businesses can offer a personal shopper that’s available 24/7. This virtual assistant can pull up product details and demos in seconds.

This isn’t just theory, many companies are already using the technology to create a better customer experience. For example, H&M is using chatbots for the same purpose. Their chatbot helps customers find the right fit and size. It also provides style guides, product options, and pricing, making the shopping experience smoother.

Bottom line: A chatbot can become a personal assistant, delivering an exceptional customer experience. Any company looking to offer customers their digital assistant can use this chatbot strategy. It provides fast, in-depth product knowledge, which can boost sales and keep customers coming back.

20. Provide quotes and estimates 

In this digital world customers always try to research the product and even reach out to businesses before buying their product. However, answering such questions can take a lot of time and effort for sales agents. These questions often have a repeating pattern that you can automate to save time and effort. 

This is where a chatbot can step in. With its multiple functions and conversation scenarios, a chatbot can handle these inquiries, freeing up sales agents to focus on more complex issues. 

Also, for a sales agent, it may sometimes be time-taking to find and quote prices. Chatbots can quickly retrieve this information. They can quickly identify the requests and fetch relevant data from the company’s database. 

Staples is a company that is using chatbots to quickly assist customers in completing their research and making a decision. It shows customers whether a product is in stock and lists its price. The chatbot also displays product images and provides a "shop now" button, allowing customers to quickly visit the page and purchase the product.

Bottom line: If you are also looking to provide quick assistance to your customers then start using chatbots as they are quick and efficient. 

Use of chatbots for businesses

21. Use chatbots for sales, customer support, and more 

Most companies are using chatbots for only one purpose. For instance, they are either used to make sales, generate leads, or provide customer support. Yes, these individual tasks help businesses in many ways, but a single task cannot reveal the full potential of the chatbot. 

In business, the best tools are those that can integrate multiple roles and activities, leading to smoother processes and better results. Chatbots are exactly that kind of tool. Companies can equip their chatbots to handle customer service, sales, and lead generation all at once. As they observe how customers interact with these chatbots, they can add even more services.

The full potential use of chatbots can help businesses reduce operational costs and increase sales. 

Trengo is a great example of one of the companies with the best chatbots. Trengo can handle various functions and conversation scenarios. Customers can ask multiple questions and choose from a range of services. It can provide product information, share sales information like pricing, and support existing users. If it encounters a complex question, Trengo can connect the customer to a live agent directly within the chatbot window.

This approach allows businesses with multiple departments to extend their services beyond regular working hours by deploying a chatbot on their website or mobile app.

Bottom line: Many companies use chatbots for a single purpose, like sales or customer support, but they’re capable of so much more. By equipping chatbots to handle multiple tasks—such as customer service, sales, and lead generation—businesses can unlock their full potential. This approach not only streamlines operations and reduces costs but also enhances customer service, making it easier to provide round-the-clock support and boost sales.

22. Best assistant for the sales team 

Chatbots don’t just make life easier for customers. Companies using chatbots can also utilise the technology to improve their productivity internally. 

It's not just customers who need help solving complex problems, employees like tech support teams, customer service agents, and salespeople often face challenging questions, many of which come directly from customers.

In this scenario, a chatbot can act as a valuable assistant to internal teams. These chatbots can quickly find answers to frequently asked questions, search a company’s database for current product information, or provide solutions to other inquiries.

For example, Hubo’s sales team can use Trengo to quickly fetch data for solving customer queries. It can also help you to summarise long incoming queries so the team can easily understand the request and respond promptly. 

After getting help from Trengo, Hubo is now able to handle even the busiest seasons and answer 500 orders per day. 

Bottom line: Chatbots aren't just for customers—they can significantly boost internal productivity too. By assisting teams like tech support, customer service, and sales, chatbots can quickly fetch data, provide solutions, and even summarize long queries. This helps teams respond faster and more efficiently, especially during busy seasons, making it easier to manage high volumes of inquiries and orders.

23. Assign customer requests to support teams 

Chatbots are amazing when it comes to handling those quick questions and simple requests that customers often have. They’re like the superheroes of customer service, swooping in to save the day with instant answers. But what happens when a customer has a more complex issue? That's where the story usually takes a bit of a turn.

Typically, when things get complicated, customers have to go through the old-school route like 

• Send an email to customer support 
• Wait for a long time to get a reply 

Or they can also call the support team only to get passed from one agent to another like a game of hot potato. This rollercoaster ride is not a smooth one for the consumers.  

Once again the chatbots can save the day and time for your consumers. As the latest chatbots like Trengo allow the customers to ask the chatbot to connect with a human support agent and it will automatically and quickly bring human support. No waiting, no fuss, no need to switch communication channels. 

Meanwhile, on the support side, the chatbot can automatically create a support ticket and assign it to the right agent, making the whole process smoother than ever. 

Chatbots aren’t just about answering questions—they’re about making connections. Whether they’re helping solve an issue on their own or getting a customer in touch with an available agent, they’re there to make life easier.

Take Helmi, for example, the virtual assistant for HOAS (The Foundation for Student Housing in the Helsinki Region). Helmi is on duty 24/7, independently handling over 59% of customer queries like a pro. But if a customer has a tricky question or just prefers to chat with a real person, Helmi checks to see if an agent is available and makes the handoff. 

And that’s not all, Helmi is also a star when it comes to boosting customer satisfaction and strengthening the HOAS brand.

Another shining example is the beauty giant, Sephora. Their messenger chatbot is all about delivering top-notch customer service with just one click. And since Sephora customers sometimes have unique requests that a chatbot can’t handle alone, the bot is ready to pass the baton to a live agent when needed. Customers simply enter their email (or other info), and Sephora’s support team takes it from there, ensuring that every need is met.

Bottom line: With these chatbots in action, customers get the best of both worlds: speedy service for simple tasks and personalised attention for the more complex ones. It's a win-win!

Chatbots use cases for customer care

24. Get instant customer feedback 

Businesses are always trying to provide exceptional customer service to their consumers. And the most important method to do that is by asking for regular customer feedback. Only customers can tell the performance of your support staff. 

But how do you get honest, actionable feedback from a diverse range of customers? 

Traditional surveys often fall short. They're time-consuming, require extra effort from customers, and can have low completion rates. Most of the time the customers are also reluctant to fill the survey forms. They do not want to click on survey links or read and answer lengthy questions. 

In fact, according to research the traditional surveys via email only have a 30% completion rate. Whereas, online surveys have a 29% success rate. 

Never forget that surveys benefit the business, not the customer. It's up to the company to make it easy for customers to share their thoughts.

This is where you can utilise one of the chatbot use cases for customer service which is conducting surveys. 

The use of chatbots allows them to engage in conversation, which leads to more people completing the surveys. 

Bottom line: If you can utilise the chatbots for conducting surveys you can easily gather customer feedback and improve your support team and process. 

25. Your digital sales agents 

Every business dreams of being operational 24/7, serving customers even after the business day has ended. However, for many medium-to-small businesses, creating such an enterprise where customers are served day and night isn't feasible. Staffing a sales department to run 24/7 is a challenging task. 

But there's an alternative, the use of chatbots. While a chatbot may not be as powerful as a live sales agent, it can still do a fantastic job of closing sales by engaging with customers worldwide. With its easy conversational system and the ability to use rich content like pictures, GIFs, and videos, a chatbot can effectively showcase products and drive sales.

Even if a customer doesn't make a purchase, a chatbot can still work to capture their email address or schedule a demo. It can even gather lead information, providing the business with a valuable sales tool that operates 24/7 at a fraction of the cost of maintaining a full-fledged sales team.

One company successfully using chatbots in this way is Snaptravel. They've created an impressive AI chatbot that acts as an automated sales agent, capable of booking flights and hotels for customers based on their budget and schedule. 

If the chatbot encounters an issue it can't resolve, it promptly brings a live sales agent into the conversation. Additionally, it captures customer lead information by offering instant alerts for promotions and discounts via WhatsApp, Facebook Messenger, or text.

Bottom line: A chatbot can deliver a remarkable customer experience by becoming a digital sales agent.

How to get the most out of your chatbot? 

It is important to choose the right chatbot for your business. And the more crucial thing is to manage it properly so it keeps on giving good results for your company. 

Here are a few tips you can use to maximise the potential of your chatbot.  

• Select the right chatbot according to your needs: The first is to find a chatbot that perfectly aligns with the goals and needs of your business. You can find chatbots that are specifically designed for your business be it ecommerce, finance, or healthcare. 
• Explore all features: After you have selected and deployed your chatbot take some time to explore all of its features. It is an important step as sometimes you miss out on useful tools that can create a positive impact on your productivity. So, exploring your chatbot can help you leverage its full potential. 
• Keep updating your chatbot: In the world of technology, continuous improvement is the key to success. So, regularly try to update your chatbot. You can use customer feedback or performance metrics to make necessary changes. 
• Customer feedback is important: It is crucial to pay attention to customer feedback about your chatbot. You can use the feedback to make required adjustments, ensuring the chatbot is always responding according to the needs and expectations of users. 

You will be able to improve the functionality of your chatbot if you can properly implement the above tips. It will not only improve your productivity but also bring down your costs. 

How to get started with AI in customer service?

Utilise AI agents 

Well-trained AI agents or chatbots can have real-time conversations with customers and can even handle more complex situations. These AI agents use conversational AI that allows them to easily understand and solve customer issues. It means AI agents can handle customer queries from start to finish. 

For example, Trengo’s AI HelpMate can handle customer interactions easily and allow the support team to focus on high-value work. 

Assistance for support staff 

AI-powered agent assistance tools can supercharge your support team's productivity, making it a breeze for them to tackle customer issues faster than ever. These smart tools suggest responses tailored perfectly to each customer's unique needs, giving your agents the confidence and clarity to handle any situation with ease. 

For example, Trengo helps your support team by suggesting accurate, on-brand answers to customer questions. You can mix AI’s accuracy with human emotions and curate the perfect responses for your customer support queries.

Automate workflows 

The use of AI in customer service can help businesses automate workflows that lead to faster support for customers and efficiency for agents. Here’s how AI can help you optimise workflows: 

• Well-trained AI can easily send customer requests to the agent depending on the conversation with the user. 
• AI can also give suggestions for answers depending on the context of the ticket. 
• Agents can use AI to summarise large tickets so that they can easily understand the problem and help the consumers swiftly. 

Bike Hero is a bike repairing company that leverages the automated workflows of Trengo. The automated AI response helps the business to respond to customers 150% faster.  

Optimise workforce management

It is a good idea to use AI-powered workforce management as it can improve the productivity of support teams. The use of technology can help you analyse historical data, predict staffing needs depending on the workload, reduce overtime costs and minimise wait times. Also, AI can help you create schedules and shift timings for each team member, saving crucial time for managers.  

Improve service quality

AI can also help in improving customer support quality by evaluating all the conversations of your support team. AI can generate reports quickly as it can analyse all conversations across channels, agents, languages, and business process outsourcers. You can use the generated reports to improve your support quality and maintain a strong bond with customers. 

Improve your help centre

Customer service AI takes your help centre to the next level by analysing how well your knowledge base articles perform. It flags content that needs an update or should be archived and even suggests new articles to fill gaps based on your service data. Plus, with AI-powered writing tools, admins can easily write, adjust the tone, or simplify articles, making it a breeze to scale your knowledge base.

Bypass language barriers

Translation is another use case of chatbots, crucial in the customer support world. Trengo’s AI HelpMate helps you provide optimal support to your customers in 26 languages. The bot automatically translates your and your customers’ messages so the conversation is easy-to-understand on both sides.

Moreover, in some cases where the demographics of the customers are unclear. The bot can hold conversations in 6 default languages that are most commonly used.

What's your chatbot use case?

We have discussed the most common use cases of chatbots. However, there are many more ways to utilise AI power in your business and take it to another level. 

So, are you ready to to integrate AI into your business and create a system that is faster and more efficient? 

But before selecting any tool don’t forget to understand your needs and plans. Also, ensure that you check all the features of your AI assistant and utilise all of them to maximise the potential of the technology.