Chatbot technology is all over the news now, it’s no longer a trade secret for businesses. You see them everywhere on the internet. You may be asking yourself, “Why would anyone use chatbots in the first place?” or “Why are chatbots popping up everywhere? How are they being used?”.
The sole reason bots are even used in online marketing campaigns is how effective they are in supporting customer service tasks for the company’s customer base and prequalifying their audience to see if they are an ideal fit to be a customer or client at scale.
Adding a chatbot to a business is very cost effective. That is why you see so many businesses investing in the technology. These bots integrate with Facebook Messenger, Slack, Telegram, and SMS. Your chance of reaching a broad audience is sky high when using chatbot technology.
As of late March of 2019, there are reports that Messenger, Instagram, and WhatsApp have merged and are working together to implement the opportunity for seamless integration for bots within all of their platforms. That’s over 3 Billion active users per month on all those platforms combined!
Did you know there are over 8 billion messages sent between businesses and their audiences on Messenger alone?
Now that is an audience every business should tap into.
Chatbots may seem a bit too futuristic but according to Global Web Index statistics, it is said that 75% of internet users are adopting one or more messenger platforms to improve business productivity.
The average smartphone user is using 24 apps a month but 80% of their time of said apps is spread out to their top 5 apps. Knowing this, it only makes sense to incorporate your bot to apps that already have high traffic.
Now Let’s Begin With The Top 5 Reasons To Use Chatbots In Your Business
1. Bots Work 24/7 For Your Brand
I’m sure you’re aware of the experience of being put on hold. “You’re estimated wait time is… 30 minutes, here is some jazz music while you wait”. I’m joking, but on average wait time for someone waiting to speak to customer support agent is 7 minutes.
With bots, there is no wait time, the inquirer is met with thoughtful content that pertains to their question or intention.
Bots are replacing live chat, email, and phone calls. It’s way cheaper, easy to update, and meets the needs to the customer wanting immediate attention.
Bots are virtual assistants working at a moments notice. They don’t complain or ask for time off. They do what they are designed to do, which is market your products or services, collect key information, set up appointments, or even make a sale.
2. They Do All The Talking With Customers Unless You Want To Jump In
Being human has its limitations. Are quality of work diminishes when we want to add multiple things on our plate. It’s natural to experience these issues. Humans can only concentrate on 3 to 4 things at a time. If it goes over that mark you see diminishing returns.
On the other hand, chatbots can handle thousands of questions at a time with people and bot break a sweat. No matter the day or time, the bot will gladly jump in the conversation with the intent to serve.
Companies like Domino’s and Taco Bell have been using bots to set up deliveries and respond to questions people may have.
3. Bots Save You Money
If you’re running a business you probably have a good number of employees you have to manage and who need decent pay to make a decent living.
Chatbots are a one-time investment and operate as long as your business does.
Theoretically, you could set up a bot to provide common customer support information and if the question is more advanced you can then direct them to a customer support agent.
Or if you need help booking appointments for your business the bot can do that with you without having any human intervening.
If you’re an ecommerce business, you can integrate software like PayPal or Stripe to accept payments for products you sell through the Chatbot.
The number of applications is vast and ever evolving.
4. Customer Satisfaction Improves On Autopilot
Humans are receptive to other people’s moods. People can interpret moods through text as well. If a customer service agent or sales representative is having a bad day or mood they will most likely not communicate with customers or clients with their best foot forward. Poor service means poor customer satisfaction.
On the hand, chatbots, have specific sets of rules and obey them because they are programmed to do so. There is consistency in the interaction. Thus it’s easier to find solutions for improvement easier. You are not tied to human inconsistencies.
No matter how mean or inconsiderate the person is the chatbot will communicate with the upmost respect and curtesy.
Even if your company handles people who speak different languages, the chatbot can be built to speak the person’s language. This is common within the travel industry and global hospitality companies.
5. Automating The Day To Day Stuff
You can ask anyone and their mother. People hate repetitive tasks. People will zone out if the process gets too familiar, which leads to negligence, which leads to more errors.
Chatbots know the script and conduct it when programmed to.
For example, anytime your ecommerce store encounters an error within the buying process for your customer, a bot can send a notification to the person in charge of fixing those bugs a note saying when it happened immediately.
6. Bots Are Virtual Assistants
An extra tip, people use bots as advisors for their audience. They offer great detail for specific service questions, product information, and advice on how to use products even.
To wrap it up, there are a bunch or benefits to adding a chatbot to your business. Businesses save money while earning more profit because their bots work 24/7 for the owner without needing breaks.
With advances in machine learning, natural language processing, and artificial intelligence these technologies are only getting more efficient. The future of chatbot is technology is now and here to stay.
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