Today, social media channels are more like a hangout spot on the internet, a lot of people are always on these channels having fun, businesses saw this and started using it to interact with their customers to engage them more because always being visible makes them more relevant and leads to an increase in sales.
Therefore, Chatbots are a fairly new concept for businesses to interact and engage their customers online. Many businesses are starting to realize the potential of using Chatbots to improve their business operations, and increase sales. But what are Chatbots? Why businesses start using Chatbots? How Chatbots can magically increase your sales?
What Are Chatbots?
A chatbot is basically an artificially intelligent system that customers interact with via text. Chatbots are programs built to automatically engage with received messages. Chatbots can be programmed to respond the same way each time, to respond differently to messages containing certain keywords and even to use machine learning to adapt their responses to fit the situation.
Why businesses start using Chatbots?
Chatbots are proving to be fun, digital toys for the programmers, but they're also a blessing to businesses using them to accomplish human customer service and increase sales.
The utilization of chatbots has certainly gained strength in the last few years.
Facebook recently released a host of data proving the value of bots for business:
- 2 billion messages are sent between people and businesses monthly
- 56% of people would rather message than call customer service
- 53% of people are more likely to shop with businesses they can message
The data shows that businesses need to start leveraging Chatbots to simplify the customer communications, success and increase sales. Here are the key things your customers need from chatbots:
- To get a quick answer to questions
- To resolve a complaint or problem
- Finding a human customer service agent
How using Chatbots can magically increase your sales?
Now let’s talk about how Chatbots help businesses communicate with their target audience, deliver customer assistance, recommend products and drive sales. Here are how Chatbots help businesses:
Make the Customer Interaction Better
According to a study by Sprout Social almost 89% of messages that require a response are ignored by businesses, with an average wait of 10 hours for those that do get a reply – even though consumers expect a reply within four. That’s where bots come in.
Save Time & Money
Organizations save time and money that can then be assigned to other efforts, by automating conversations that would otherwise require an employee to answer.
Generate Leads & Revenue
Chatbots use direct messages to gather information necessary to provide effective support. For example, asking users why they’re visiting your page is one question that is likely asked in every engagement.
Automating this initial interaction allows users to share the information needed for the agent to better serve them without requiring a human to ask for it.
Guide Users to Better Outcomes
Customers don’t always know where to go to find the information they’re interested in. By asking a series of qualifying questions, you can route customers to the best place for the information they need.
- What problem are you trying to solve?
- What are your goals?
- Where are you located?
- Would you like personal support?
Customer support and technical assistance are quite resource consuming part of any business. By creating a chatbot, you can automate repetitive requests, and your customer will appreciate the direct communication that avoids holding on the line and talking to strangers from support service.
Chatbots are able to help out businesses collect data about their customers more efficiently. Chatbots have machine learning capabilities which make them excellent tools for data and information gathering.
As has been noted, Chatbots are winning over the hearts and minds of businesses and customers. Chatbots don’t require a unique app to function. Instead, they use the existing messaging apps, such as Facebook Messenger, Slack, WhatsApp and others, what make it easier for customers to get information whenever they need. Chatbots will definitely continue to improve and evolve, and businesses that use them will have great benefits, also they will increase their sales.