Messaging is the next great marketing channel, get on-board today or get left behind.
Chatbots are software programmed to perform specific tasks for specific tasks. It could be as simple as disseminating information to complex tasks such as booking flight tickets. There are basically two types of Chatbots, Contextual Chatbots and A.I. Chatbots.
Contextual Chatbots are simply and merely respond based on set responses without the ability to learn and adapt. Sequences of it/then contexts need to be programmed into the bot, useful but limited.
A.I. Chatbots also require contextual sequences to function, however, they have the ‘intelligence’ to learn new responses and adapt to different situations over time. They are superior and are able to simulate human-like language in their responses thus giving the feeling of chatting with an actual human being.
Chatbot | noun
A computer program designed to simulate conversation with human users, especially over the internet.
A study by Michigan State University and YouGov found that surveys completed on smartphones using Facebook Messenger had much higher completion rates than web-based surveys—a rate of 76 percent versus 35 percent.
In emergency situations, we typically scramble for instant answers to solve the problem at-hand.
Waiting for a customer service rep to reply to your email could take hours, or days, calling up the help centre could result in a call queue or worse, there’s nobody around to pick-up your call as it’s after office hours and not every business can afford to provide 24/7 phone support.
Chatbots would be able to respond immediately, even though there are hundreds of other people chatting with the bot at the moment, rest assured that you will get a response from the chatbot.
A lot of time is spent on repetitive tasks on a daily basis such as answering the same question to hundreds or thousands of clients/prospects, qualifying prospects, answering support questions etc. All this can be automated with the use of chatbots, saving precious time for your human resources.
Cut the number of support staff significantly by deploying a support chatbot to handle frequently asked questions, leaving your staff to handle more complex support issues. This will undoubtedly reduce your operation costs in the long run.
The beauty of deploying chatbots for your business is that they can function 24/7 without the need to increase headcount nor payout insane amounts of overtime compensation.
This allows you to capture leads from an international market with varying time zones as well as keep your workforce to a minimum.
Messaging apps are gaining popularity, as such chatbots deployed on popular messaging platforms can serve as your new business communication channel. You can reach new segments of users that was otherwise out of reach due to resource and manpower limitations.
Humans are interactive creatures; it is no wonder we find filling up forms to be boring tasks. Taking a different approach, chatbots can make feedback and surveys interactive, lowering the guard on respondents.
People tend to answer more questions when they feel comfortable and let their guard down, chatbots can achieve this level of interactivity traditional web forms are not able to.
It can be frustrating to search for information on a website. Chatbots are able to assist first-time and returning visitors to find what they’re looking for more directly by asking.
This will not only increase user experience but also conversion rates.
Lead qualification is a tedious and time-consuming task, often requiring sales agents to repeat the same questions over and over again.
Chatbots are able to automate this process, freeing up your sales agent's time to focus on closing more sales.
Let’s face it, there’s never enough resources and manpower to attend to each and every customer. The end result? Some customers will feel neglected or outright feel that your customer services sucks.
Chatbots are able to provide the much needed customer service and build better relationships with your customers as chatbots do not ignore anyone and are able to have close conversations with multiple customers at the same time.
Customer journeys are not only important, they are often overlooked by business owners. It determines the overall experience customers have with your business and leaves a lasting impression on them.
Imagine how would you feel if you tried to reach out to a live chat agent but was put on hold for hours, after that just to find out that the agent doesn’t have the answer you are looking for and directs you to email the next level of support.
A good guess would be frustration, disappointment and finally giving up.
Using well programmed chatbots, the customer journey can be a lot more pleasant with instant responses from your bot which answers most of the basic questions, only redirecting customers to a human support staff then needed.
The result? A happy and satisfied customer who will be an ambassador for your business at no extra cost.
Do you receive tons of email daily? I do, there are so many promotional emails in my inbox but I never open them.
This is the reality of email marketing today, it’s still a primary communication channel, but it is very difficult to get someone to open your email (this is a topic for a separate discussion).
Chatbots on the other hand are better received, as it engages the audience directly in conversation. Conversation is the heart of human communication, as such it is way easier to get someone to respond to a direct message than replying to an email.
Keep your customers engaged 24/7 with Chatbots and be there for them whenever they need help.
Ready to automate your business tasks with A.I. Chatbots?
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