Chatbots can be a little intimidating for a lot of businesses.
After all, the whole idea of robots taking over the world can feel a bit too real sometimes.
But the truth is, robots aren’t here to take over the world.
In the case of Chatbots, they might actually make your life a whole lot easier.
So, what are Chatbots?
Chatbots are personalised autonomous programs that help businesses engage with their customers.
They can be described as digital assistants that are able to understand what the customer says and respond or direct them accordingly.
Chatbots are an incredible tool which allow you to spend more time serving customers to the best of your ability.
Advanced chatbots reply to users in a variety of ways: text, audios, images, GIFs, videos, etc.
You can use bots in apps, like WhatsApp, Messenger or on websites by having a button asking, ‘do you need help?’
Social Media Chatbots
When thinking about how to engage with your customer base, it is important to consider where your audience’s attention is fixed.
To know this, you need to have a social media presence.
Online marketplace Etsy has integrated a chatbot into their Twitter page and is a great example of how to use chatbots on social media:
Here they can engage with customers by offering clever and clear quick reply options.
The range of options keeps the conversation quick and resolves customer queries.
There has also been a significant rise in message-based social apps, like WhatsApp and Messenger. They are now becoming key channels for business.
If you don’t have Chatbots, apps including WhatsApp and Messenger can be good alternatives because they allow you to respond quickly from your mobile device.
Similar to social media chatbots, you can integrate the same idea within your own website.
Adding a chatbot feature means visitor can benefit from a 24/7 customer service or information tool.
Designing your chatbot to fit with your branding can be really effective.
So, how can your business benefit from using chatbots?
Here are 7 detailed reasons why you should have Chatbots:
1. Instant customer to business relationship
In the same way that businesses see the benefit in greeting customers at the front of a shop, chatbots are able to greet customers online.
You can programme your chatbot to welcome visitors and offer help and/or direction.
From there, your Chatbots can help you gather basic information from the customer and serve them in a timely, professional way.
2. Guide users to better, more personalised results
Chatbots can ask users what they want to know and offer quick resolutions and answers.
This makes their whole experience with your brand more pleasing, as they can find the information they need quickly.
Sometimes, you may get visitors that access your website to explore your brand. Therefore, having a chatbot might be an easy way for them to see the content they’re especially interested in.
Chatbots ask these users a series of qualifying questions to understand what they have come looking for and guide them to the most relevant content.
3. Save time & money
There are so many types of chatbots.
The most common form of Chatbot specialise in Customer support and can help businesses deal with more customers with fewer efforts and resources.
A chatbot is a one-time expense, once one is programmed and you are happy that it is innkeeping with your brand there is no salary to be paid and it can work all hours, every day of the week.
Although you will have to deal with some elements of customer support it can filter requests down dramatically leaving more time for you to work on other areas of your business, such as your social media portfolio.
4. Provide full-time support
As briefly mentioned in the last point, unlike humans, chatbots are available for your customers ALL THE TIME!
Customers no longer have to endure the frustration of a burning enquiry or question being left to the next working day.
They are available to chat all day and all night.
They can also handle thousands of enquiries at one time so there’s no need for your customers to wait in a queue.
This quick way of interacting with customers has vastly improved the entire online experience.
5. Suitable for all industries
Some of you may be thinking… ‘My business isn’t big enough to warrant the use of chatbots.’
However, Chatbots can work for both small and large-scale businesses.
There are plenty of online chatbot builders that are cheap and easy to use.
If you are struggling to fund another employee, a chatbot could help fill the much-needed gap.
Also, by integrating them into your social media pages you can boost engagement which is crucial for the growth of your business.
How Chatbots can boost your marketing strategy?
Facebook released a bunch of data demonstrating the value of bots for business including the fact that:
· 56% of people would rather message than call customer service
· 53% of people are more likely to shop with businesses they can message
Chatbot marketing is a way of promoting your services and products using chatbots.
Here are some of the ways you can use chatbots to boost your social media marketing strategy:
Connect with people
Chatbots help businesses connect and engage with potential customers.
By integrating them with your social media channels including, Facebook, Instagram, LinkedIn, and Twitter make you instantly contactable.
Gather data for content marketing
Your target audience goes on a journey when deciding whether to purchase from your brand – Awareness, Consideration, and Decision-Making.
When creating your chatbot you can tailor the experience to take your audience through this customer journey with precision and clarity.
By asking the right questions and providing the relevant solutions instantly you will get an extra sale that you would’ve lost in the previous process.
Improving Your SEO Ranking
Chatbots can even enhance your SEO ranking by keeping customers engaged on your website for longer and improving your customer service ratings.
Your chatbot should add value to the customer experience as well as assisting it.
Programming a chatbot takes time and if done wrong it can result in frustrated users.
You need to consider your business and what your customers need to know.
If done right it will be the perfect tool to serve and delight your customers.
Research shows that more and more people prefer chatting via message to calling.
This makes it essential to at least consider adding a chatbot to your business platforms.
Advancements in technology and increased popularity of chatbots means they are easier than ever to create and programme.
They can be used on almost every platform.
Is it time to ask yourself, ‘would my business benefit from embracing chatbots?’
Our web design team can build your own chatbot in to your website, making customer service a whole lot easier!