Chatbots are becoming increasingly popular. According to estimates, 85% of interactions between customers and companies will be via chatbots by 2022. Many companies have already adopted this system to automate their customer service. In fact, the chatbot market is booming. It could reach 9.4 billion by 2024. Are you thinking of integrating this software into your website? This article gives you the answers you need to take the plunge.
A chatbot is an automated conversation software. It is capable of conversing with a user, either in writing or verbally. A chatbot instantly generates answers to questions asked by the customer.
It can be used at all stages of the customer journey. Indeed, a chatbot can be used to direct customers online regarding what to buy. It can also be used to answer queries related to your brand, products or services.
You can distinguish two types of chatbots. Firstly, programmed chatbots have been designed to learn different questions and pre-trained answers. They are able to recognise and interpret different types of questions. As for learning chatbots, they benefit from artificial intelligence. Also, they learn as they converse with your website visitors. They constantly improve the answers they generate and the solutions they provide to customers.
The chatbot has become much more important after Mark Zuckerberg’s company offered to integrate it into business pages to automate their customer service. Are you still hesitating to use a chatbot on your website? Here are a few reasons that may help you change your mind.
The chatbot provides the right instructions and answers to customer requests without you having to lift a finger. This is a real asset for your customer service. The tool already helps to solve common small problems. Also, the customer service department will be able to focus more on complex requests. You can read this article to find more benefits of automated prospecting: Why automate your prospecting on LinkedIn? On your side, you can take care of the other problems of your business.
The chatbot works as soon as a user lands on your page. It accompanies him throughout the visit by analysing his expectations and needs during the conversation. Also, the chatbot can easily direct the visitor to the products and services that can meet his needs. Thus, there is a good chance that the visitor will take action and become a customer. See that a chatbot is an excellent tool to detect potential customers.
Users can come and search for the information they want at different times of the day, and even in the middle of the night. Let’s face it, you won’t be available all the time to provide the necessary answers! With a conversational bot, your customers will enjoy a high level of responsiveness from your website. They will get the solutions to their problem regardless of the time or day they visit. In addition, 24/7 customer service is very expensive.
We never stop saying that the customer is king. With a chatbot, the user gets answers instantly. Your customers can skip the long wait on the phone to get accurate information. The chatbot allows you to enjoy a service without waiting. It can also handle thousands of users at a time.
In addition, you give your customer importance by offering them a very natural interaction. This tool also helps to enhance your company’s image at first contact. It’s a great way to showcase your brand and differentiate yourself from your competitors.
When visitors arrive on a website, they still have to go through different pages to find the information they are looking for. By equipping your website with a chatbot, you can help your visitors. After all, they only have to formulate their requests via the chatbot. The chatbot will be able to direct the user through the website so that they can easily find what they are looking for. But also, a chatbot can provide different information such as prices, delivery times, order taking, your company’s ecological commitments, stocks… In any case, this conversational tool helps to further strengthen your customers’ satisfaction.
Chatbots are a very effective marketing tool. They allow you to establish a real relationship with the customer through very natural conversations. It also allows you to convey your company’s image. There are so many advantages that make a chatbot an essential ally in your marketing strategy.