Artificial Intelligence (AI) has progressed dramatically in the past decade, and one of the most useful products of this AI revolution is AI chatbots. They can help reduce the time taken to resolve queries of customers and also lessen the load on customer service agents. According to Gartner, nearly 25% of all customer service operations will use chatbots by 2020.
As many as 84% of organizations were expected to increase their investments in customer experience technology in 2017. The chatbot market is forecasted to reach $1. 25 billion by 2025 as well. Now that we know why chatbots are popular with marketers, let’s take a closer look at what they are.
You can integrate it into your website, apps, or even instant messengers, such as Facebook Messenger. Chatbots can help you get closer to your customers without any manual intervention. The chatbots act automatically when a user messages them. While they don’t completely remove the need for human customer service representatives, they can drastically reduce their workload.
They also help people kill time when they have nothing much to do. – Chatbots are fairly new for people, and this sparks their curiosity. People want to test the ability of these chatbots and understand how they react to different messages. – They can help improve social experiences and also drive conversions for your business.
– Whenever people need some assistance, they need it quickly, and chatbots do just that. They’ve become one of the biggest automation trends of recent times. In fact, chatbots have become so popular that Facebook Messenger hit over 100k bots in 2017. Additionally, about 35% of consumers want to see more brands using chatbots.
How Can Chatbots Help Your Business?1. Always Available, It can be frustrating for customers to see that there’s no one online to assist them with their queries. Chatbots can be extremely useful in such cases. They can be present throughout the day and night and are always available to solve the customer’s concerns.
In fact, about 37% of customers want quick answers to their questions. Instead, you should try to resolve their queries at the earliest and chatbots can help you do exactly that. This is perhaps the reason why they are quickly replacing other forms of customer support, such as live chat and calls.
This can help improve your overall customer satisfaction. 2. Saves Money, When you have a customer support team, you need to pay them salaries every month for their services. Without a chatbot, you’d need a huge staff to respond to your customers quickly and efficiently. And as your business grows, these expenses will only keep on adding up.
When your customers have some simple queries, you won’t need any intervention by the customer support team. Instead, the chatbots will handle the conversations with them and solve their problems. This allows you to reduce the number of customer service agents required for your brand. Additionally, you can have them solve only the complex queries rather than wasting their efforts on simple ones.
3. Improves Customer Satisfaction Levels, For a business, it is critical to improve customer satisfaction levels. When it comes to customer service agents, their conversations with customers depend upon their mood. If they are in a good mood, they can solve the customers’ queries easily. However, if their mood isn’t right, they may not be able to give the customers a satisfactory experience.
They always treat customers in the most polite manner possible regardless of how the customer talks to them. This can help improve your customer satisfaction. Additionally, you may have customers who speak multiple languages. It can be difficult for your agents to speak in different languages with your customers. However, a chatbot can easily do so without any mistakes.
4. More Avenues for Marketing, Chatbots are not merely tools to help you improve your customer service. You can use them for marketing your brand and products too. For instance, you can use them to send out offers to your customers. This can be a more personalized method of reaching out to them.
Through this method, you may be able to improve your conversion rates. – Chatbots can predict customer behavior, and this makes them very handy tools for marketing. You can send out push notifications to your customers based on their actions. This helps you reach the right people at the right times and can help with conversion rate optimization.
When the message reaches your audience at the right time, it can make a significant impact as compared to passive marketing. In fact, 77% of consumers said that positive conversations with the chatbots made them purchase more frequently from brands. 5. Personal Assistant, People can use bots as personal assistants for simplifying their tasks.