Are you a business owner? Does your business really need chatbots?
Well, in recent times, we have seen how companies are desperate to introduce the chatbot.
This is because chatbots are changing the way brands interact with their customers, and when the chatbot is of high quality, those changes are usually positive.
Bots have indeed become a crucial part of almost every business. Whether we’re talking about providing anytime support or increasing human productivity, chatbots show a valid reason to add themselves as part of customer service management. Plus, it enhances the brand with less effort from the customer.
In fact, a development survey found that 80% of brands plan to use chatbots by 2022, while a Ubisent study found that 35% of consumers want to see more businesses using chatbots, which is interesting considering that the practice is still quite new.
In this blog, let’s take a look at the top reasons /why your business needs chatbot development.
How A Chatbot Enhances Customer Experiences?
While the benefits for the business using chatbots include cost reduction (the bill for live chat support staff will be much lower), the real winner will be your customers. This is how a chatbot improves customer experiences.
These are the seven ways that a chatbot can improve the experience of its customers.
1. Live Chat Without Interruptions
Customers can interact with a chatbot in the same way, they would in an online conversation with live customer care employees, so the learning curve for customers to interact with chatbots is virtually non-existent. Since many chatbots use natural language processing methods, they can analyze the customer’s question and provide an answer that meets their needs.
Most chatbots can also be seamlessly integrated into the company’s website or smartphone apps, saving the customer the time and hassle of searching the company’s online resources for the answers they need. Our customers can talk to your brand at any time without leaving their favorite messaging apps like Facebook Messenger or WhatsApp. In the recent Facebook F8 2018 keynote speech, for example, it was revealed that more than 8 million messages had been exchanged between Facebook users and businesses using Facebook’s live chat chatbot since its inception. Still, less than 1 % of companies that have a Facebook profile actually are using technology.
2. Customer Service 24 Hours A Day, 7 Days A Week
Your live chat support staff needs sleep, but your chatbot doesn’t.
Customer needs often arise outside of business hours, so they need a way to seek answers to vital questions when customer service staff members are unavailable. Chatbots offer customers the opportunity to get their questions answered at any time, so they don’t have to wait for a voicemail or email response. The best chatbots can also give the customer the feeling of chatting with a live operator at any time.
3. Infinite Queries, Zero Cheekiness
Although some chatbots are designed to simulate human intelligence, other systems have been developed around the idea of allowing computers to do the things they were designed to do: handle boring or repetitive tasks, such as calculations or database searches. David Cancel, CEO of chatbot development company Drift, wrote that the goal of a chatbot should not be to create a perfect simulation of a human conversation but rather to meet the customer’s needs.
“A brand shouldn’t try to build a human-like chatbot,” Cancel told us, “a great chatbot should be able to take actions that maximize its chances of success to achieve particular goals.”
And if a customer’s goal involves asking for their password to rest for the fourth time in a week, their chatbot won’t mind!
4. A Quieter Ride
To make the buying process easier for the customer, your chatbot can appear on any product page to offer additional information, video content, or even a discount code. Chatbots can also help customers with the information gathering process, such as the item they want to buy, the method they want to use to purchase the item, and how they want it shipped. Who knows, maybe even those dreaded shopping cart abandonment rates will eventually drop as well.
5. Less Stress
A recent survey by chatbot developer Helpshift found that 94% of the 2,000+ respondents “fear to contact customer service.” Current methods of handling customer service calls, from overseas operators to automated phone menus, have done little to alleviate a customer’s fear of contacting a provider’s customer service branch.
The survey also found that customers would appreciate using chatbots to meet specific needs. At least 70% of respondents responded that they would use chatbots. The only condition was if chatbots could perform much-needed tasks, such as solving problems with the need to contact customer service, reducing the time it takes to solve problems, reducing the time to obtain customer service. Representative by phone and streamline the entire customer service process.
6. Cost-effective And Time-efficient
Once you get traffic to your website, with the proper use of a friendly chatbot, attracting visitors becomes easy and fast. This further helps convert potential traffic into customers. And calculate the money spent on customer service labor. Here your business can save money and time that could have been spent on promoting apps.
7. Personify Your Brand
The flexibility of chatbots allows them the opportunity to interact with customers on many different levels. They can act as the customer’s primary resource for technical support, account management, or sales information. Chatbots can also be programmed with different types of conversation styles, from precise and technical to polite and helpful, to sarcastic and funny. The various types of “personalities” available with chatbots will keep customers coming back and interacting with the brand again.
Many biggies have implemented chatbots in the best way possible. Let us discuss some:
3 Innovative Chatbot Examples From Top Brands
1. NatGeo Genius
To promote National Geographic’s new Genius television show, which chronicles the lives of figures like Albert Einstein and Pablo Picasso, the show’s Facebook page featured a Messenger bot that chatted with users from the voice of the featured Genius.
Before the Albert Einstein show aired, for example, page visitors who clicked “Send Message” were connected to “Einstein.”
This irreverent robot followed the user’s conversation, responding with information about the show and jokes about relativity and other topics Einstein studied.
In addition to making jokes, the Einstein bot also answered professional and personal questions.
360i’s Head of Innovation Technology said of the campaign: “We decided to look for a conversational chatbot that felt natural and spoke like Einstein would. This provides a more immersive experience for users to really connect with it one-on-one and organically discover more of the show’s content. ”
Today, the bot has generated stellar engagement, including 6-8 minute average conversations, 11 turns per conversation, 50% user engagement, and an engaged community of followers.
Of the marketing channels available, “talking to Einstein” in real-time, albeit through a bot, creating a conversational, human and intimate experience, as if the user were talking to a friend. Like most big chatbots, it made the feeling of a one-on-one conversation, connecting the brand and the consumer in a more intimate way. To revolutionize your business strategy you can connect with a chatbot development services company in India.
Duolingo is a popular freemium language learning app, which gamifies practicing your new language.
As anyone who has studied another language will tell you, one of the biggest challenges is practicing out loud.
If you are learning on your own, chances are you are missing out on learning valuable conversational skills. Still, according to Duolingo co-founder and CEO Luis von Ahn, there is actually a great fear of embarrassment when it comes to conversing with native speakers of a language you are just beginning to learn.
Users requested a way to practice speaking, but when van Ahn tried to match language learners (for example, an English speaker learning French and a French speaker learning English), people were afraid to speak to each other.
So Duolingo created a native chatbot in their app to help users learn conversational skills and practice what they learned.
To combine various personalities and learning styles, Duolingo also created several language tutoring bots with different personalities:
Since the bot is designed to be conversational and friendly, Duolingo students can practice speaking at any time of the day, with any character they choose, until they feel brave enough to practice their new language with other speakers.
This solved one of the biggest consumer problems and made learning through the app that much more fun.
MongoDB is an open-source cloud-hosted database program.
The company installed the Drift messaging tool on its site to increase lead generation and qualify them more efficiently. The chatbot answers questions from potential customers and leads the most qualified visitors to a sales call.
The bot begins by asking site visitors if they have any questions about pricing or sales.
If a visitor engages, the bot is programmed to respond and determine if the user is a qualified lead based on their questions and answers. Qualified leads are invited to book a sales call with a representative. A calendar integration makes it easy to reserve a place, and a CRM integration means that qualified leads are automatically routed to the right vendor.
This bot mainly helped increase conversions for MongoDB due to its efficiency.
In addition to being more strategic about sales workload, leads are incredibly time-sensitive, and the bot responds immediately 24/7.
Research shows that 35-50% of sales go to the supplier who responds first. The odds of making a successful contact with a potential customer are 100 times higher when a contact attempt occurs within 5 minutes, compared to 30 minutes after the lead is submitted.
Automatic qualification and immediate response time increased new leads by 70% and new opportunities by 170% in three months.
So now, if someone asks you if the chatbot is essential for your business, I hope you can explain to them how important chatbots are for the success of a business. The sudden growth of chatbots has led to the beginning of a new era where customer satisfaction is the utmost priority.
If you are also looking to implement chatbots in your website, here’s what you can do. Get in touch with the top software development company in India and get your job done.
Till then, that’s all, folks!