Chatbots are becoming a progressively popular way for companies to interact with both their current and potential customers.
According to a study, it was discovered that 80% of customers reported a positive experience with chatbots. Also, 40% of consumers said that they’re interested in chatbot experiences with businesses.
These statistics are pointers that show how predominant chatbots have become and customer’s readiness to interact with chatbots which inspires human conversation.
A lot of people ask questions like: “what exactly is a bot”?
Well, it’s a regular program that computerizes specific tasks, usually by chatting with users through a conversational interface.
Chatbots are configured to help customers by providing predefined answers to some commonly asked questions and also helping to deal with some issues encountered. They’re also used to collect and process customer data for future references.
Though, there are much more advanced NLP, AI, and ML-driven chatbots capable of having unscripted, real conversations. The truth is that in the nearby future, you’ll not be able to quickly identify whether you’re talking to a real human being or a robot.
Here’s why chatbots are the future of marketing on social media.
CHATBOTS ARE AVAILABLE 24 HOURS, 7 DAYS
In contrast with your customer representative who works only for a stipulated time every day, chatbots never sleep, take sick leave or even go on vacations.
They never grow angry or tired. You can ask them the same question repeatedly, and they’ll politely answer you.
Conclusively, chatbots can help your customers at any time, regardless of their time zone.
CHATBOTS WILL DECREASE YOUR OVERHEAD COSTS
The entire process of employing new customer service representatives can be extremely costly.
A study revealed that chatbots could help you to save about 30% by picking up the routine slack and accelerating response times. Once you’ve built the bots, you won’t need to spend much time to update and maintain them.
We’re not saying you should sack all your workers. Don’t do that, because their expertise is still vital.
Comparatively, your bots can handle some simple requests while allowing your human agents to focus on complex, time-consuming issues.
CHATBOTS IMPROVE CUSTOMER EXPERIENCE
About 83% of customers need some form of assistance during their purchasing process.
Conversely, a survey has revealed that 94% of consumers don’t like contacting customer support due to incomprehensible accents in offshore call centers and long waiting times.
That’s where chatbots come in handy to quickly offer additional details about products and to remove all the hindrances that might be encountered during purchase.
CHATBOTS PERSONALIZE CUSTOMER EXPERIENCE
Chatbots can collect and process tons of customer data and use it to personalize interactions.
Some entry-level bots gather typical customer information like their name, email address, devices they use, and their location. While the advanced versions engage in a more meaningful, and deeper conversations. Such innovative bots can discover what customers think about specific products and/or services, the challenges customer’s face when using certain features and what issues they struggle with.
Later on, all the information collected by the chatbots can be used to offer personalized recommendations, predict customer behavior and even improve products and services to make them more attractive to the preferences of a target audience.
CHATBOTS ERADICATE HUMAN ERRORS
Humans are prone to make blunders, especially when they’re too tired or busy. Also, your customer support agents can easily forget and mix up things, meaning their answers might be inappropriate in some occasions.
On the other hand, chatbots are machines.
And we’re aware that machines nearly never make mistakes.
Machines can memorize tons of information and process it rapidly so that they offer accurate and relevant solutions to customer’s problems and questions.
Even though chatbots have some shortcomings, such as their lack of empathy and emotions, they’d still be disrupting the market even till tomorrow.
These powerful machines can transform your business by saving you money and time and by enhancing your customer’s satisfaction and experience.