There is no doubt that technology is evolving at a break-neck speed. As a result, businesses of all sorts are having a plethora of opportunities for marketing their brands and improving customer experience. This year’s most emerging star is undeniably the chatbot platform.
Although the chatbot was born a decade back, it achieved real attention when Facebook CEO Mark Zuckerberg announced a new opportunity that creates for businesses to integrate their chatbot app into its Messenger platform, at an F8 developer conference in April 2016.
What is Chatbot?
Chatbots are micro applications that live inside chat app platforms including Facebook Messenger, Slack, and Telegram. Powered by artificial intelligence and machine learning capabilities, they can read and write messages and reply to user queries through text or voice.
Benefits of Chatbot Applications
A chatbot can help businesses mainly in three ways; maximizing the workflow, improving the overall customers’ experience and reducing the costs.
Let’s explore the ways that your businesses can use to get these benefits:
#1 . Customer support: –
Chatbots are pretty smart, they can be used to assist users regarding finding information for their queries or solving it. Chatbots can remember users’ previous queries and be proactive in providing comprehensive information in the future. It saves time, helps reduce human error.
For example, a Weather Channel’s chatbot that knows the zip code of the particular customer can provide him with a broad range of information that can include today’s and coming days’ weather forecast and precautions to take if any hazardous things happen. It is very useful for travelers who are travelling abroad. Travelling companies can well benefit from this type of chatbots.
#2. Automates Repetitive Tasks
Here’s the truth – no human likes to do the same task again and again. In the case of humans, repetitive tasks are more prone to mistakes. Everyone agrees with me that human errors are common, but not Chatbots.
Chatbots help to automate repetitive and boring tasks that need to be performed frequently and at a specific time. They help people save time, reduce costs and increase productivity
#3. Streamlining Sales: –
We feel no technology is better to serve customers in the sales process, but we can’t tell the same when the chatbot is available to completely take care of your sales process. Real time chatbots are not just for pushing the information, rather they can feel the intent of customers, from saying ‘hello’ to showing the suitable products or services and completing the payment (in case of e-commerce transactions), chatbots can support customers and provides better customer satisfaction.
Earlier this year, fast-food chain Taco Bell introduced a bot to automate the sales process. The bot allows users to place real restaurant orders by providing quick text support via messaging platform Slack. Chat mobile apps provide a better user experience. The bot at clothing retailer H&M asks users to choose between various looks and recommends particular outfits and items based upon their interests.
#4 . Monitoring Customer Data & Gaining Insights
As said earlier, Chatbots are great for communicating with their customers. By collecting feedback through simple queries, you can make improvements on your products/services and also optimize your business website by just tweaking the conversion pages.
For instance, if your landing page generates enough organic traffic, but does not change well, your chatbot may reach out to users who visit this page with a survey to gather more information about why they left the page without purchasing products.
#5. Boost social media engagement: –
Chatbots are not just helpful for streamlining sales and customer support, you can even use them to build better social media engagement. By developing a Chatbot mobile application for Facebook, you can easily drive both existing and prospective customers to your business page, where you can better customers engage on a personal level.
#6. Better Lead Generation and Nurturing
A personalized message that helps customers along the “buyer’s journey” is made possible by the user information that chatbots gain. A chatbot can ask relevant questions, convince the customer and create a lead for you.
Along with generating potential customers and informing sales teams, Chatbot can also help you identify unqualified leads through determined KPIs (timeline, budget, resources, etc.) and prevent you from dealing with time-consuming business leads.
#7. An Easy approach to global markets
Whether you are a brand with customers or users across the globe, or a local brand wanted to explore globally, chatbots applications can solve your customer care problems in several languages, 365 days and 24*7 a year. It enables your business to expand its operations to new and latest markets without worrying about multiplying incoming requests.
#8. Chatbots Improves Evaluation and Optimization
Chatbots require constant optimization and evaluation. Chatbot applications performance should be tracked based continuously on relevant areas such as usage, language capabilities, and user experience This means that they “learn” according to consumer needs and offer a better experience.
To see this happens, develop a learning cycle, make the necessary changes based on the analysis, and then notice the difference your optimizations make in achieving the goals.
Chatbot optimization includes:
- Varying invites and welcome messages.
- Price changes.
- Adding new products.
- Adding additional information about the brand.
- Broadcasts new and attractive offers.
Chatbots are not just for big brands, its tangible benefits (shown above) is spanning all size and sorts of businesses. When comes to the business verticals, retail, fashion, banking, travel and insurance are the front-runners in harnessing the benefits of chatbots.
If you have an idea for chat bot development, it is important to hire an expert chatbot app development company or software product development firm, which helps to make your idea better.
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