Chatbots are one of the newest innovations in online marketing and are quickly rising in popularity. They’re being used by businesses all over the World for all sorts of purposes, including:
- Providing 24/7 customer service & FAQ’s
- Taking bookings
- Promoting products & services
What is a chatbot?
A chatbot is a computer program that is capable of communicating with the user through a conversational interface. This can be done via Facebook Messenger (Messenger Bots) or on a website (Web Bots).
The chatbot uses algorithms to ask and respond to questions, helping customers get answers to their queries, or find the ideal product/service on offer.
Let’s take a look at how chatbots can benefit your business:
1. Save on human resource costs
Whilst chatbots should never be used at the expense of human interaction where it’s needed, they can carry out customer service tasks such as answering common questions, suggesting the ideal product/service and even taking bookings, 24 hours a day, 7 days a week. This allows you to automate your customer support and save your customer service team for more productive and qualitative tasks.
2. Increase sales
Chatbots help to guide your customers into making a purchase or enquiry, which increases sales. When users visit your website and are greeted with a chatbot, they’re more likely to find what they’re looking for or be persuaded into making a purchase. The same can be said for Messenger bots – visitors to your Facebook page are met with an automated chatbot and are more likely to find the information they need.
3. Automate your marketing
One of the best things about chatbots is that they’re entirely automatic. Once they’ve been set up, minimal effort is required on your part to keep them running. It’s a good idea to update them occasionally with new product suggestions, special offers etc., but when compared with the time and effort needed to update your social media, send out email newsletters, or work on your adverts, chatbots are extremely low maintenance.
4. Grow your subscriber list
Having a list of subscribers is invaluable. It allows you to send out promotions and marketing tactics to potential and returning customers in order to increase sales. With chatbots, you can encourage users to sign up to your email marketing newsletter, or you can send out promotional messages via the chatbot itself.
5. People prefer live chat
According to Ubisend, 48% of consumers would rather connect with a company via live chat than any other means of communication. This is particularly true for younger generations, who are so used to texting and using instant messaging apps that phone calls can seem intimidating, and they’d prefer to converse with a company in a way they’re comfortable with.