6 Benefits Chatbots can Offer to Small Businesses
Customer communication has to be responsive for all the areas in an organization including sales, marketing, and customer support. If your business is slow in delivering smooth engagement, customers will never stick to your business for long. This is where AI-powered chatbots work and help the business to make their presence felt by automating customer communication. 35% of consumers want more companies to adopt chatbots to improve their communication strategy and deliver a better customer experience.
In the past, chatbots were just a tool with no such concrete benefits, but today they are crucial tools in the corporate world. Developing and running a chatbot requires a lot of work and financial investment. There are many good reasons to understand, choose, and implement a bot.
Customers don’t have to wait for the next available operator when they are interacting with your business via chatbots that are part of the customer communication strategy on a round-the-clock basis. When your chatbot is available around the clock, it provides support to your customers even on weekends and late at night. A bot can easily process a huge number of requests all at the same time without ever being overworked. If the unusual question is transferred to a human employee out of the office time, a message can be sent for customer service to answer by email the next business day. If this happens during working hours, then live chat can immediately start.
Increase your Sales
If you manage to get the right information and help your potential customers with that information at the right time, you can easily and significantly increase your sales. A chatbot can proactively provide support on a website and accompany the user throughout his visit to your website or online shop. It advises and assists the users by helping them with the required information or pointing out suitable offers. The company can react to customer inquiries instantly and answer them three times faster.
Gives your Company a Face
Chatbots can help you present your company to your customers by giving your company a face. In fact, the chatbot is the first touchpoint with your business, which can be more personal as compared to email or phone. The interactions via chatbot have a great influence on the user experience and are the decisive factor in how the users perceive the interaction. In order to develop a chatbot that fits your business, various factors like brand identity, the tasks that the bot is supposed to perform, and the target group, play a decisive role.
Gain Insights into Customer Behavior
Another great benefit of chatbots for businesses is the insights they can have into customer behavior. You can get valuable insights into your business strategy from the questions that customers generally ask, problems they often have, and popular products mentioned in the chats. With those insights, you can also optimize your content strategy based on customer interactions. You can analyze what exactly your customers want depending upon their region, age, and interest.
A Wide Range of Possible Applications
Chatbots offer a wide range of applications and are not limited to any specific industry or use case. Common uses cases include:
Marketing: Lead generation, product consulting, increase interaction, data collection
Customer Service: Answering FAQs, support
Sales: Leads qualification. Support throughout the sales funnel
HR: Support in personnel development and onboarding
IT Service Helpdesk: Support for internal and external service desk applications
Marketing Data Collection
Chatbots are great tools to build your marketing lists. If your customers are interacting with your business using a chatbot on your website or social media platform, you can receive the user information as well as their public profile data. You can also request a phone number and email address to build a database for marketing purposes. As the bot grows your marketing list, you can create campaigns with better reach and segmentation.
With so many chatbot business benefits to achieve, every company should immediately plan to automate customer communication and ensure a smooth customer journey at every step of the way.
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April 13, 2022
February 18, 2022