Friday, 5 April, 2019, POSTED BY Massive Infinity
A chatbot is a digital entity with artificial intelligent(AI) software to conduct a conversation in natural language via auditory or textual methods. This technology is somewhat new and you’ve probably seen it around, especially when you visit heavy traffic Telco and shopping websites/apps. If you are in the retail or e-commerce industry, your business might benefit from chatbots plentifully. But really any customer-facing business is going to find only pros to implementing a chatbot to your existing website or app, and here’s why:
It’s no doubt that customer communication is a priority when it comes to running a business. Chatbots are built to be adept at communicating with humans, and that shows that they are efficient enough in enabling customer service communication. This two-way communication can help you learn more about your customers on the daily - What products are they looking for?, Do they run into any troubles navigating the site/app?, Any missing important information that customers would need?, Etc. This makes information gathering about your target market not only a lot more consolidated and organised, but also on a frequent basis that is so essential in today’s competitive business landscape. Investing in a chatbot is going to bump up your business to the next level, and refresh the retail experience for both your customers and employees. Generating leads and revenue has never been made easier!
With reliable and highly advanced chatbots, employees who take the role of customer service representatives are now able to spend more time at work on other tasks that require more attention. If you have chatbot, you’ll reduce the need of hiring more customer services representatives even when the customer pool increases. The AI would be able to cope with whatever vast amount of customers there will be. Also not forgetting having after-work hours covered. Chatbots will be able to run 24/7, 365 days a year. Imagine how much less frustration and more convenience customers will have when they get their issues ironed out on a public holiday or in the middle of the night. With that, the workload and expectations of employees in this aspect are also lessened.
With smart technology, the possibilities are truly endless. If your marketing team is creative enough, coming up with unique ways to engage with customers for special promotions or discounts can really spice things up. Through the depths of advertisements and marketing strategies that customers these days are mostly indifferent to, a special way to draw their attention to influence spending and increase revenue is made possible with chatbots. We know big brands such as Domino’s has done so by allowing customers to simply order pizza with an emoji.
The most used apps around the world now are messenger apps. These include Facebook Messenger, Whatsapp and Telegram. This goes to show how communication plays a pivotal role in the everyday lives of smartphone users. As social creatures, it is only natural for people to want to seek easy access to communication. Some chatbots are so intelligent these days, they are able to provide the human touch users are looking for. By providing your customers with a chatbot, you’ll be giving them the convenience of accessible communication anytime they need or want it, and convenience surely makes a happy customer.
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