In 2019, we’re living in the most digital-oriented time in human history. Technology is evolving at a rapid rate, and we are discovering new ways to attain information. Not only are we communicating differently but we are consuming it in other ways as well. We’re in an era of instant gratification. HubSpot research declares that in today’s age, messaging apps have over five billion monthly active users. For the first time, people are utilizing messaging apps more than social media platforms.
People are actively already on these messaging apps, so it makes sense to utilize them for your business. It’s crucial to be where the people are so your company is accessible to them. With messaging apps as the driving force, they help consumers find answers regardless of what device they are using. They don’t have to waste any time. One way to get information quickly and communicate effectively to your customers as a business is to use a chatbot, which is backed by messaging apps.
What is a Chatbot?
A chatbot is a piece of AI that engages in conversation similarly to how a human would respond. Chatbots can be programmed to answer the same way each time, to respond differently to messages containing specific keywords, and even learn to adapt their responses to fit the situation. Chatbots can be arranged into categories such as analytics, communication, customer support, design, developer tools, education, entertainment, finance, and marketing. Most importantly, a chatbot is a gateway to what consumers want – instant information. According to Gartner, by 2020, over 50% of medium to large enterprises will have deployed product chatbots. This statistic illustrates how prominent chatbots will be soon. It’s vital to stay ahead of advances to take full advantage of their capabilities for your business to propel forward.
Key Results Your Customers Want from a Chatbot
- For a quick answer to a question
- To resolve a problem
- To find a human customer service representative to speak with
How Can Your Business Benefit?
Here are a few ways a chatbot can assist your business in helping your customers get the information they need.
1. Generate Leads & Sales
Chatbots use direct messages from consumers to gather the information necessary to provide adequate support. You can structure a chatbot to deliver qualified leads to the sales team automatically. It’s a way to accomplish multiple things at once and ease any disorganization occurring behind the scenes. It’s also good for team morale, due to the sales team not having to answer related questions over and over. The chatbot will have already answered the repetitive questions and now the sales team can move the conversation forward.
2. Saves Money & Time
Having the chatbot take the lead in directing clients to the information they are seeking can save an organization time and money. By doing this, an employee that would otherwise need to answer the chat can focus on other priorities. It also saves the consumer time by allowing them to not have to look for information or use multiple forms to get what they need. Chatbots use a messaging system to communicate. The simpler it is for consumers to get what they need, the better it is for your business.
3. Efficient Outcomes
By personalizing the questions, a chatbot asks, you can better help the customer on the other end. Your business can help determine what issue they are trying to solve and what their goals are and lead them to a solution, or the right person to speak with. You want the most efficient outcome for everyone on your team. It starts with the consumer and moves to other departments in your business.
Both businesses and customers want things handled quickly and efficiently. Not one person wants to waste time or money, and recent advancements in AI will help avoid that if utilized properly. As a business owner, it’s important to ensure that your customers have an easy time accessing information. By utilizing chatbots, both company and customer can achieve just that.