Chatbots will continue to be an essential part of digital marketing in 2021. This AI-based technology uses instant messaging to chat in real-time, day or night, with your customers or site visitors.
SURVEYS SHOW THAT
Many customers prefer interacting with chatbots as they are responsive 24/7, give answers promptly, accurately recall your entire buying history, and never lose patience. These virtual assistants offer outstanding customer service by meeting customers’ expectations and automating repetitive tasks – which means that you can focus on more important work.
Many brands already use chatbot technology, including rideshare brand Lyft. You can request a ride from Lyft via chat (Facebook Messenger and Slack) or voice (Amazon Echo), and their chatbot will let you know the current location of your driver.
Passengers can use the app to choose the type of ride, make a request, track the car's location, send friends a time estimate of their arrival, and make payment.
Other brands that are successfully using chatbot technology include Whole Foods Market, Fandango, Sephora, Staples, The Wall Street Journal, and Pizza Hut.
FACEBOOK MESSENGER CHATBOT
There are two things you should know right off the bat:
The concept of Facebook Messenger marketing is beautifully simple, just like most unicorn marketing tactics.
But the best part is how robust these chatbots are. If seeing is believing, I want you to personally experience a Facebook Messenger chatbot.
And that’s just one example of what a chatbot can do. What else can Facebook messenger chatbots do?
5 Reasons Why Live Chat Helps Your Business Go the Extra Mile
1) Fast (Often Immediate) Responses that Reduce Frustration
The biggest advantage of live chat software over traditional client support tools like phone and email is response time.
Check out these numbers on customer support phone lines.
· 67% of customers hang up out of frustration when they can't reach a real person.
· 75% of customers think that it takes too long to reach a human being.
· 72% of callers who reach an automated/recorded phone line will hang up.
2) Improved Insights into Online Visitor Behavior
Understanding why customers are buying, or more importantly, not buying, is a challenge for most businesses today.Well, with emails, customers miss getting immediate responses from the operators handling the long incoming email queue. One cannot do away with the amount of back-and-forth communication threads.
With phone or email, this is not possible or certainly not streamlined.
Live chat’s inherent ability to allow businesses to engage in real human conversation and gather relevant information gets a whole lot easier.
3) Improve Customer Service and Loyalty
As a business, it’s hard to survive without a loyal customer base.
The quote, “If people believe they share values with a company, they will stay loyal to the brand.”
To get a better understanding of how much customers appreciate access to live chat, consider the fact that consumers rated live chat support the highest compared to any other customer service touch point, as per an eDigital Customer Service Benchmark survey of 2,000 consumers:
Additionally, 90% of customers believe that a “Live Chat” button gives them confidence that they will be able to get the help they need when they need it.
4) Improve Website ExperienceLive chat is convenient. Your customers do not have to stop what they are doing and pick up the phone or type a long email when they have a question about your product or service.
Take a look at this review on Trustpilot for example:
5) Create Customer Heroes out of Support Agents by Empowering Them
Everyone loves heroes, especially those in need of help. Enabling live chat support is an excellent opportunity to turn your support agents into customer support heroes.
Good training. Make sure that your chat operators are keenly aware of what they are trying to achieve with live chat.
Natural conversation. Make sure that the operators are aware of a reBrand guidelines. Another thing to look at is providing a basic checklist of dos and don’ts to make sure that conversations with customers don’t become too informal or get off-track and that your operators still stick to the brand guidelinescommended conversation flow.
Measure metrics. Use a reporting and quality assurance metric to motivate and praise operators when they do go that extra mile for the customer. Analyze different factors, like tone of voice, accuracy of the solution provided, speed of resolution, knowledge and empathy, to ensure that agents are delighting the customers.
Looking to setup a chatbot for your company? Send us a note and let's talk.