by Jason Reuter | Aug 26, 2019
In the last few years, more businesses than ever have deployed chatbots because of the many benefits they bring to their brands.
Saving money, increasing customer satisfaction, and facilitating operational management are just a few of the advantages that these artificial intelligence systems include. Many are much more than just a bot integrated into the bottom right corner of a website…and they are not just live chat.
Are you considering development & implementation of a chatbot for your business?
Well, it will help you take a step closer to efficiently managing a near-perfect relationship with customers and prospects.
In a world of instant gratification where customers expect quick answers, chatbots are no longer an option - they’re a necessity. Not only can they be a substitute for direct interaction with an actual human support agent, but in some cases, they can do a better job providing immediate & reliable answers.
Sure, they’re not able to participate in complex conversations, but considering these conversations are only a very small percentage in total, and that humans can easily take over if the interaction gets too complex, it's not a surprise that bot growth has skyrocketed in the last few years.
In fact, 80% of businesses are expected to have some sort of chatbot automation by 2020 (Outgrow, 2018)
Their increase in popularity isn’t magic. It’s happening for a reason.
In this article, we’ll give you some insight into the amazing benefits that make chatbots essential for businesses.
Chatbots save money
Most customer support queries are repetitive and simple, which means that with our current artificial intelligence technology, we can replace the ‘expensive’ humans that take this role.
The staff that you need to answer queries grows, along with the associated costs, as your business scales. In contrast, a chatbot is a one-time investment that doesn’t require nearly the amount of money that monthly payments to employees take.
Bots are available all the time
Chatbots are available all the time, so forget about limited support hours, or about the 5-minute wait to get in contact with a live chat customer service operative. In one word (or three), better customer satisfaction.
They make your team’s tasks less repetitive
Doing the same task over and over again is frustrating and unfulfilling. When you think about the nature of customer queries - the same questions are asked again and again - it’s easy to see why employees in charge of answering them are often unsatisfied with their positions.
A chatbot acts as a first-filter that gets all the common question answered, leaving only the complex issues for humans to solve. This results in employees who are a bit more challenged and fulfilled.
Consistently satisfied customers
Chatbots result in a larger percentage of satisfied customers because they are able to provide accurate, immediate, and consistent answers.
Customer service operatives sometimes respond in inconsistent ways and tones due to their mood, energy levels, and other factors. Due to the ‘human’ factor, they may forget to say thank you, or they may provide inaccurate answers.
Chatbots always have the right answer when they are met with a question they’re prepared for, and will respond politely without fail.
Engagement machines
Chatbots are excellent at providing incentives to purchase action. They effectively engage customers and are one of the best tools to move them through the sales funnel.
If a customer is new and is just beginning to know your brand, a chatbot comes in handy by starting the conversation and creating the much-needed engagement that it takes to create a customer connection.
If a customer is taking a purchase decision, a chatbot can help to secure it by showing appealing offers or by providing information.
So if you decide to implement a chatbot, get ready to increase your brand awareness and bottom line by taking your customers further through the sales funnel more efficiently.
Easy to use
It’s simple…if you can text, you can use a bot.
The main reasons why chatbots are becoming so popular for businesses? They’re very easy to use and this makes it easy for a customer to find the exact information he/she needs from a company.
When we’re looking for information, conversing with a chatbot comes very naturally to most people. Surfing a website for answers feels like a dated practice given that our in-device assistants (Alexa, Siri, Google Assistant and others) give us answers instantly. It’s often a more involved process than simply asking a chatbot exactly what we want to know.
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