Have you been thinking about adding a chatbot to communicate with online visitors and improve customer service? It’s certainly not a bad idea, considering messaging apps have surpassed active users on social media. Your customers expect you to be on these channels, and if you’re not, it provides a competitor with the opportunity to scoop them up.
As you examine the reasons to bring chatbot software into your business or organization, here are the top advantages to keep in mind. By the end of this article, we hope the answer is clear: adding chatbot technology to your business is a smart and cost-effective solution.
Deliver fast, efficient responses to online shoppers.
Consumers expect to complete their desired action in as few steps as possible. If there is any hesitation along the way, it’s important to clear it up immediately. Otherwise, the customer may not complete their purchase.
In the past, customers had to wait days for a response, and by this point, their interest in buying a product or signing up for a service might have passed. With a chatbot, online visitors get fast, automated answers to most questions. Addressing these concerns allows the transaction to continue, increasing conversions and sales. Plus, you can reserve your staff for more rigorous tasks.
Reduce human error and control negative emotions.
There are many things that humans can do better than robots, but “to err is human.” The reality is that customer service reps aren’t always right. They can deliver the wrong information, transpose numbers and ignore important data. If this happens a lot, your business will suffer. Consumers expect consistent, accurate information.
Another benefit is that chatbots remain calm and collected. They don’t get frustrated or rude or sassy. At the same time, today’s chatbot solutions aren’t entirely robotic. Thanks to advances in artificial intelligence, chatbots can be programmed to sound more humanlike. In fact, they can even show a bit of humor, which goes a long way in customer service.
Collect data for better lead generation, qualification and nurturing.
You might think that chatbots are completely automated and spit out generalized answers to basic questions, but you wouldn’t be giving them enough credit. One of the things that chatbots do while chatting with customers is collect information. This data can then be used to qualify leads and nurture them through the buyer journey.
Data that is gathered from customers can also be used to:
- Optimize low converting web pages
- Track purchasing patterns
- Monitor consumer behaviors
- Determine qualified and unqualified leads
- Better understand gaps in the buyer journey
As you learn more about your customers, you can nurture them through the funnel by delivering the right information at the right time.
Decrease overhead costs – chatbots don’t need sick days or paid vacation.
Another way your business can benefit from chatbot software is by reducing employee expenses. Let’s face it – any employee that is hired needs training, vacation time, sick days, a salary and so forth. A chatbot doesn’t need any of these things.
Chatbot solutions range in price from $2,000 to $10,000 or more, depending on your needs and whether you’re building one from scratch. While it is an investment, it’s far cheaper than bringing more customer service reps on board. And, there are ways to reduce your costs until you’re ready to make a bigger investment.
For example, you can take advantage of the ready-made chatbot software developed by Facebook, Microsoft and other companies. Chatbots are also incredibly efficient and accurate, reducing human error. They can handle multiple conversations at a single time, allowing you to close more sales.
Improve customer satisfaction and loyalty.
As you can already see, chatbots are able to clear up confusion and doubt, improving customer satisfaction. They also give customers greater support when shopping, helping them discover products that fit their lifestyle, needs and budget. This makes the entire online shopping process more personalized and efficient.
Additionally, chatbot software doesn’t have the same limitations as human workers. The bots can work 24 hours a day, 7 days a week without needing a break. This is a huge asset, considering that people shop online at all hours of the day. You don’t want to limit your level of customer service to the standard 9-5 work day.
Hopefully, we’ve cleared up any hesitation you’ve had about adding a chatbot to your business. This software will be a huge asset to your organization and offer long-term benefits that support stronger growth and profits.