Chatbots are an important digital marketing trend to watch out for. Chatbots are an AI-based technology that utilizes an instant message format to chat in real-time with your consumers.
Chatbots are responsive, give answers promptly and accurately. As virtual assistants they offer incredible customer service, and they automate repetitive tasks so that you and your company can focus on more important work.
Did you know that two billion messages are sent between people and businesses monthly? 56% of people would rather message than call customer service and 53% of people are more likely to shop with businesses they can message. How many people leave your website before ever contacting you because it is easier to message or utilize a chatbot than it is to make a call?
The key things your consumers want from chatbots are:
To get a quick answer to their questions
To resolve a complaint or problem
To get a more detailed answer to a question
To find a human customer service representitive
A chatbox can provide after hours support. Your consumers want a quick response- waiting until the next day will not do. A chatbox will handle your consumers needs while you and your team are at home sleeping.
More stats to consider:
48% of consumers would rather connect via a live chat than any other means of contact.
40% of consumers don't care where they get their information- human or robot, as long as they get the help they need.
47% of consumers would be items from a chatbot.
35% of consumers want to see more companies using chatbots.
How to use Chatbots:
Account management: answering common questions your clients may have
Events: distributing event information
Customer service: resolve complaints or problems , direct people to specific solutions
Ecommerce: purchasing goods and service, making the transaction more personal
This is just the tip of the iceberg with chatbots capabilities and how you can utilize them within your company. Check out these companies that are using Chatbots Sephora (Kik), Starbucks (inside the Starbucks app), Lyft (Facebook Messenger and Slack), Fandango (Facebook Messenger), Pizza Hut (Facebook Messenger and Twitter), and Whole Foods (Facebook Messenger) to get some ideas on how your company could benefit from using Chatbots.