Digital marketing

CHATBOTS
What Are Chatbots?

Chatbots have existed for decades, but businesses have only recently begun to exploit
the opportunities they provide.

You can find chatbots in messaging apps on smart phones for personal use or on
company websites for business use. A well-optimized Chabot can be a great addition
to a company’s website because it can help to boost your conversion rates.

Chatbots will continue to be an important part of digital marketing in 2020. This AI-
based technology uses instant messaging to chat in real-time, day or night, with your
customers or site visitors.

Surveys show that:

 Chatbots will power 85% of customer service by 2020

 Top benefits of chatbots are 24-hour service (64%), instant responses to
inquiries (55%), and answers to simple questions (55%)
 63% of respondents prefer messaging an online chatbot to communicate with a
business or brand
 By 2022, chatbots will help businesses save over $8 billion per annum
 80% of businesses want chatbots by 2020:

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.

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.
Using a phone to call support is often a frustrating experience for users because thanks
to unusually long wait times, you are generally placed in a queue while support agents
 tend to other callers. In fact, 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.
Emails, another popular support channel, are known to cause delays in receiving an
appropriate response, often taking up to 24 hours. Add to it the fact that not all
problems are resolved in a single email and there can be further delays due to several
back and forth emails as customers try to get a suitable response. 
Live chat, on the other hand, mimics modern instant messaging applications, so a
customer is able to quickly connect to a chat operator, describe a problem briefly, and
get a real-time response. Most live chat software allows chat operators to handle
multiple customers at the same time, effectively getting rid of any wait times.

Improve Customer Service and Loyalty

“If people believe they share values with a company, they will stay loyal to the
brand.”
Making a big deal out of creating lifetime relationships with customers and going the
distance to service them above and beyond their expectations acts like rocket fuel for
the development of any business. And with your competitors positioning themselves
aggressively in the pursuit of “your” customers, it would be suicidal for you to take
customer loyalty for granted.

As a result, customer-centric organizations and business leaders are even more open
to live chat, which makes this easier. The trick is to engage with customers and offer
assistance before a trivial issue becomes a big headache for them or your brand. This
is why live chat is also referred to as “proactive chat” – but in essence we are
probably better off calling it a “proactive support” or even better, “preventative
support”.
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:

 almost a third (31%) were currently using live chat

 73% of which rated their satisfaction with the channel high

 and 67% said that they found live chat easy to use
The survey numbers make it abundantly clear as to why customers love coming back
to businesses that provide live assistance. They feel more confident engaging with
business that are easy to reach out to and make the support process hassle free and in
real time.

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. Live chat
allows support agents to provide quick answers to questions about products and
services, resolve issues faster (often in real time), and assure their customers that they
are around when needed. Without this option, building trust with your website visitors
is a whole lot harder.

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.

An important rule for any support-based organization is that your support agents must
be nice to customers without ever sounding offensive. But you also want your support
team to take control when required in order to please a customer.
Example
Chabot for cars and automotives.