Do you know where your customers are these days? As your potential customers research products and services, they will have questions. While you should have a Frequently Asked Questions page (make sure you create one if you don't), some people prefer to talk to a customer support representative. Others just want instant answers. Others are not familiar with how websites work and never look at more than the homepage.
Your customers already use chat apps. 2 Billion people are familiar with chat-based software thanks to Facebook and the millions of websites using customer service chatbots to enhance the customer experience.
Chat apps exploded with Facebook Messenger and WhatsApp, and they've been around a long time. People are used to interacting with friends and businesses via chat. And they are getting used to having simple questions answered with instant responses. Don't make them search for answers!
Chatbots are essentially a set of automated rules that interact with people via chat software. Chatbots leverage the power of software and increasingly, Artificial Intelligence (AI), to reduce the need for human agent resources in business areas such as customer service and technical support. Chatbots can also act as a sort of instant Frequently Asked Questions answer machine. Or they can serve up suggestions and help the user make a purchasing decision.
Messaging apps are one of the fastest growing platforms for digital marketing. If you want to remain competitive these days, you need to offer a personalized experience. The web is becoming more personalized. And this can be very powerful for communicating messages that resonate with customers.
Just as the first companies to adopt websites in the 90s were soon leaving their competitors far behind, the early adopters of chatbots will be rewarded as the market matures. As more and more people get accustomed to interacting with an intelligent bot, bot-less businesses will look outdated and out of touch. Virtual agents and chatbot virtual assistants are here to help your customer support team and sales teams.
Do you know what kind of features and benefits you could implement with chatbot technology?
Here's a quick list:
- Guide visitors on the customer journey to products that they are more likely to buy.
- Quizzes to generate leads and create customer engagement
- Improve conversions by helping customers when they most need it.
- Abandoned cart recovery
- Coupon marketing
- Review prospector
- Save on expensive resources & time
- Answer repetitive questions and customer requests instantly without the need for more resources or manpower
- Generate faster leads
- Offer 24-hour customer support and exceed customer expectations
- Make it easier to communicate with and market to your customers
- Take payments directly with your bot
The Best ChatBot Software For Your business
Tidio – One of the nicest-looking chat and chatbot tools for your website. Easy to use, great features, and lovely user interface.
Manychat – A very capable all-round chatbot that uses Facebook's messenger technology
Upwork – find a chatbot specialist from hundreds of rated freelancers and businesses on the world's biggest outsourcing platform.
What about Chatbot Agencies?
A chatbot agency is one that takes performs a number of functions for you, the customer:
1. Takes the pain out of learning a new platform
2. Applies experience and skill to create chatbots that not only follow best practices but perform better than those created by amateur bot builders.
Chatbots work on an ever-increasing number of platforms. The most important thing to know is where your customers spend their time. If this is something you're not sure about, we can help you discover your target platform. But there's no reason why you can't cover more than one, or most major platforms, with one solution.
Chatbot Use Cases
Here are sone real world examples from around the internet to give you an idea of how powerful this technology can be and how it can benefit your business.
Chatbot for Travel Agency
It should be clear by now that chatbots save time and resources. But how could a chatbot improve the high-touch travel agency industry? Humans are still a big part of the travel industry. In fact, travel agent professionals are more in demand now.Millennials are more interested in a better experience than spending hours online trawling through search engines and travel deal websites.
And the marketing trend for 2021 is personalisation, an area chatbots can excel in.
Imagine the front desk in your business that's staffed 24/7 by a well-trained, inexpensive, team member. Chatbots can improve customer service by answering frequently asked questions, directing people to the right customer representative, or delivering value in some other way (PDF brochure downloads, user information processing, etc).
Chatbots allow you to reengage with your customers, take customer feedback, perform repetitive tasks, and gauge customer satisfaction. This is a powerful marketing tool for improving customer retention and increasing the lifetime value of a potential client.
Product launch bot
Ideally used with a messenger app like Facebook messenger. Potential customers sign up to the bot (on a landing page like this one) and give their email addresses. The bot sends regular updates about the product delivery time, progress, and new features. Users also receive a notification and invitation to try out the product once it's available. Access could even be limited to bot users only,creating a level of exclusivity.
The product owners get almost instant access to potential users through the Facebook Messenger interface and they also receive their email addresses for future email marketing purposes.
ChatBots for Restaurants
Clever use cases for restaurant chatbots include checking a schedule to see if there's availability, answering typical questions about opening hours, delivering photos of menu items, suggesting meals and times, offering discounts, review funnels, and reminding customers about their upcoming reservation, and of course, taking reservations.
Ecommerce store chatbot
Heard of conversational commerce?
Just like a real conversation between two people, Conversational Commerce is the automation of the interaction between customers and brands via chat.
Chatbots fit perfectly into this idea because they can help a potential client and add value to customers through automated rules. The common questions that your customers ask can be easily answered in the chat by your bot.
Asking for reviews after your purchase is made very easy thanks to chat technology. Instead of sending a cold email (which might get ignored or end up in the spam folder), chatbots communicate directly with the customer and remove all the points of friction. In many cases, the chatbot gives the prompts and the user merely clicks a button to leave a review.
People understand that they are interacting with a bot but it feels more “human” than interacting with a cold website.
And as mobile usage grows, people are used to purchasing online. Typing long sentences, filling out forms, and searching is still difficult on mobile devices. Where the chatbot shines is its ability to lead and direct users around the site. Bots can suggest products, offer choices, take preferences, take contact details, and take payments.
Chatbots are a big opportunity for ecommerce businesses.
Event Intelligent Chat
For event managers that know their upcoming event will generate a lot of customers questions, a chatbot is a great way to funnel people to the right solution. Be it the payment button, the contact page, the event parking information, or the speaker list. By grabbing a user's attention as soon as they enter your page you can find out immediately what they are looking for just by asking.
Here's an example.
Give visitors a couple of broad topics to start them off:
Hi, Are you looking for 1. information about the event, 2. For ticket sales, 3. Contact information?
The user types 1. And the follow-up question could be:
Great. Let's see how we can help. Did you want information about the speakers, parking arrangements, ticket prices, location, or something else?
The something else is where the bot hands off to a human or a contact form.
Where you save time is in answering common questions, like “where is the event on and at what time?”. Of course, this information should be on your website, but when a user lands directly on your homepage, they aren't aware of this.
For events, it's easy to take payments directly in the app via the chatbot. This saves the customer filling out forms and finding payment options. With a Facebook messenger bot, contact and payment details are often readily available – the customer just needs to confirm.
Restaurant review funnel
The Customer receives a message from the chatbot asking if they would like to review the restaurant. If they give a negative rating, the bot can ask why they failed to get a 5-star review.
Example: customer clicks 3 (from a list of 1 to 5). The Chatbot asks if the service, pricing, food, or something else was not up to their expectations. (This kind of information is hard to extract in a normal review form. The bot presents simple, clickable buttons so the whole process is less time-consuming for the reviewer.
What was the problem? Overpriced, Not Tasty Food, Bad Service, Other The data is also valuable for improving the business in all areas.
The review then gets passed on to the manager. The bot asks for the reviewer's email address.
As the customer feels like their message will be heard, they are more likely to offer up their email address. Again, Facebook already has this information and simply presents the email address as a button or the user to click to send.
Hotel Booking Bot Example
Hi, I'm the Grand Hotel Booking assistant. Can I help you book your upcoming stay?
YES / NO Great! Would you like to check availability and prices or do you have some questions? Choose below CHECK AVAILABILITY / HAVE QUESTIONS Please write the check in date like this “January 15” or “December 1” You've selected a checkin date of 15/10/2019, when would you like to check out?
Customer types 22/10/2019 but the bot understands this Great. Checkout is 22/10/2019. How many people?
1 / 2 / 3 / OTHER We've found the best available offers for your selected dates.
Book Now (shows photo of room) The Customer is redirected to booking website with all details filled in. The only thing left to do is click Book Now.
Once the booking is complete, the chatbot channel can be used as a communication channel with the customer.
Reminders, updates, special offers, and local information of interest could be sent.
The customer can always remove themselves from the bot communication but as long as the messages give value, there would be no reason to do so.
Spa Lead Generation Tool
Once the user clicks Get Started or communicating with the bot (which features prominently on the website, facebook page) the bot offers a free gift. An example would be the chance to win 3 free massage sessions. Or a big discount on beauty treatments. Discounts could even be offers to anyone that gives their email address, phone number, and connects with the chatbot.
Remember that the customer does not have to type their email and phone number as the messenger platform can provide a clickable button with the information pre-populated. This removes the friction and generates more leads.
Offering a better chance to win, or the potential to win more prizes is a great way to have customers spread the word. Letting the customer know that they have 5 more entries into the competition if they share with 5 friends adds a viral element to your campaign.
Again, the friction is removed as the entire lead generation magnet is packaged into a clickable button. All the user has to do is click “share”