by Ishita Mansukh Rajgor
Posted on April 18, 2018 at 11:00 AM
Chatbots is an extraordinary service powered by Artificial Intelligence and business rules, it's creating waves in E-commerce industry. But what is it exactly? Simply put, Chatbot is a way to engage with customers without having one-to-one conversation. Chatbots are integrated in messaging apps, ready to answer questions your customers have.
Without Chatbots, no matter how big or small your business is, you'd require employment of either a call centre service or a dedicated team of professionals in order to handle customer queries and complaints.
Customer retention is a big factor for Brand's presence, competition is fierce and every competitor is coming up with ways in which they can hold their existing customers. A brilliant way to engage with them is through Messaging Apps, which is already installed on their phone. This way Customers get what they need - instant and satisfying answers.
Chatbots have the ability to reach customers in a way human cannot, chatbots can serve every individual customer, instantly.
Notably chatbots isn't a new thing, one of its implementation was for kids on MSN Messenger developed by Microsoft.
When Facebook announced Chatbots for its Messenger Platform in 2016’s F8 Conference, it shook the Digital Marketing Industry. Facebook's VP of Messaging Products closed the first day of event by saying:
“If you direct your existing or future customers to Messenger instead of directing them to a mobile web page or an app, you will definitely see lift, if you build the right experience.”
Following 6 months after the announcement, more than 30,000 bots were created.
According to CITI's research, Facebook Messenger chatbots are developing 70% faster compared to the iOS apps at the same stage in their life cycle. Up to 80% of survey respondents said they planned to use some sort of chatbot by 2020.
Let's have a look at some the interesting facets of Chatbots:
Chatbots understand customers and the context in which they ask questions, so your customers get relevant answers, making them happy.
Chatbots can give insights on customers, like how often they ask a particular question. This is helpful as the product team can then work on it later.
Chatbots are available 24x7, unlike Customer Service Agents. This helps your Business to keep its presence all the time.
Chatbots can give intelligent product suggestions, this in turn helps an increase in sales as a customer tends to purchase when the options are less.
Chatbots can aggregate the user feedback, which is otherwise very hard using Emails and Personal Calls/SMS to the customers.
Chatbots can give you an edge over your competitors. It helps you reduce costs on human support services and generate increased sales for your Business.
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