What Are Chatbots? Everything Business Owners Should Know.
There are so many benefits for chatbots in business. But, everyone's favourite tends to be the cold hard cash you'll save. That and not having to respond to the same message over and over and over again.
Here are eight reasons why you should work chatbots into your digital strategy.
Improve response time for customer service queries
Slow, unreliable customer service is a profit-killer. One of the best ways to improve sales is to improve your response time. In our current age of instant communication, people expect faster response times.
By using chatbots to automate responses, you can help your customers feel seen, even if it's just to say you'll match them up with a representative as soon as possible. People who feel heard and respected are much more inclined to buy from your brand.
Automate sales
Chatbots can automate sales tasks for you. They can help lead your customers through the sales funnel, even processing payments.
Chatbots can also qualify leads for your agents. They'll take them through an automated process, eventually pulling out quality prospects for your agents to nurture. Your sales team can then turn those prospects into lifelong customers.
FAQ
By relieving your team from answering frequently asked questions, chatbots free up your team to concentrate on more complex tasks. FAQ chatbots can improve office productivity, save on labour costs, and ultimately increase your sales.
Automate customer service tasks
You can outsource simple customer service tasks to your chatbot. Use them for things like comparing two of your products or services, suggesting alternate products for customers to try, or helping with returns.
24/7 support
One of the most significant advantages that chatbots have is their always-on capabilities. Having 24/7 support in place means your employees can take valued time off, and your customers can have their questions answered during holidays and after-hours.
Chatbots won't be short or sarcastic with your customers — unless you program them to be that way. They have endless patience for questions they've already answered a million times. You can trust chatbots not to make the same mistakes humans might.
Save on time and labour
With chatbots, you're buying a computer program, not paying someone's salary. You'll be saving from paying a human being to do the same work. And this way, the human beings on your team are free to do more complex and engaging work.
Multi-language support
If they're programmed to be multilingual (and many are), then chatbots can speak to your audience in their own language. This will increase your customer base and make it easier for folks to interact with your brand.
The dos and don'ts of using chatbots for business
Chatbots are a great resource, but they shouldn't be your one and only tool. Make sure you're not relying on them for more than you should be. And that you are using them correctly to maximize your investment.
There are a few basic do's and don'ts to follow to get the most out of your chatbot.
DO let human agents handle complicated inquiries
There are some things that need to be handled by a human being. Complicated inquiries or ones full of emotion are among those. Program your bot to hand queries they can't answer off to someone on your team.
DON'T spam
The last thing your customers want is a ton of marketing junk about how great your brand is. It's a fast way to get someone to bounce off your page and never return.
Don't use chatbots for evil. Don't spam.
DO give your chatbot some flair
Chatbots with personalities make it easier for folks to relate to them. When you create your bot, give it a name, a distinct voice, and an avatar.
Published
August 13, 2024
Written By
Malakh Jibril
Reading Time
8 Min
Contents
1.
Customer Services
2.
Automate Sales
3.
Faq's
4.
Automate Sales
5.
24/7 Support
6.
Save time and labour
7.
Multiple language support
8.
Do's and Don'ts in Chatbots
9.
Don't Spam
10.
Chatbot flairs
ABOUT THE AUTHOR
Malakh Jibril
Brand Consultant
I work with small companies, helping start-ups to launch and get off the ground. I have also worked with well-established SME's helping them to develop brand and or move into new markets and overseas. I have built, trained and monetised digital departments within agencies. I have also re-organised the marketing functions within a business building in-house agency style communications teams.
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