Nowadays, whenever you visit a website, you are immediately served cookies, so much so that cookie puns and memes have become popular. Chatbots are gaining popularity in the same way. You can hardly perch on many websites, especially commercial ones, without a chatbot appearing to interact with you.
Chatbots were used by 24.9 percent of purchasers in 2020 to communicate with businesses. This is a significant increase over the previous year’s predicted 13%. Furthermore, it is predicted that by 2022, chatbots would handle 75-90% of healthcare and banking inquiries. Furthermore, statistics reveal that chatbots are becoming more capable. According to data, in 2017, chatbots could only handle 20% of activities from start to finish. However, in 2019, the figure rose to 68.9%.
Why Do You Require a Chatbot?
Improved Customer Service
Chatbots are a significant improvement in customer service, particularly for firms that rely largely on consumer feedback and conversation. Chatbots are usually pretty nice, depending on how they are constructed. They have the ability of a well-trained sales representative. Even better, because they are bots and lack human emotions, they are unlikely to respond angrily to clients/potential customers.
This is not to imply that chatbots should or will completely replace humans in customer care. Humans are still required in that field of communication. Chatbot, on the other hand, supplements your human customer service involvement.
Your customer care representatives will not communicate with a client or lead via a website, but chatbot software will. Chatbots, in particular, are quite effective for serving potential consumers. Most visitors to your site are prospective leads and conversions, especially if you publish material regularly.
Ease and simplicity
Chatbots save businesses a lot of time and effort. Many times, clients are simply inquiring. They want to know about the most recent advances and whether this product is appropriate for this or that function. These inquiries do not always result in purchases. Nonetheless, they are significant because they may assist your company in the long run.
In such circumstances, chatbots can relieve you of the burden of having to respond to everyone. You can’t just disregard queries because you’re not convinced they’ll lead to sales. So, chatbots help you process these information requests, which simplifies things a little.
Chatbots also make things easier for the user on the other end. Your website contains the majority of the information about your company and its products. However, sometimes the content is so large that buyers do not want to read it all. Chatbots simplify things for your website’s visitors. All they have to do is ask a bot, and all of their queries will be answered.
People no longer enjoy downloading apps
Many businesses require you to download their app and go through a series of steps before you may patronize them. People are already required to fill out contact forms as part of the lead generation process. Taking it a step further and asking people to download an app to communicate with your company may turn them off.
There are numerous items to keep on phones and other devices, including music, movies, series, images, and other media. Another app taking up some of their time is the last thing some folks need. Chatbots allow you to engage with your site visitors directly on the site without diverting them elsewhere.
And there’s more. Texting is really popular. Young folks can’t get enough of it, and older people are enthralled by it. Talking to a chatbot is similar to texting. You send a message, and the person (or bot) on the other end responds. You send another text, and before you know it, you’ve had a full conversation. Your old prospective customer converts into a new regular, loyal customer.
Chatbots Improve Communication
Communication between a brand and its customers is critical, and what better way to do it than with chatbots? Because they have access, regular consumers can contact you more readily to voice complaints or comments regarding many aspects of your organization. The employment of chatbots has increased communication and customer connection all around the world. According to a case study conducted by Zurich Insurance in the United Kingdom, they documented 765 client encounters, a 20% increase. This progress was made fewer than six weeks after they began using their chatbot, which they named ZARA (Zurich Automated Response Agent).
Customer communication is one of the pillars that hold businesses together. Using chatbots implies that there is always a route via which this communication can take place. It is sufficient to suggest that you would notice the benefits of regular communication to brands more.
Improved User Experience
Chatbots improve any client’s overall user experience. When chatbots are used to collect visitor information instead of forms, they do this. Filling out forms is clearly not a favorite pastime of the ordinary internet user. Many site visitors will quit if they see that they must fill out a form. It appears to them to be monotonous and lengthy. Chatbots, on the other hand, allow you to request this information in a much more engaging way. Chatbots do more than simply introduce your contact form. They bring them up as a result of their discussion with the potential lead.
When your chatbot does bring up the form, it feels more natural and less obtrusive than a glaring form on a website’s home page. Chatbots could be used directly in place of contact forms to generate leads. When site visitors perceive context, explanation, and discussion, they will be more likely to drop their details.
Chatbots also allow you to deliver speedy solutions to your client’s problems. If a consumer has a problem with a product they purchased from you, they can simply text your chatbot for a speedy response.
Chatbots, as noted under “user experience,” can be used in place of contact forms to generate leads because they appear less monotonous to site users. But, more crucially, having “someone” to talk to once they arrive at the site motivates visitors to provide their contact information. To get to conversion, you must first generate leads, and chatbots help you get there faster.
The ability of chatbots to collect information 24 hours a day, seven days a week promotes lead creation even more.
Conversions – Solving the Bucket Leak
“The leaking bucket” is a marketing term for when a company loses a customer. It’s a metaphor that compares the cycle of gaining and losing clients to a leaky bucket. It is unlikely that this leak can be entirely stopped. You could try, but the door just keeps opening. The best thing to do is to make sure that new customers are always coming in to replace those who are departing, keeping the bucket full despite the leak.
There are numerous marketing tactics available to increase conversions. Chatbots are one of these strategies. You already have a lead and are attempting to convert them. Conversing with them via a chatbot may just result in the sale that you need to convert regarding a loyal customer’s lead, resulting in a healthy connection. People occasionally get a whim to pay for a product or service, and if they don’t discover a way to do so right away, they lose the feeling. Having a sales agent in the form of a chatbot available at all times to speak with your potential conversions can help them convert faster.
Activities become less stressful as a result of automation. Chatbots are typically configured to respond to certain inquiries in precise ways. If your chatbot is already programmed to answer the majority of inquiries, there’s no reason to engage in consumer engagement. At the very least, it does not have to be as consistent.
The site visitor, lead, or client benefits from this automation as well. Everyone simply asks the questions they require, and a chatbot responds. The use of red tape to stymie procedures has been drastically reduced.
If you merely used a chatbot, you might save money on employing new employees and a variety of other expenses. As previously said, chatbots do not eliminate the requirement for people in any brand’s customer service or communications departments. It essentially supplements it. Nonetheless, chatbots would save you some of the money that would otherwise be spent on paying employees. Chatbots can help your company save up to 30%* on customer support expenditures.
Chatbots perform a variety of tasks. It can be difficult to respond to people’s problems with precision and patience. It is even more difficult when you consider how many of these folks there are. Chatbots allow you to complete this activity without having to spend thousands of dollars on pay.
Moving with the Times
There is no denying that chatbots are fantastic. The ordinary individual will not pass up an opportunity to speak with someone about a product or service they wish to purchase. Many brands currently use chatbots, particularly those in the technology industry. You access a website, and before you can complete reading the first few phrases, a chatbot appears and asks you what you want. It’s an interesting way to be treated. It’s even more impressive if you’re a first-time visitor to the site.
This justification for including a chatbot on your website becomes even more compelling when you realize that users are increasingly using chatbot apps on their phones. People also enjoy conversing with audio chatbots such as Siri and Alexa.