A lot of things have changed since the advancement of technology, and with its continuous evolution, we can expect a lot more development in how things work for our convenience and benefit. Just like us, many businesses and companies have seen the beauty of adapting technology in marketing and growing their business.
The Internet, for one, has made a significant difference in the world of business. Aside from the websites and using social media channels, one of the quickest rising star today is the ChatBots.
What are ChatBots anyway?
ChatBots are computer programs which are designed to initiate and imitate conversation with the use of the so-called AI or artificial intelligence.
Today, a lot of companies have been dying to have them. Why?
Because basically, chat applications are widely used by millions of people, and it is becoming a very useful tool for many companies to generate more leads. Chatbots can immediately interact with customers and address their questions and queries.
It means once this is in place, you can respond faster without putting too much effort.
To give you a clearer picture, here are some of the ways how ChatBots can actually be used to generate more leads for your business.
1. Respond to customer queries and questions
This is one of the most basic and also one of the most important uses of ChatBots. When customers ask some basic questions, ChatBots can address that already. ChatBots load the most frequently asked questions and you customer can do their search in there.
Thanks to this, you can actually become more productive as you will no longer have to spend hours replying to each and every single question your customers ask.
Aside from that, your customers themselves won’t also have to keep on waiting because the ChatBot can be the one to respond to them in a matter of seconds. In fact, there are platforms which have the best ChatBots – with a voice, so it seems as if ChatBot is really thinking and communicating like a real human.
When it comes to creating customer service ChatBots, you need to make sure that you give your customer an option to contact customer service representative as well. Always include a question asking them if their queries are addressed so that they can be redirected to an actual customer service agent if needed. You should also have to let them know that they are actually receiving an automated response. And in situations where the user’s identity needs to be verified, it is best if you direct them to your website for security reasons.
2. Deliver personalized content experiences
There are certain businesses and companies which use ChatBots as a part of their content marketing technique with the goal of establishing better relationships with their clients. It makes things a lot easier for their clients because they won’t be required to do a lot of searches related to the company’s products.
There are certain suggestions that appear so that customers won’t have a hard time searching for it. Most of the time, the ones that ChatBots provide are content that customers will find useful and valuable and when they click on the suggestion, it will direct them to the company’s website.
As a company, in order for you to be able to provide customized content for your audience, you should not have sales as your main objective. What you need to bear in mind is making useful, informative and valuable content so that you can direct your audience to your website.
Another important consideration is that you need to make your site mobile friendly and responsive. And more importantly, to help your users find what they are looking for exactly, you can have browsing menus included in the ChatBot because there are really times when people just go online and still think about what they exactly look for. Your suggestions will really matter and will significantly help in giving them a much better online experience.
3. Strengthen customer relationships through entertainment
Having ChatBots in your website is a good way to cultivate and strengthen your connections and relationships with your audience. If it suits your brand, your ChatBots can be used to entertain users by sending games, trivia, fun facts and a lot more. So what happens is that when people send the first message, the ChatBot will respond with a game and a call to action for the user to play the game. You can also include an option to challenge a friend so that you can encourage more users to utilize the ChatBot. When you do this, you can nurture your relationships with your customers, instead of having a purely business kind of relationship.
When you consider using ChatBot for entertainment, you should also have some considerations in mind. You need to also give your users the chance to opt to receive the content, because not everyone may be happy to receive it. It is also best if your messages are lively and dynamic by including images and videos. And of course, you need to ensure that it is mobile friendly.
4. Streamlining sales and product purchases
While ChatBots cannot really be compared to real-life sales people, you can leverage on these programs to boost your sales. They are not only helpful when it comes to gathering information from your customers but they can help increase your sales by automating the sales process.
ChatBots can be used to show suggested products that your customers might be looking for, and process the order right then and there. Aside from increasing opportunities to close more sales, you are also giving your customers better experience because you are making the ordering process easy breezy for them. This translates to better customer satisfaction and growth in sales for your business.
So for a selling ChatBot, you need to make sure that it is programmed to provide immediate answers to your customer’s frequently asked questions. It will also help if you incorporate a sort of ChatBot builder or tool which has the ability to accept payments. That’s because sometimes, even if people have already decided to make the purchase, they do not want to go through the hassle of going back to your website just to make the payment. So in order to make sure that it is a done deal, it is better if you allow your customers to make the payment, too, right then and there, as soon as they are done with the ordering process.
Lastly, you also have to include the question that asks if there is anything else they would like to add to their order. This will give them the chance to think if they want to add another item on top of their purchase. What a great way to promote another product!
So how do you make sure ChatBots are done correctly?
If you are already considering adding a ChatBot to your website, you need to make sure that it won’t seem so annoying or you might be pushing your customers away instead of engaging them and adding more customers. So how do you do it? You need to start by making sure that it is not monotonous and annoying. When ChatBots were first implemented, it was considered as unnecessary because it just pops up onto a user’s screen with some stock photos. But now, ChatBots have significantly improved in many ways. They are now better when it comes to presentation. They are also now more targeted and geared toward providing better customer service assistance and answering customer’s queries.
So in order to make sure that you can use this to successfully increase your conversion rates, you need to work on the presentation of your ChatBot. It needs to be something that is not too intrusive and annoying, and it should be able to provide your customers a seamless and experience when it comes to using your website. An important thing you need to avoid is having unnecessary or unsolicited pop ups, even if your intention is to offer the users some of your products and services. The best way to do it is to allow your customer to click on a button to expand a ChatBot if they need to have some questions answered. When you are able to do this, you are maximizing a tool that can effectively generate leads and increase your chances of converting them to sales.