Digital marketing is becoming the heartbeat of every business. Building an online presence is not an option anymore.
It is now a necessity for businesses no matter their size is. Alongside building your presence on the internet, is the drive to provide optimum customer service to your audience.
Several years or decades ago, customer service is done manually and limited.
Customers can only interact with the brand that they are interested in or have purchased from by visiting the store or sending an email or placing a metered phone call.
Often, customer service is only available from 8 am until 5 pm, five days a week or only when the business is open for operation.
Technology has come a long way in terms of innovations and strategies in growing your business and bringing your brand closer to your target audience.
In the same case, customer service is now more accessible because of technology advances.
One of the most vital tools you can lean on today to improve your interaction with your customer is the chatbot.
– What Are Chatbots
Chatbots are programs that respond to customers messages automatically.
These programs are powered by Artificial Intelligence (AI) and natural language processing (NLP) as well as Machine Learning. It can provide automated and intelligent responses to from customers.
It mimics the way humans make their conversation and help solve queries thrown by interested customers.
Impact of Using Chatbots
The use of chatbots of businesses is gaining popularity these days.
Experts have predicted that by the end of 2020, over 80% of enterprises will have then implemented chatbots as part of their customer services.
It has given new opportunities for business owners to find ways to make their business grow.
Here are some of the impacts of chatbots in digital marketing that you can take note of.
1. Deepen Engagement
A business without excellent customer service is most likely to fail. No matter how good your product is, if you cannot provide an outstanding service to your existing customers, you will not succeed.
Keeping your customer engaged in your business is a vital thing to do. The more involved your customers are, the more they will want to increase their customer spend.
The use of chatbots in any of your chat boxes can deepened engagement as it provides information to your visitors at any time of the day.
2. Better Lead Generation
When customers connect with you to inquire about your product, they are most likely have an idea already of what you offer and are keen to make a transaction with you.
When you do not provide an immediate answer, this can be a lost opportunity as your potential customer can turn to your competitors.
No one remains connected on the internet 24/7, not even someone like you who handles an eCommerce business.
Instances like sleep, meetings, and other matter that requires your attention will make you go offline.
However, queries from your potential customer can arrive anytime as it may come from any part of the world.
If no one is available to provide an immediate answer, your potential client can abandon their desire to make a purchase or make a transaction from your business.
Chatbots allow you to have an around the clock customer service that you rely upon to provide immediate feedback to your customers.
This program does not only give convenience to your clients, but you as well.
4. Improve User Interaction
Chatbots can interact with your customers like a human. It engages in conversation can improve your relationship with your clients.
It does not get affected or change its mood when interacting with an irate customer yet can provide an answer that may pacify its mood.
5. Provide Analysis
Chatbots cannot only provide an answer in an instant but can also collect data which can help your improve your business.
It can monitor the behavior of your customer and even keep tabs of their buying patterns.
It can recall the last item that your customer purchased and can juice out suggestions based on your user’s preferences.
These insights can help you understand your market better and know your customer more.
As chatbots ask direct questions to your customers like their interest, hobbies, age, gender and other information, it can give you a proper insight of who your customers are.
When you have these data, it will then be easier for you to apply personalization in your strategies.
6. Enhances Social Media Marketing
Social media is one of your greatest assets in these modern times to market your product or brand.
This channel has become of the most excellent venue to engage with your audience and promote a deeper relationship with clients. Chatbots can become an extension of your social media marketing strategies.
A chatbot can offer initial product suggestions based on your customer’s queries.
As the drive for personalization goes high, bots can help you with your personalization campaign in your social media platforms.
7. Take Orders and Close Sales
Sometimes, people who visit your site or your social media profiles have already made up their mind to make a purchase.
Chatbots are excellent tools in taking orders from your customers and making sure the transaction goes smoothly.
The use of chatbots can also wonder in the growth of your sales as it can encourage users to try different products that you offer.
Technology has carved itself to the way businesses operate these modern times.
From the way you run your daily business operations to team collaborations and even how you interact with your customers, have changed with the innovation of technology.
Customer behavior has also continued to evolve.
Consumers want to connect with brands that can provide them with a positive experience and give answers to queries and feedback in an instant.
Chatbots are slowly changing the landscape of customer interaction with different brands and companies. It has also allowed small scale businesses to level at par with big corporations when it comes to handling customers.
The use of chatbots is a smart move as it can provide better customer engagement and can help you address the constant need for customer service.
If you haven’t leverage on this program just yet, now is the time to do so.
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