What is a chatbot?

Chatbots will continue to be an important part of digital marketing in 2021. This AI-based technology uses instant messaging to chat in real-time, day or night, with your customers or site visitors.

Surveys show that:

  • Chatbots will power 85% of customer service by end 2020
  • Top benefits of chatbots are 24-hour service, instant responses to inquiries, and answers to simple questions/FAQ.

So, who are you chatting to?

A chatbot is a software application used to conduct an on-line chat conversation via text or text-to-speech, in lieu of providing direct contact with a live human agent. A chatbot is a type of software that can automate conversations and interact with people through messaging platforms.

How does it help the customer journey?

Convert website visitors into paying customers, and speed up customer resolutions with ChatBots. You can free up your staff by providing instant responses to questions.  Once we have finished our day job, we probably all sit down in the evening and work our way through our life admin and in the past have really wished that there was a way we could speak to businesses outside of the traditional 9-5 hours.  Now there is. ChatBots ask the right questions to automatically prioritise and route conversations for more efficient customer support. 

Proactively engage your website visitors

ChatBots shorten the time between intent and purchase by automating repetitive tasks like qualifying leads and sending invoices.  When there is a lull in website activity the bot can ask the user if they require any assistance. 

Your websites virtual assistant

Designed to convincingly simulate the way a human would behave in conversation, chatbot systems typically require continuous tuning and testing, in order to continue providing good alternative customer service. 

Do i need a chatbot?

If you are B2C I would say definitely yes, consumers are online ready to spend at the most rediculous times.  If you are B2B its also something to really consider to cut down on staff time and repetitive FAQ type questions.  

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