Chatbot is becoming an increasingly popular program that every business tries to add to their website, application and social networks. Users react differently to this trend. Some people are excited about the ability to quickly resolve issues without the intervention of an operator, while others believe that in this way companies are cut off from customers.
But we, as a business, know that the main task of a chatbot is to make the work of the enterprise even more efficient with the help of automation. Also, if you implement the program correctly and make it easy for customers to contact the agent when needed, there will be no problems with dissatisfied buyers.
How businesses use chatbots
Creating a chatbot for the site has one goal - to automate work processes. Like any other mechanism, bots are designed to simplify and speed up human work.
"All this is clear", - you will say - "And more specifically?" The robot's ability to automate routine tasks opens up a whole list of advantages for us. Depending on the capabilities of a specific chatbot, the program can perform the following tasks:
Engage buyers with proactive messaging
Qualify potential customers
Increase the number of sales
Solve frequent questions from users
Reduce the first response time
24/7 customer support
Collect and analyze data during communication with the client
Respond in multiple languages depending on the user's language
In general, all this long list of possibilities should be reduced to three main scenarios of using a chatbot:
Generation of leads, that is, potential buyers. About 55% of companies using chatbots generate more quality leads. A chatbot knows how to attract visitors with proactive messages, collect information about a potential customer and pass it on to the sales department.
Customer support. The chatbot answers frequently asked questions from visitors using saved answers or links to articles from the knowledge base. It all depends on how you set up the program, write down the answers in advance, and how widely you cover the base of recurring requests.
Collection of customer reviews. Also, the bot is often used to receive and request feedback from customers. You can configure the program so that in case of negative feedback, the bot will immediately transfer the dialogue to the operator of the support department. A quick response to the problem of a dissatisfied customer can significantly reduce the damage to the brand's reputation.
