Have you ever experienced the frustration of connecting with a business online, sending them an inquiry message because you are interested in a product or service, but not getting any response even after several hours or days of waiting? What impression do you get from businesses that appear to be ignoring their potential customers?
From a customer’s point of view, the situation described above can be annoying and disappointing, which may cause them to change their mind about dealing with your business and move on to a competitor’s website or business page. Imagine if that was your business — it will easily translate to a lost customer. And it’s not just one. You can potentially lose all customers that you ignore simply because you don’t have the time or the manpower to handle your chat inquiries or social media messages.
Taking Advantage of Chat Bots for Your Business
Enter Chat Bots. These are programs that use artificial intelligence (AI) to interact with customers who visit your website or your Facebook business page (messenger bots). Do you know that these so called “chatbots” (coined term for chat robots) are revolutionizing online businesses?
When used appropriately, you can significantly grow your business, by increasing your customer base, improving conversion rate, and establishing brand awareness. Here are some ways you can take advantage of chatbots for websites or messenger bots for Facebook business pages.
1. Chatbots can help you establish brand awareness.
Not all visitors to your website know what your brand is about or what products you are u selling. By using a chatbot you can automatically greet your visitors with a pre-written message about your brand, you can easily tell them what your brand is. An example of a brand-centric chatbot welcome message is this:
“Hello, welcome to Trulia. I can help you with finding where you will live next.”
2. Chatbots can improve customer service.
Customers are generally inquisitive. Before signing up or making a purchase, there may be some questions they want to ask to clarify their doubts or satisfy their curiosity. By using automated messages (chatbots), you are providing potential customers with a quick response to their inquiries.
By being readily available to customers, you are creating good customer service. This is crucial to improving your conversion rates and outperforming your competitors.
3. Chatbots can help you acquire valuable customer insights.
To identify what your potential customers’ concerns are, you can list down multiple items which they can choose from. With their selection, you can easily get hold of data that can help you further improve your business. For example, here is a message you can use:
“Hello and good day! How may I help you today?”
- Shop from our collection
- Follow up my order
- I want to return an item
- Make a general inquiry
If you see a lot of clicks on choice number 3 (I want to return an item), for example, this gives you an idea that your products may not be appealing to your buyers or need improvement.
4. Chatbots can help you increase conversion.
By using Messenger bots on your Facebook page, you can easily direct your social media followers to your website or online store and promote certain products. By setting up your chatbot to intelligently capture keywords from your customers’ messages, it can quickly bring up the link to your product page, thereby, enabling them to easily purchase a product from your website. Keep in mind, that if you have a business page, you already have messenger and you have the potential to earn a badge for a fast response time, in which your visitors will see.
With the advancement of technology, coupled with AI integration, the advantages of using Messenger bots or chatbots on your business platforms are almost endless. However, this doesn’t mean that you have to rely solely on robots to provide customer service. A personalized, human support agent should still be available to manage and guide your customers. Messengers bots should only enhance productivity, improve customer service, and help with your business’ operations, but should not totally replace human support and interaction.