Have your personal chatbot
Everything You Should Know About Proactive Customer Care: Chatbots Can Do It Nowadays
No matter what size your company is, we will explain how you will benefit from installing a chatbot! An AI chatbot offers your company these advantages: They give your company personality.
Chatbots can help you present your company to your customers better as they give your company an artificial personality. For many users, the chatbot is the first point of contact with your company, which can be much more personal than a telephone conversation or contact via email. The personality of a chatbot has a major impact on the user experience and is a decisive factor in how users perceive the interaction. In order to develop a personality for your chatbot that fits your company, numerous factors play a decisive role, such as the identity of your brand, the tasks that the bot is supposed to fulfill or the preferences of your target group. These factors should be taken into account when programming a chatbot.
Comprehensive support for your customers
Statistics on the buying behavior of various customers showed that 4 out of 5 customers need help while shopping. So, at any time of the day, your customers may need help understanding which products suit their needs or budget. Additionally, there may be times that customers cannot find what they are looking for due to navigation issues on your website, that they have questions about registration, payment, checkout, and delivery, or that there is a lack of information about a product.
In all of these situations, chatbots can help immediately and at any time, just like a salesperson in a physical store. In addition, chatbots can offer interactive communication where they also ask questions in order to understand the real problem. In addition, in addition to text and voice, they can present customers with rich content including product pages, images, blog posts, and educational videos that are based on their answers and can help them on their way.
Proactive contact with customers
In general, companies employ "passive customer interaction," which means that they only respond to customers when they are contacted and do not initiate communication. In competitive companies - especially with a remarkable percentage of Millennials as customers - many brands can no longer afford to remain passive.
Since no company has enough staff to communicate with all customers on a regular basis, chatbots allow you to start a conversation with any customer about any problem at any time of the day. This will make your customers feel like your brand is a step ahead.
Always available customer support
Regardless of whether you are an international or a local SME - good customer service that is available around the clock has a positive effect on customer satisfaction and is one of the most important success factors. The course of customer care can be optimized with the help of chatbots. Bots can be programmed to give automated answers to repetitive questions instantly and forward the request to a real person when a more complicated action is required. This enables human customer service agents to save time and support more important cases instead of dealing with simple, repetitive tasks.
In addition, companies can use chatbots to process several tasks at the same time, so that no customer has to wait. This enables companies to expand their activities to new markets worldwide without multiplying the number of inquiries to be processed.
Easier access to global markets
Whether you already have an international brand with customers around the world or a local brand ready for global business, chatbots can solve your customer care problems in multiple languages, 24/7, 365 days a year. In this way, your company can expand its operations to new markets without having to worry about the multiplication of incoming inquiries to be processed and the associated costs.
Personalized messaging that supports the customer along the customer journey is possible with the customer information that chatbots receive. A bot can ask the necessary and related questions, convince the user and generate a lead for you.
In addition to generating potential customers and notifying the sales teams, a chatbot can also help you determine the unqualified leads based on identified KPIs (Key Performance Indicators) and save you from dealing with time-consuming leads.
New insights into the behavior of your customers
As mentioned earlier, chatbots are great tools for communicating with customers. With the feedback they collect through simple questions, you can make improvements to your services or products and even optimize your website by customizing low-conversion pages. For example, if your landing page is generating a good amount of organic traffic but not converting well, your chatbot can reach out to customers who visit that page with a survey to gather more information about why they left the page without buying, etc.
Chatbots can also be used to track purchasing patterns and consumer behavior by monitoring user data. Businesses can track the commands and responses their users give to the chatbot, predict the responses based on the consumer's language, and instruct the bot to suggest a different product or service to users.
Lower operating costs
First of all, implementing a fully functional chatbot is much cheaper and faster than creating a cross-platform app or hiring people for every language and task. Businesses have a variety of options to choose from from pre-built software developed by Facebook, Microsoft, and other large IT companies.
Because chatbots are automated solutions, they enable companies to serve many customers at once and at the same time. By “using” chatbots that complement human employees, you not only save personnel costs, but also avoid problems that arise from human errors.
And finally, customer acquisition is also associated with lower costs, as customers can access chatbots in seconds and start interacting immediately.
Chatbots can support employees with repetitive tasks quickly and inexpensively. The biggest challenge that you need to pay the most attention to is the conversational skills or "personality" of your chatbot in order to increase or at least keep your brand awareness and customers.
Chatbots can have these disadvantages:
Difficulty understanding colloquial language or typing errors
Although AI chatbots keep getting better, they still cannot replace the natural flow of human conversation. Most chatbots are unable to adapt their language to that of humans, which means that misspellings, slang, and sarcasm are often not understood by a bot. This means that chatbots typically cannot be used for channels that are public and very personal, such as B. Facebook and Instagram.
Personalized to a limited extent only
Bots will not respond to your customers with personalization or emotions, which is a huge obstacle. Especially when they have problems with a product or a company, customers want their frustrations to be met with empathy. If a conversation doesn't follow a certain path, the bot will not have the ability to improvise and it will lack the human component, which can lead to a negative customer experience.
A smart chatbot can be expensive
While you might save on payroll, a complex, sophisticated chatbot can cost you a hefty chunk of money. Installation is different for each type of business, and low-cost options may seem tempting, but low-cost often means limited functionality. As a result, you will find that your costs may rise rapidly as you evolve your chatbot to meet the standard of service your customers are looking for.
Which channels can you use a chatbot on?
Most chatbots are operated directly on e-commerce websites, but in fact there are no limits to the communication methods of chatbots. You can use chatbots on the following communication channels:
- Your website (should also be compatible for mobile devices).
- Facebook: The chatbot uses Facebook Messenger to answer customer questions.
- SMS: The bot sends automated SMS.
- Slack, Kik, WeChat & WhatsApp: There are chatbots for all common chat apps.
- E-commerce platforms: Chatbots can be implemented as part of a holistic e-commerce solution with WooCommerce or Shopify.
How do various chatbot providers differ?
As already mentioned above, chatbots can be used for a wide variety of platforms, but there are also massive differences in communication types and pricing between the major providers such as IBM Watson, Ochatbot, Intercom, Chatfuel or Engati.
The communication type defines how the user interacts with the AI chatbot system. All systems have AI and / or logic chatbots, and some can switch to a person in a live chat. In addition to the classic chatbot, which can be contacted via a pop-up in the corner of a website, there are also voice-based AI chatbots with which you can speak directly. Most of these chatbots are linked to the Google Assistant or Amazon Alexa in order to benefit from the optimized speech recognition of these systems.
Some chatbots are free, others can cost € 1000 per month. The good thing is that there is an optimal chatbot solution for every budget. Here is a small overview of the different price structures and various chatbots:
- Free: About half of all chatbots offer a time-limited demo version. A few are even completely open source and rely on donations from their users.
- Monthly charges: The premium versions of most chatbots can be subscribed to on a monthly basis. There are usually different packages for this, which are based on the size of your company.
- Fixed price per message: IBM Watson offers a unique pricing structure. Here you can pay per message that the chatbot sends.
- Customized solutions: Some chatbot agencies do not publicly disclose their prices. On request, however, you will receive a non-binding cost estimate for your company.
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