Chatbots are receiving a lot of press these days, and with good reason. These automated assistants are available 24/7, and they cater perfectly to users who are abandoning phone lines to do research, shop, and interact with brands on mobile devices. According to research conducted for Facebook, 56 percent of customers prefer messaging customer service over picking up the phone, and businesses and customers exchange 2 billion messages per month. Businesses that can capitalize on these trends by implementing chatbots clearly stand to gain considerable advantages.
With benefits such as lead generation, a boost to conversions, cost savings in areas such as customer service, and engagement in channels that customers prefer, chatbots are a golden opportunity for businesses. Here’s how to use them to realize their full potential.
1. Give customers a personal contact
3. Offer customers constant communication.
4. Give your bot a personality.
Use chatbots to collect customer information and answer questions about shipping and order tracking. By handling these low-level communication tasks, bots decrease the volume of customer service requests that your human agents have to process. In addition, chatbots can act as digital shopping assistants for those shopping online. For instance, H&M’s online site features a bot that’s available to customers anytime; it assists them with their searches by presenting various outfits and making suggestions based on their personal style.
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