The term Chatbots is relatively new in the African business hemisphere leading to some confusion as to what it means. A chatbot is a marketing tool that imitates human interaction to assist brands in improving their promotional campaigns and engaging with customers all day long. To receive and respond to messages, Chatbots use platforms such as SMS, social media, and website pop-ups.
Research has discovered that 69% of customers favour talking to a chatbot over a real person, primarily because of speed and efficiency. A 2018 survey by Drift found that 37% of consumers expected to use a chatbot to get quick answers to emergency queries, while 35% expected to use one to resolve a complaint or provide a detailed explanation about something.
From this, we can infer that customers may even be disappointed if chatbots aren’t used in these situations. Whatever industry a company is in, adding chatbots to its customer engagement strategy can be incredibly beneficial.
Chatbot marketing examples
Chatbots to answer FAQs
A chatbot can be easily added to your website. Typically, a customer who visits your website is seeking a simple solution to a short question.
Additionally, if a potential consumer is just interested in your business and a service worker starts talking to them abruptly, they can run away in fear. Visitors won’t feel pressured into doing business with you while using chatbots because they are much less intimidating.
Questions and the relevant answers to them can be programmed into chatbots. In this manner, a customer’s inquiry is quickly answered after they choose the question they wish to ask.
For many people, interacting with your website will be their first point of contact with your business. Their experience there could make or break your relationship.
Chatbots for taking surveys
Surveys are incredibly helpful for businesses in developing their marketing strategies. However, getting customers to participate isn’t always simple. By enabling people to submit surveys using an automated chatbot, which requires less time and effort, the process is made simpler.
Sending the survey to both consumers who ultimately decided to do business with you and those who ultimately decided not to, allows you to identify your weak points and potential marketing areas.
Chatbots for customer service
Using a chatbot for customer service can simplify the process for your business and customer. Beginning the interaction with a chatbot makes the inquiry flow more smoothly because you can pass them to a suitable team member who can deal with their issue.
Using chatbots for customer service ensures the customer will not be passed around multiple agents. It eliminates customers repeating themselves until they find the relevant help.
Starting the conversation in a messenger chat also gives the customer the security of having their discussion permanently on record.
Benefits of using chatbots
1. Save Time & Money
Businesses can save time and money by automating conversations that would otherwise require staff to respond, which can then be used for other projects.
Your customer service representatives can reallocate their time to actively seek out relevant tasks that can fuel business growth rather than spending all of their time responding to incoming enquiries. As the volume of your incoming messages rises, you will save more time.
2. Generate Leads & Revenue.
Chatbots use direct messages to gather information necessary to provide effective support. For example, asking users why they’re visiting your page is one question that is likely asked in every engagement.
Automating this initial interaction allows users to share the information needed for the bot to better serve them without requiring a human to ask for it.
3. Provide 24/7 Support.
The Drift data showed us that giving prompt answers in an emergency is the most common use of chatbots. However, businesses that don’t offer 24-hour assistance won’t respond if you contact them after business hours.
Customers can still obtain the information they require even if your firm is closed by deploying a smart chatbot.
This is crucial because consumers need a more rapid reaction than what brands can promise. Chatbots help you significantly decrease the average time to respond, bringing you closer to your customers’ expectations.
It’s apparent that chatbots not only make marketing easier for businesses but make the customer service experience simpler and more convenient for consumers.
At Chatbots Africa, we believe in helping businesses thrive by enabling you to automate their business processes with our Chatbots. Create and deploy a smart virtual assistant that supports your customer service, improves your customer’s journey and increases sales by bringing a new level of automation, speed, and availability. Book a meeting with us today.