Research shows that one of the biggest problems faced by businesses today is uncertainty. Uncertainty is especially prevalent around new technology software – out of the countless options available, which ones do you really need?
A lot of business owners are still uncertain about chatbots. Certainly, they have limitations. But when done right, chatbots can be a critical part of your customer support structure and help you stay ahead of the curve in comparison with your competitors.
Three Types of Chatbots
Rule-based Chatbots or Intellectually Independent Chatbots is the first common type. The pre-defined options are very limited. It’s this kind of chatbot that customers complain about the most.
Intellectually Independent Chatbots are better. They use advanced machine learning algorithms (ML). They can train themselves over time to respond to more and more questions.
AI-powered Chatbots are the premium choice because they are a combination of the first two. They use artificial intelligence (AI), ML and natural language processing (NLP) to remember things like conversational contexts and user preferences.
So, it seems clear that if you’re going to use a Chatbot, the AI version is the way to go because they get ‘smarter’ over time in a way the others can’t. So far, so good. But what about the benefits of using them?
Let’s look at how AI Chatbots can help you to build your competitive advantage and defend your market position.
Benefits of Using AI Chatbots
- Seamless and Live Communication
In this day and age, everyone who is online and has a question is looking for an immediate answer. So, if a customer or potential customer has a question or a problem, they’re not prepared to wait around for a solution. Having an AI Chatbot solves this problem.
- 24/7 Customer Service
Not only can your customers get an immediate answer, they can get one 24/7. A lot of people want help with something outside of normal business hours. Your support team personnel need sleep. AI Chatbots don’t.
- Omnichannel Approach
The great thing about AI Chatbots is that you can interact with consumers and resolve their issues on the platform of their choosing. You don’t need to rely on just one channel – SMS, email, website, a specific social media platform. You’ll have an omnichannel approach, reaching consumers wherever they are active.
- Reduce Costs
When you use an AI Chatbot, Chatbot Magazine states that you can reduce your customer support costs by up to 30%. Naturally, Chatbots can’t replace humans completely, but they can respond effectively to basic queries. This means your employees only need to handle complex issues.
- Boost Lead Generation
Chatbots can collect information from customers like their contact details and what their buying habits are. Bots can also qualify leads by directing them to a particular department or by booking them an appointment.
- Informs Your Marketing
When you collect data, you can access this information by integrating your chatbot with your CRM. This data can help you to personalise product pages. Because you better understand customer needs and preferences, you can build a higher level of trust and loyalty.
Best Practices
No matter how many benefits your AI Chatbot creates for you, there will always be a portion of the public that don’t like them. They don’t like the world being automated because that takes away jobs. Or they have had a bad experience with a Rule-based or Intellectually Independent Chatbot.
- Creating a chatbot personality
Give your AI chatbot a likeable name, icon and personality. If it has a voice, make it friendly. By humanising your chatbot, your chatbot-shy customers will be pleasantly surprised and may even start to enjoy the experience when communicating.
- Welcoming messages
A lot of chatbots out there have bland, boring content. Give your AI chatbot some welcoming, compelling messaging that will make sceptics WANT to engage. Also, friendly equals transparent. Never try to trick people into thinking they’re talking with a human.
- Privacy is protected
Everyone who wants information on the internet wants to make sure that their privacy is protected. Never let your AI chatbot be too intrusive – it should communicate only when it is asked. And you must include messaging about all data being safeguarded and protected.
- Know when to bring in a human
There will always be a certain number of situations where a chatbot can’t provide an answer. And rather than go through an endless loop of responses that are ineffective, the best kind of AI chatbot will refer a customer to a human support person if required.
Chatbots Can Bring Companies and Consumers Together
The business world, as you know, is so competitive, often with many companies selling what you are. So, any way in which you can bring you and consumers closer together is a massive plus.
Companies that have adopted AI chatbots have already proven that they can do this – that they can serve their customers more efficiently and effectively. And as AI chatbot potential seems to be limitless, the benefits of having this incredible asset will only continue to increase.
Chatbots Can Bring Companies and Consumers Together
The business world, as you know, is so competitive, often with many companies selling what you are. So, any way in which you can bring you and consumers closer together is a massive plus.
Companies that have adopted AI chatbots have already proven that they can do this – that they can serve their customers more efficiently and effectively. And as AI chatbot potential seems to be limitless, the benefits of having this incredible asset will only continue to increase.
