By 2020, 80% of all businesses will be incorporating and providing chatbots to their website.
So what is a chatbot?
Think of a chatbot as your website’s secretary or personal assistant. They are positioned on your website to field, answer, and make record of questions from your customers, and provide quick and resourceful buying and transaction moves. They can also help guide returns and customer support questions for your users. But instead of a human sitting at a computer screen on the other end of the chat, a chatbot is an artificial intelligence agent.
Chatbots have been slowly taking over the “live chat” space for the past few years, but 2018 saw a chatbot influx pointing to their takeover and the uprise of AI.
What Are The Key Benefits Of Chatbots?
#1- 24/7 Customer Support
64% of Americans say 24-hour service is the best feature of chatbots. Unlike humans, they are always available. This means your site can have 24/7 customer service for many if not all of your customer’s needs even when you or your staff are not physically in the office/store/warehouse. A Chatbot’s perpetual availability makes them an invaluable part of your business’ staff.
#2- Easily Accepted and Used By All Age Groups
Chatbots are accessible for all generations. Millennials, GenZ, and Baby Boomers are equally engaged in using them for automated tasks while on their online and buying journey. Unlike some newer technologies that scare off older age group demographics, Chatbots sunk right in from users ranging from their teens to their seventies.
#3 Reliable & Efficient Customer Service
Impeccable Customer Service is a watermark of any profitable and striving online business. Users value a company’s ability and effectiveness to handle and solve their issues and problems in a quick and satisfactory way. Chatbots bring a high level of service since they are programmed to serve the user. There is no human error here. Just productive steps that lead to a happy customer.
#4 Save Your Company Money
Chatbots save money on many different levels. They can handle multiple customers at one time, unlike a human customer service rep. Using chatbots to automate your online tasks for users cuts back on hiring salaries, health-care benefits, workers comp and more. Implementation and proper execution of chatbots automations can cut your overhead cost. All while generating more leads and better reviews from users.
#5 Easily Integrated
Users have become set in their ways and are looking for you, the business owner, to do the work for them. 65% of smartphone users do not add any new mobile applications in a month’s time. This means users are content with their mobile setup and are not as inclined as they used to be to add a new application for a useful or automated solution. Integration of your own chatbot with highly used platforms that your target audience are visiting is a must.
Chatbots importance and beyond cannot be denied; they can track each and every single engagement they have, leaving you a record of incredibly useful analytics to learn more about your current customers and help engages with the customers you are missing out on.