satyamkapoor

I work at ValueFirst Digital Media Private Ltd. I am a Product Marketer in the Surbo Team. Surbo is Chatbot Generator Platform owned by Value First. ...

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I work at ValueFirst Digital Media Private Ltd. I am a Product Marketer in the Surbo Team. Surbo is Chatbot Generator Platform owned by Value First.

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7 signs your business needs a chatbot

By satyamkapoor |Email | Jan 25, 2018 | 9684 Views

Chatbots are the top buzzword these days. From being a mere figment of imagination at best shown in movies, they have become a reality today. With IT giants like Facebook & others opening up to them & allowing their platforms to support their deployment, they are quickly becoming integrated into our day to day lives. Businesses across the globe are looking at chatbots as a new way of interaction with customers. Although there are many advocates for chatbots, there are some people who are still unsure about their potential. This article aims to highlight the pain points of businesses that chatbots are capable of solving. As the title suggests, there are certain signs which tell that a business is in need of adopting chatbots. Here are some of them:

- You are struggling with providing your customers 24/7 customer service

If you are a firm that wishes to provide 24/7 support to your customers but are unable to for various reasons (cost being number one of them), chatbots can really make a difference & help you resolve the issue. Unlike humans, which have limitations in terms of the time they can provide, chatbots can remain up & running 24/7 throughout the year. The will ensure that your customers get answers to their queries & have someone to interact with even at odd hours of the day.

- You are looking for new innovative ways to reach out to customers and catch their attention.

Research suggests that people are spending most of their time today on a limited number of apps. Moreover, out of these limited apps also, most of the time is spent on messaging platforms. Clearly, trying to roll out an app for your business or launch a new website is not going to help you much in connecting with customers. You need to be on the platforms where they spend most of their time & engage them there. Chatbots can be easily deployed on the leading messaging platforms & customers can instantly message them to start a conversation.

- People land on your website but you don't get enough leads.

If you feel that your website gets a good amount of traffic but not many people end up sharing their information or providing you leads then chatbots can help you turn around the situation. Research suggests that people specially millennials prefer interacting with bots & are more likely to share their details if they are in conversation with a bot. All you need to do is, deploy a chatbot on your website, that sits there all day to welcome customers & strikes a conversation with them. This way you will generate more leads & even improve your brand image. 

- You are an e-commerce platform struggling with cart abandonment.

E-commerce players struggle with this huge issue of cart abandonment. A customer may be ready to make the purchase & fill in his credit card details but right then something interrupts him and he abandons the purchase mid-way. Chatbots can play a role here by reminding the customer gently in an interactive manner about the item he was going to purchase & even suggest other similar items that could interest the customer. Chatbots can be integrated with Shopping Cart of an e-commerce website & improve the conversion rate.

- You want to improve your feedback quality & conversion of this process.

Customers hate the thought of filling up feedback surveys & the very sight of more than 5 questions is enough for them to close the window. This phenomenon is called Survey Fatigue. Chatbots can improve your feedback process, by taking the feedback from the customer in an interactive manner. It will present the questions to the customer one after another & prevent the customer from being overwhelmed. The result is higher conversion rates in the feedback process & improved quality of the results.

- You want to serve better to millennials

An interesting research by Aspect, a customer services company, suggests that around 69% of millennials prefer solving customer contact issues themselves. They want self-service solutions where they can resolve their issues instantly without having to talk to anyone in customer service. Clearly, if you millennials form a sizable portion of your target audience, you would greatly benefit from automating a part your customer support & deploying chatbots.

- You want to improve your customer engagement.

If you are an organization that is finding it difficult to enagage customers, chatbots can be the way forward for you. You can provide a more personalized experience to the customer & have meaningful conversations with them using a chatbot. The traditional run of the mill marketing tactics are losing their affect. You need to engage your customers wherever possible & build a deeper rapport with them.

- You are looking to build efficiency into your organization.

Businesses across the world are looking for ways to make their organizations a more efficient place to work in. If you too are one of them, chatbots can help you automate tedious & boring work in your office and free up the time of your employees for more creative work. A Human Resource Bot can engage with the employees on a constant basis, handle their leaves, attendance, queries etc. A bot can be deployed on platforms like Slack, where your teams interact & manage their projects. The bot can streamline the conversations between various stakeholders & help keep things organized. A chatbot could be deployed on the Intranet of your business where it could assist your employees in their interaction with the portal. There are many such more use cases for bots that can play different roles in organizations & build efficiency.

These are some of the telling signs of a business in need of a chatbot. With time as chatbots evolve & are capable of handling more complex tasks, this list would grow. For now, if any of the above mentioned points resonates with you, do explore the world of chatbots.

Source: LinkedIn, Hubspot