Over the last few years, we’ve seen an increase in the number of companies adopting chatbot technology on their websites, e-commerce platforms, and association self-service portals, and for good reason. Whether it's used for internal processes or customer service, chatbots have the ability to enhance the customer experience as they open up the conversation and increase touch points between businesses and consumers. Chatbots are widely used for e-commerce and customer service, but there are other ways you can implement them into your organization's strategy. Let’s take a look at the different ways businesses can leverage chatbots.
Your Personal Shopping Assistant
The majority of online retailers use chatbots as sales associates or customer service representatives to help customers find what they are looking for. This helps online retailers replicate the feel of being in a brick-and-mortar store by helping people find what they need and making product recommendations. Giving people that personalized one-on-one attention can help influence purchasing decisions and simplify the sales process.
Increase Online Engagement
Chatbots can help businesses provide users with highly relevant content based on their digital interactions. This allows chatbots to provide customized recommendations or content to users based on predictive analysis and behavior patterns. They can offer promotions or other tidbits without being disruptive to the sales process and engage customers by meeting their needs with relevant information.
Customer Service Support
Everyone knows customer service is very important in any experience and will influence your perception of a brand. A way you can control user perceptions online is by using a chatbot to serve as customer support to ensure that your visitors have a great experience.
Chatbots are available for questions at all times and make it easy for the customer to find the information they are looking for. For example, businesses that have ongoing support calls, like a phone carrier or cable provider, can leverage chatbots by having them resolve simple issues like making a payment or setting up billing. They can also help facilitate calls which can reduce wait times for customers and help the support team handle calls more efficiently.
Progressive profiling can provide very useful information your company can leverage to serve hyper-targeted content to users. One way to gather that first-party data is through the use of chatbots. Instead of asking people to fill out a survey or other form, you can collect that same data in a conversational setting. Because it’s happening in a natural manner, people won’t be as reluctant to share information and the information that is collected can be used to optimize your marketing efforts.
Chatbots can help your business in more than one way. By levering a chatbot as another “team member,” it can save your business money and give you more time to focus on more important tasks at hand. Chatbots provide businesses with the opportunity to enrich the online customer experience, which helps retain loyal customers. As chatbots continue to evolve, there are massive amounts of potential to transform various industries.
Does your business have a chatbot strategy? At New Target, we have an exceptional team of developers and marketers that can help you build a chatbot strategy that will engage customers and improve your website experience. If you’re curious to see how we can help, feel free to drop us a quick note on our website.
With offices in Washington, D.C. and Los Angeles, CA, New Target provides digital strategy, web design, web development, data integration, application hosting, and online marketing for prominent national associations, corporations, and government agencies.
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