What’s all the fuzz about Chatbots to grow my business in 2018?
6 Tips to leverage a Chatbot strategy to grow your business in 2018?
Chatbots are leading the way as a new and disruptive method to connect and earn trust with today’s cyberspace savvy consumers. Chatbots and their platforms or technologies are an ever evolving fusion of AI (artificial intelligence) and conversational marketing, this is where the human element is still an important factor in using Chatbot technologies.
As a marketing professional or business owner, you may be asking yourself, what is conversational marketing? Is it the new shiny buzzword in digital marketing, a marketing fad of 2018? Well not according to a recent article featured on CMO, Chief Marketing Officer, magazine. It is expected to be the next transformative evolution in marketing by the year 2025.
This is what Forrester VP and principal analyst James McQuivey had to say at a recent conference in New York. “It’s about the way the entire [technology] stack is enhancing something that we are born capable of. … That thing is conversation,” McQuivey (photo) told attendees at last week’s Forrester 2018 Consumer Marketing Forum, in New York City.
Conversational Marketing Definition
Conversational marketing or conversation marketing is a feedback-oriented approach to marketing used by companies to drive engagement, develop customer loyalty, grow the customer base, and, ultimately, grow revenue. Conversational marketing is based on the common sense idea of listening to your customer and potential customer’s needs. Being willing to incorporate real time feedback into your marketing strategy and communicating with the customer on a one-to-one basis, can help to distinguish your company’s brand and also encourage potential customers to engage with your product or service.
Examples of Conversational Marketing
When people think about conversational marketing, they tend to focus on social media networks and automated chat tools. However, conversational marketing is not so limited. There are many examples of conversational marketing, some you may already be implementing and others that are worth considering.
Email Marketing: Email marketing, while not the most obvious example of conversational marketing, should not be overlooked. Simply bombarding your database with an email marketing campaign where you explain how great your product is or boast about new features would certainly not be considered conversational marketing. However, there are ways you can incorporate email into your conversational marketing strategy. For instance, you might email a segment of your database (opt-ins only) a survey asking them to identify their biggest business pain points or top priorities for the next year. This information can be used to inform your next marketing campaign.
Live Customer Support: You might think that customer support is a separate department to marketing, but in reality, all customer facing roles are essentially marketers and brand advocates for your company. If your customer support is less than satisfactory, your company is going to suffer. Being able to offer a high level of customer support is one of the most fundamental aspects of any conversational marketing strategy. Leading companies who really value their customers offer support across multiple channels with things like 24-hour helplines, designated twitter support accounts, and in-app chatbots or live help functionality.
Customer Loyalty Programs: By introducing programs that reward loyal customers or customers who renew their contract with your company, you can help to build your relationships with your customers. Using specific set up of questions in your Chatbot set up can help you to promote a loyalty program offer, such as a discount or link to landing page for a special offers page.
It’s 2018, if nothing changes in your marketing strategy, your results will stay the same. Nothing will change.
You need a new marketing tool if you want to grow your business because everybody’s doing the same things and you need to differentiate yourself.
The real questions are:
Should you pay attention?
Can a chatbot help your business grow in 2018?
Is chatbot a way to go? And if it is, why?
That’s what I’m going to answer in the following seven critical points.
At the end of this article, you will be 100% clear if it’s worth, to get a chatbot.
1. Almost everybody who uses messenger is willing to talk to a chatbot.
The TOP four messaging apps are bigger than the TOP four social networking sites.
It’s estimated that by 2019, more than 27% of the world population will be using such apps and chatting with chatbots.
“63% of people would start chatting with a chatbot to connect with a business or a brand.”
What’s the bottom line?
People want to reach out to businesses via chat. They prefer chat over any other messaging way.
2. Give people what they want. They’ll come to you!
Customers want recommendations from chatbots.
Sometimes people don’t know what they want to buy. They just go to your online store and get out because they haven’t decided what they want. And you lost them forever. Don’t let this happen!
A chatbot will find out exactly what people want by asking them a couple of quick questions. Then it will put all the products in front of their eyes.
And your conversions will go UP!
The bottom line?
Chatbots are needed by customers almost everywhere. Time is the most valued commodity for cyberspace savvy customers. Give customers self-help channels, but with Chatbots you can guide them through the sales funnel in a responsive and more personalized manner.
3. Are you selling to the millennials or verticals that are a complex sales cycle?
If yes, a chatbot is a must-have!
Millennials like to compare products and similarly B2B decision makers like to get all their answers on-demand during their evaluation phase of a service or product. Both groups prefer chatting over phone calls, not that they won’t call to get more specific questions in later phases of their buyer journey.
If millennials are a part of your target audience, your decision to get a chatbot will be very smart!
Chatbots also offer an opportunity to create an interactive Facebook campaign. Everybody’s doing static campaigns, be different. Make people play with your chatbot in your campaign.
Courtesy: Chatbot Survey 2017
The bottom line?
Add chatbots as a new marketing tool to your marketing strategy. All customers are looking for a personalized, conversational and real-time options during their online buying journeys. With your branded and ready-to-go Chatbots they’ll appreciate your help and become your customers.
4. A chatbot provides BETTER user experience than chatting with a human.
Surprised? If a chatbot is set up properly, it’s possible.
Because human-to-human exchanges are limited to text inputs. They’re often open-ended conversations, creating a less guided experience for the user.
On the other hand, chatbots respond immediately, and they can combine buttons and other visual cues along with supporting textual conversations to offer much richer interaction. A chatbot can also scale and apply its knowledge much faster and more consistently than a human.
Human agents need to be trained, they respond inconsistently and need to be motivated to care about the customer. Chatbots don’t.
By using chatbots, businesses can gain competitive advantage faster than their competitors doing human-only chat.
But don’t turn everything over to a chatbot.
“It’s the sweet combination of people and machine that offers the best opportunity for creating competitive advantage.”
The bottom line?
Don’t hire more people for support, put a Chatbot strategy in place. Your support folks can be cross trained to work on pre-sales and follow-up with online customers which interacted with the Chatbots. There are tools within the Chatbot technologies to send live sales teams hot customer inquires.
Instead of employing more people to handle repetitive tasks, get a chatbot solution. It’s a cost effective solution that will pay for itself.
Are chatbots the death of call centers? Not necessarily, they can enhance the call center customer service or support team experience.
5. A chatbot will scale up your operations.
Chatbots don’t have limitations.
While humans can handle 2–3 conversations at a time, chatbots can operate without a limit.
If your business receives a lot of inquiries, a chatbot can take the load off your customer support team.
Chatbots will qualify if a user needs to talk to a human and then redirect him to a human agent.
Business Survey on Chatbots?—?by Chatbot Survey 2017
The bottom line?
Chatbots can grow your business faster.
6. Every e-commerce business needs a chatbot. But why?
Shopping preferences online are constantly evolving. And your e-commerce business also needs to evolve too.
Because your business goal should be to increase more sales, not loose sales due to cart abandonment or high bounce rates off your product pages due to little or no real-time interaction with your online shoppers.
If people don’t like your online shopping brand experience, they will switch to another e-commerce site in a second.
Chatbots are revolutionizing the online shopping experience. How?
A chatbot can give people discount codes and coupons.
A chatbot can up-sell and cross-sell.
A chatbot will accelerate the buying process.
A chatbot will sell much more of your products.
A chatbot will handle 90% of the customer support!
Courtesy: Chatbot Survey 2017
The bottom line?
E-commerce businesses can profit from chatbots the most.
If you want to know learn more about how chatbot can help your e-commerce business make more money, set up a call with us to help you set up your Chatbot strategy.
So, what’s the bottom line of the whole article? What’s the answer to the big question?
I think you already know it, am I right?
If you want to grow your business in 2018, chatbot marketing is a way to go.
Because of a couple of final reasons:
a) You need to differentiate yourself to get a competitive advantage.
b) If you change nothing, nothing will change.
“A messenger chatbot is no longer IF, but WHEN.”
…and the sooner you take advantage, the more your business will grow.
So please, don’t miss out on this huge opportunity.
Do you want to take advantage?
YES! I WANT A MESSENGER CHATBOT.
Call us at 561-517-1819 or fill out form below with subject line CHATBOT HELP to get started.