Posted by Marketing & PR on 18 Dec 2019
In today’s modern and fast-paced world, we have seen a huge increase in the use of Chatbots. More than 57% of consumers in the UK know what a Chatbot is and 48% of consumers would rather communicate with a company via live chat than any other means of contact according to HubSpot.
For those who are unfamiliar with Chatbots, a Chatbot is a computer program that uses artificial intelligence (AI) to simulate and process human conversation, allowing humans to interact with digital devices as if they were communicating with a real person.
“According to Gartner Research, by 2020 customers will manage 85% of their relationships without talking to a human.”
It is anticipated that by next year around 80% of all businesses will be using a Chatbot, but what benefits do they bring and isn’t it better to just manage conversations yourself?
Managing every relationship or interaction with your customer’s is time-consuming and can be done more efficiently for both you and your customers with the use of a Chatbot. Let’s take a look at the 5 reasons why every business needs a Chatbot.
Always Open for Business
It would be impossible for your customers to be able to speak to someone in your company 24 hours a day, 7 days a week and 365 days a year. But with a Chatbot your business is available to customers all the time.
While not all queries can be answered directly via a Chatbot they are a great way to answers some basic queries such as opening times, how they can make bookings or where they can find you. Anything that can’t be answered via the Chatbot can be picked up by a human on the next working day.
If customers feel they can always communicate with your business and receive quick and accurate answers to the questions they ask they will put more trust in your business.
For example, if a customer was to ring to ask about opening times and the phone went unanswered they would likely not bother to ring back and instead look for an alternative. However, with a Chatbot they could have the answer to their question in a matter of minutes.
Connect with Customers
Using Chatbots that can be integrated with a Messenger service such as WhatsApp or Facebook Messenger can help you connect with your customers and send them marketing materials that drive repeat business, such a special discount code or free delivery.
It is estimated that around 84% of Messenger bot messages are opened by recipients, compared to just 34% for marketing emails - although email marketing definitely still has a place in your overall marketing strategy.
Chatbots are not just for chatting or answering basic questions about your business, they can also complete complex functionality like take bookings or act as a price calculator. They can also provide your customers with useful information such as downloadable files or a link to your location on Google Maps.
You may be thinking, but I can do this myself and while that is true it will take you a lot longer to manually contact your customers with this information, whereas a Chatbot can do it almost instantly. It’s the speed at which a Chatbot can reply that helps build customer relationships and drive sales.
Businesses that have implemented a Chatbot have found that it has helped them reduce their operational costs as less staff are required to manage customer contact. It has been reported that on average Chatbots can cut operational costs by up to 30%.
This is a huge saving and could be reinvested in other areas of the business to help drive and expand the business or develop new products or service offerings.
If you would like to see how SharpSpring can help you optimise your processes and help you make the most of your marketing and AI technology, request your free demo.
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