Chatbots have taken the world of business by storm, and though they seem to be just a buzzword and the latest gimmick, the truth is that they’re here to stay.
These intelligent algorithms can help you across different business processes and change the way you attract, engage, communicate with, and sell to your prospects. But that’s not all, as they have an indispensable element of employee screening and recruitment.
However, it’s worth noting that AI chatbots aren’t your regular smart algorithms capable of uttering only some predefined, scripted phrases and sentences. Thanks to natural language processing, they can produce more complex and tailored responses to queries and engage in conversations with customers.
Here’s how they can help you make your business thrive.
1. They Can Help You Generate More Leads
And not just any leads, but high-quality leads that have the likelihood of becoming your customers.
As chatbots can be used for an omnichannel approach, meaning that you can implement them on your website and Facebook, they have huge potential when it comes to engaging visitors. Through highly personalized messaging, tailored product recommendations, and guidance, they can encourage potential customers to make a purchasing decision.
When a lead lands on your website or social media channel, a chatbot can answer all their questions about a product or service in a timely manner, speed up the lead qualification process, and transfer them to the sales team.
2. They Offer Superb Customer Support
According to stats, customer experience drives 60% of customer loyalty, thus outperforming brand and price combined.
With the help of conversational AI chatbots, you can delight your customers by providing exceptional, 24/7 customer support, answers to their queries, and solutions to their product or service-related issues. The thing is that human support reps can handle only one customer at a time, which means that they usually have to put several of them on hold.
Similarly, customers don’t always have questions and issues during office hours, and they come from different time zones, which means that they have to wait for a couple of hours or even days before they get an answer.
But, chatbots can go well beyond answering some commonly asked questions – the AI component enables them to collect, process, and analyze customer information, thus learning more about every customer in the process. As a result, these intelligent programs can further personalize the next interactions.
3. They Can Reduce Costs
The previous paragraph discusses the advantages your customers can have, but you can also benefit by cutting down on operational costs.
By implementing a conversational AI chatbot capable of handling multiple customers simultaneously and at any time, you won’t have to hire additional customer support reps to be available around the clock.
This way, your customer support team will be able to focus on high-value tasks and complex queries that require critical thinking.
4. They Make the Customer Journey Smooth
AI chatbots can eliminate any friction from the customer journey.
After engaging and nurturing your prospects, it’s time to get them to pull out their credit card and make a purchase. Unfortunately, that’s when another obstacle can emerge and prevent this from happening.
Filling out the form is a critical moment in the customer journey, and it’s the moment when your customer decides whether they will actually make a purchase or abandon their shopping cart.
Long and complex forms can be a roadblock as they can get your potential customers to leave without completing a purchase.
That’s where AI chatbots can come in and save the day. They can assist your customers throughout the purchasing process and help them during the checkout by collecting the necessary information in a much more customer-friendly way.
Besides, chatbots that pop up on different product pages and offer additional information, personalized recommendations, and discount codes can significantly speed up the entire process.
5. They Can Reduce Churn Rates
The fact that a customer has finally purchased your product or service doesn’t mean that your work is done.
They still need your help when it comes to learning the ropes and making the most of the item they’ve bought. If they don’t know how to properly use and get value from it, they will churn. For example, 25% of mobile apps downloaded in 2019 were accessed just once after the installation.
If you want to avoid such a scenario, you should implement retention chatbots that will onboard your new customers, show them how to use your product or service in their own time and at their own pace. Instead of scheduling a call with your customer success rep, they can simply use a chatbot and go through the onboarding process whenever they want.
This kind of flexibility will encourage your customers to start using your product or service and prevent churn.
AI chatbots can help you streamline your entire customer journey and build loyalty with your customers. Besides that, they’re cost-effective, easily implemented, and can do wonders for superb customer experience.