Chatbots are little computer programs designed to engage in lifelike, real-time conversation with humans, typically on a company’s website or on social media platforms. If you spend any time shopping on the web, you’ve probably chatted with a bot, whether you knew you were or not.
With ongoing advancements in artificial intelligence (AI), the chatbots’ “people skills” are getting pretty impressive. That’s why more companies are starting to take advantage of them to beef up their “human” workforce without actually adding any humans. Businesses are getting a big boost in productivity by letting chatbots handle initial interactions with prospects and customers. In fact, according to a study by Oracle, 80% of marketing and sales leaders say their organizations already use chatbots or will by 2020, making a partnership with a full-service advertising agency more valuable.
As a digital marketing agency that helps companies grow sales by attracting more visitors to their website, we’re thrilled about the power of chatbots to enhance the customer experience. And, we see huge potential for human/AI interactions from our work with clients in providing voice engineering services.
In efforts to emphasize the increasing implementation of chatbots, here are a number of ways that chatbots are changing the marketing and sales landscape:
24/7/365 availability and prompt answers
Chatbots don’t sleep, don’t need breaks, and don’t take vacations. They are absolute workaholics and are available to answer questions around the clock. That’s a significant advantage in our ever-more-global economy and with people who have expectations of getting the information they need when they need it.
Proactive customer service
Even as a full-service advertising agency we recognize that interactions with human customer service agents are usually reactive; the website visitor asks a question and the staff member replies. Chatbots can be programmed to be proactive. They can offer help when they detect indicators that the visitor is confused or is interested in a particular product or service and ready to “talk” about it.
Freeing humans for other tasks
With chatbots handling initial inquiries, human workers can focus on higher-level tasks, and in the process grow their careers and contribute more to the company’s bottom line.
Chatbots answer questions accurately every time. Where a human worker might occasionally make a mistake in explaining a promotion, resolving a problem resolution, etc., your faithful chatbot will only share the information that you’ve carefully programmed into it!
Perfectly calm demeanor
Everyone knows that customer service can be a little… let’s say… challenging. But while humans might eventually lose their cool with a particularly grumpy prospect or customer, a chatbot never will.
Easier and more complete data collection
Nobody likes to be faced with a form of seemingly endless fields when they need to provide information. Chatbots can get the required data in a conversational manner that feels less like work for the site visitor. This includes reminders about missing information or explanations about what a particular piece of data is or why it’s needed.
Wondering how chatbots can figure into your marketing efforts, customer service plans, and help drive greater success? We’re a full-service advertising agency that loves to talk artificial intelligence! Contact our team today to learn more. (We promise you’ll reach us and not a chatbot!)