Bots are the next evolution of messaging interaction between customers and brands. Since chatbots have huge potentials of improving one-on-one conversations, most companies, nowadays, are focusing on building their own bots, with the help of their in-house teams. Some of the companies are also hiring firms which provide enterprise mobility outsourcing services, for their chatbot development.
The primary goal of using Artificial Intelligence-led chatbots is to enhance the quality of communication between businesses and customers. Therefore, while developing a bot, you must program it in a way which voices your company’s sentiments clearly. This will attract more people towards your brand. Moreover, you should also make sure that your development and marketing teams are on the same page. This will help your company develop a bot that rightly highlights your brand’s messages, which really resonates.
Add to this, your company should create a bot which initiates conversations with a welcoming message such as “Hi! How may I help you?” or “Hi! What can we help you find today?” This automatically connects the customer with the brand, and encourages him to write in his queries without hesitation. When the bot communicates with the customers in a personalised and informal tone, the customer loyalty automatically gets enhanced.
Apart from communicating with the customers in a friendly manner, bots are also capable of showing personalised ads to the customers during interaction. Suppose a bot asks the customer to hold for a moment before providing a solution, during that time, the customer data can be used to display personalised ads to him. This offers newer options and product suggestions to the customers. Not only does the bot successfully provide a gamut of products/services for the customer, it also enhances the engagement rates in the process.
Deepening the relationship between a company and its customers not only help in boosting brand awareness, it also creates a positive impact on business results. You can measure the conversion rates and sales, through analytics dashboard, built within the chat interface. This can help you gather number of sessions, session durations, lead generation stats, and so on. Based on such metrics, you can evaluate your bot’s performance, understand your audience’s preferences, and measure the success of your bot.
Also, depending on these metrics, you can enhance the bot and train it accordingly, for further success. Since chatbots play an integral role in analysing customer information and buying pattern, companies get a better idea about how to revamp their marketing strategies, through such information. This frees up the company from appointing separate business analysts. Simply by studying the metrics and insights, a marketing team can keep a track of the bot’s performance.
A good bot must offer optimised support to audiences, 24*7. An interactive bot, must also know how to strike a fun-filled conversation with humans by adding emojis, stickers and funny images. It should also know the ways to engage into a small talk with people.