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What Is a Chatbot?
Chatbots are programs designed to reply to messages and carry human-like conversations.
With the help of machine learning, chatbots can actually adjust their replies to fit different situations. Businesses use chatbots to improve their customer service and help customers solve common issues in a time-effective manner.
What is Conversational Marketing?
Conversational marketing refers to the use of chatbots, voice assistants, and more similar means of communication to provide a better customer experience, as well as increase engagement and conversions.
Nowadays, what consumers are looking for is to find the information they are interested in online fast and easy. So, the entire process needs to be simplified.
As a business, if you can’t provide such an experience for your customers, they might become frustrated and go to your competitors looking for better service.
The solution? Chatbots. They have what it takes to simplify customer interactions and improve the customer experience.
How? Well, by simply providing information your consumers actually want and need.
Here are the main benefits of conversational marketing:
- Create a more human buying experience
- Find out what your customers want
- Shorten your sales cycle
- Grow your sales pipeline
You don’t have to rely only on chatbots to interact with your customers. The content you provide on your communication channels is as important for the customer experience.
Optimize your social media content strategy by sharing posts on all your platforms from one user-friendly dashboard.
Social Media Chatbots
More and more marketers consider the use of chatbots on social media as a must-have rather than a nice to have. The efficiency of a social media chatbot is already proven by the simple yet essential fact that it generates a more personal engagement with users.
The good news: it’s not even all that difficult to create chatbot automation for social platforms such as Facebook or Twitter for example.
If you opt to use a smart chatbot to automate your customer service on social media platforms, you basically start gaining access to a bunch of new advantages for your brand.
The greatest benefit may actually be the fact that a chatbot will provide your customers with a smart assistant with the ability to communicate with them almost like a customer service agent would. It also gets to know your customers and finds out which of your products they are interested in.
A great thing about adopting chatbot use to your company’s benefit is the fact that there are several pre-developed chatbots (that can still provide you with advanced features such as artificial intelligence, and also the ability to integrate into multiple social network channels) that you can make use of at a monthly fee.
Although this type of technology can cost even thousands of dollars to thoroughly develop, pre-developed ones will only cost a fraction of the cost.
Top Benefits of Using Chatbots
If you are still unsure about whether you should implement chatbots into your social media strategy, let’s have a quick look at the main benefits they can bring to your business.
Chatbots can help you:
- Provide 24/7 service
- Deliver instant responses
- Time and cost-efficiency
- Guide users to the information they need
- Provide customers with a new and interactive way to engage with brands
- Increase sales
- Boost customer satisfaction
- Reduce human error
Why Should You Use Social Media Chatbots?
Here is why you should implement chatbots into your social media marketing strategy:
Because people have such a busy and fast-paced lifestyle, they are more and more interested in completing their shopping faster and easier.
In fact, people are now able to choose to speak directly into their mobile devices and order their favorite products or add products they consider buying to the shopping cart for later purchase. So, this is just something you as a brand need to keep up with.
Amazon Echo is a great example of this. Actually, research shows that 45% of all Amazon Echo users have used their mobile device to add an item to their shopping list at least once.
And with all the new Echo devices out there, things become even easier to bring the usefulness and functionality of Alexa in your home as well as in your car.
What more could you wish for, right?
Faster Access to Information
How many times have you found yourself in a situation where you were looking for a piece of specific information on a website, but the information was nowhere to be found?
We’ve all been there. But now such situations can easily be eliminated due to chatbots.
Now you can use chatbot automation to easily search for any piece of information that may interest you on a brand and get it within a few seconds. Tempting, isn’t it?
Well, it kind of is. With this in mind, I think it’s safe to say that we are at the beginning of a chatbot invasion in e-commerce. After all, chatbots offer enormous potential for e-commerce from product fulfillment, logistics, support, and customer retention.
24/7 Customer Service
Customers now expect 24/7 access to everything they are interested in online. This includes getting help from customer service reps with the ability to answer questions and resolve potential problems they might be facing during their online experience.
Why is it so important to meet your customers’ needs in such a way?
Because if users can’t find the product they are interested in or if they have unanswered questions or problems, they will simply abandon your website. Such abandonment will obviously affect your conversion rate — in the right context those customers might have actually purchased your products.
Machine learning helps chatbots interact with customers more naturally. Chatbots have the ability to actually remember those customers from their last visit. So, they’re the perfect marketing tools to increase customer satisfaction, boost conversions and generate leads, not to mention close sales.
Businesses will actually save money by incorporating chatbots into their marketing strategy because they won’t have to hire as many people in their customer service teams.
According to research, users seem to be more and more prepared and willing to make online purchases with the help of a bot. Therefore, implementing a chatbot will place your brand where your customers hang out (online, on their phones, and on social media).
Veto Pro Pac is an example of a company using an e-commerce chatbot to help them connect with its customers.
And here’s another example where a chatbot helps in connecting with customers easier and faster from Captain Notepad.
More Visitor Conversions
As you know, the main functionality of social media is to drive leads.
If that’s your goal as well, then chatbots are the way to go. In fact, according to research, the chatbot conversion rate turned out to be 266% higher than the average social ad.
Here’s what Sarah Gower, managing editor at Adidas London Newsroom, has to say about social media chatbots:
“One of the main appeals of a chatbot was that it allows for ongoing, deeper engagement with our consumers through regular one-to-one conversations.”
And, here’s another statement from Sarah Gower:
Image via MarketingWeek
How Do Chatbots Work with Different Social Media Channels?
Every social media network is different, from its different user base demographics, behavior, and purpose.
That is why your social media strategy and content should be customized to fit the requirements of each channel. The best news is that you can adjust your content for each platform faster and easier than ever with Permeateq.