Evolution of interaction with chatbots
Years ago it would have been impossible to imagine that a person could have a conversation with a computer, but now, we all know and have even interacted with the " chatbots .
Definition and operation of a chatbot
A chatbot is a program that uses AI intelligence to have conversations with humans. It has become a very useful tool , since users can ask questions and the chatbot admits the entry of text, audio or both.
Impact of chatbots on commercial strategies
For many companies, artificial intelligence and automation have become a fundamental tool in their sales strategies . Web technologies allow entrepreneurs to collect large amounts of data , both their current customers and their potential customers. Artificial intelligence also allows predicting possible client actions and thus guiding marketing professionals.
Use of data in sale and customer service
It is very common for companies to collect customer data through chatbots, and use this information to sell more effectively and better adapt to the needs demanded by their customers . Through customer service representatives and online sellers who communicate with customers through messages, and guide and help them in their purchase process. They can answer consumers' questions or doubts, collect data about them and even suggest products.
Various communication channels with chatbots
Chatbots are used through several channels . First, the LiveChat is used within the company's website or the "landing page " (either inside a Landbot or an emerging window). Secondly, they are used in instant messaging channels such as WhatsApp , Messenger or SMS. They are also used in cognitive voice portals , which function as chatbots and use spoken voice through the phone.
Recommendations for use and benefits
Both in Gowtech and the platform of collaborators specialized in Ecommerce AcceleraCommerce.es, we recommend the use of chatbots in the marketing and sales strategy of a company for a series of reasons. In the times that run instant messaging, it has become essential, and brands use these apps as a way to connect with their users in a simpler and more effective way . Since it allows connecting with several customers at the same time, so a faster and faster sales process is achieved. On the other hand, marketing automation has become an unavoidable element for business . If you want to know more about automation, read this interesting post: how to get clients with email marketing and automation .
Automation and self -service in customer service
Artificial intelligence allows to automate sales processes, generating attraction campaigns, monitoring of leads, post-sale services, etc. Finally, it is worth mentioning the growing tendency of self -service. Every time customers demand more this type of service. In 2020, users managed 85% of their interactions with companies without establishing any contact with humans. And most of the users, specifically the youngest, prefer to make their purchases and solve their problems independently and self -managed.
Competitive advantages of good customer service
In addition, accelerator ecommerce.es, mentions that using this type of tools in an ecommerce is very important to guarantee a good customer service. Recall that, when giving a good customer service, they will be more satisfied with the company, they will speak better of you to their acquaintances and will make your digital business have a good reputation.
Good customer service allows the company to highlight among its competitors, since customers are increasingly demanding a better service than a novel product. A chatbot guarantees rapid and, above all, personalized responses to customer needs.
Chatbots as an essential tool
The use of chatbots provides numerous advantages for companies : it helps to qualify the leads before they reach the sales department, offers faster and faster solutions to customers, allows customizing user experience to their profile and individual needs, enhances the engagement and loyalty of customers and profitable the company's operations, placing it at the forefront. In short, a chatbot is the key tool to offer a good customer service and improve your sales .
