Do you know chatbots? Like virtual assistants such as Siri, Cortana or Google Assistant, chatbots are tools with Artificial Intelligence for your customers. Contrary to what one might think, chatbots are not a recent invention, but have existed on the web for several years.
Today, they are increasingly present in our daily lives. The largest companies such as Cdiscount, Air France, Orange or Leroy Merlin all own their chatbot, often represented as an animated character or simply a dialog where customers and prospects can ask their questions.
Now chatbots can be used for different tasks such as facilitating a sale or making a payment, providing 24/7 customer service or increasing engagement on social networks. Chatbots are not reserved only for large companies. SMEs and SMEs have a great interest in using these conversational robots, which have many benefits. Indeed, a study by Oracle indicates that 80% of companies are already using chatbots or plan to use them by 2020.
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Plan de l'article
- What is a chatbot?
- Chatbots in numbers
- The benefits of a chatbot for your SME
What is a chatbot?
A chatbot, also called a conversational agent, is a software that can interact with customers and prospects and simulate a conversation like a human being. This word is formed from “chat” which refers to an online chat and “bot” for robot.
The very first conversational agent, named ELIZA, was created in 1966 and imitates a psychotherapist. Subsequently, the first virtual assistants appeared in 2004, but because of various problems (limited answers, expensive software, etc.), success is not at the rendezvous. The craze for chatbots appears in April 2016, when Facebook announces that all companies with a Facebook page will be able to use a chatbot on the Messenger platform
Two types of chatbot are mainly distinguished:
- Scheduled chatbots : These virtual assistants are programmed to give a specific answer to a specific question. They usually understand what they are asked and respond according to a pre-programmed script.
- Learner chatbots or learning bots : it is an artificial intelligence capable of learning and thus improving its responses as you go. This type of chatbot can also remember a customer and their preferences.
The goal of chatbots is to improve the user experience by helping them solve a problem, ordering a product or directing them to the appropriate service. unique personality or surprising humor, you can customize your chatbot as you like so that it best represents your company. Finally, know that a chatbot is an affordable investment. Facebook Messenger offers chatbots, which is a great way to engage your customers more, increase traffic to your website, and increase sales.
Chatbots in numbers
The chatbot industry is booming. Here are some interesting statistics on the topic.
- 57% of consumers appreciate chatbots for their instantaneity. (HubSpot, 2017)
- 48% of consumers prefer a chatbot that solves problems rather than a chatbot with a personality. (Business Insider, 2017)
- 40% of consumers make fun of whether it is a chatbot or a human being who helps them, as long as they receive the help they need. (HubSpot, 2017)
- 95% of consumers believe that customer service is going to be the main beneficiary of chatbots. (Mindbrowser, 2017)
- 28% of the top performing companies use artificial intelligence for their marketing. (Adobe, 2018)
- 34% of executives say that the time freed through the use of chatbots allows them to focus more on more complex and creative tasks. (PwC, 2017)
- Between 2016 and 2021, the use of chatbots in marketing is expected to increase by 35.2% . (Marketsandmarkets, 2017)
- 43% of adult Americans say they prefer to deal with a real assistant rather than with a virtual assistant. (SurveyMonkey Audience, 2018).
The benefits of a chatbot for your SME
Customer interactions, task automation, relaunching… One of the benefits of the chatbot is that it allows you to do more than a simple email or a marketing automation tool. Often used for customer service, the benefits of implementing such a tool are numerous for SMEs and SMEs. Here are 8.
1. It allows to automate customer service
Chatbots are mainly used to answer user questions or help them find specific information. If the customer is facing a more complex problem that cannot be solved by the chatbot, the chatbot will then direct it to the appropriate service.
Chatbots can also be used to welcome customers and, through a series of questions, they direct them either to the information available online (FAQ) or immediately to the appropriate service that can process their request.
In this way, chatbots take care of secondary tasks and allow your employees to have more time available to work on more creative or value-added tasks.
2. It offers a 24/7 response
Customers who ask their question via live chat are waiting for an immediate answer. This is what a chatbot offers. No queue and instant response day or night. In this way, you meet the expectations of your customers as soon as possible. What to leave a good impression!
3. It boosts sales
Your customers can order your products directly via your chatbot. They no longer need to call you or search for a long time on your website. They just have to ask what they want and the chatbot will find it for them. Thus, the sales process is simplified and faster and the customer experience is greatly improved.
In addition, the chatbot can also suggest other products that may be of interest to your customers or prospects and thus generate an additional sale that otherwise would not have occurred.
4. It can influence purchasing decisions
You can turn your chatbot into a personal assistant. He then interacts with the future customer and asks them questions in order to target their preferences, to offer personalized advice and to offer them products that may please him. Thus, each of your customers has their own shopping assistant, without it costs you more time and money.
5. He takes care of the payment
Now chatbots can directly integrate the majority of existing payment solutions. This helps to facilitate the sales process and make it faster. Most importantly, the customer stays on your page and he is not returned to another site to pay for his purchase.
6. It helps you get to know your customers
The chatbot will allow you to collect different information about your current and potential customers. This will allow you to know your customer base better and will be able to communicate in a more personal and relevant way, offer personalized offers, and better target your marketing campaigns to make a real impact.
7. Increases Customer Engagement
How? Thanks to the above mentioned elements: the chatbot helps you improve your knowledge of customers, it allows you to offer them a suitable journey, provide them with a personalized offer and efficient customer service. Thus, you maximize the customer experience with your brand and build on its satisfaction. A satisfied customer will engage more easily with your business.
8. He’s never stressed
Customer service is not an easy job. Responding to Consumers dissatisfied, angry, or even downright angry for days can be psychologically challenging. Stressed employees will be less performing and this can have an impact on your customer satisfaction and your company’s reputation.
Unlike a human being, a robot has no emotions. He is indifferent to pressure, does not feel stress, will not feel overwhelmed and will never burn out. It always offers a constant, polite and simple response to customers, regardless of demand.
Properly programmed and effectively integrated into the customer journey, using a chatbot can benefit your business as well as your customers. Responsive, the chatbot provides immediate response and 24-hour service, freeing up time so your teams can focus on tasks that deliver greater value. Do not hesitate more: start by getting started with a basic robot, then develop its skills. The possibilities are endless!