The power of communication has changed a lot over the last decade. We have come a long way from picking up the phone to simply sending a message via a messaging app. Messaging is the way through which most people communicate today.
It is quite obvious that the average customer would want businesses to communicate with him/her using the same channel. But, many businesses are unable to do this. However, many of them still insist on using email or phone calls.
Businesses need to realize that they have reached an era of fast follow-ups and messaging is the only method that can meet the requirement. There is a system that can keep the customer engaged in real-time and provide more value than a traditional email or phone call. It is known as a Chatbot.
A chatbot is a service designed to simulate human conversations, generally over the Internet, using Artificial Intelligence (AI) and Machine Learning (ML). In other words, a chatbot is a service that can have a conversation with customer like a real person. And since it uses AI, the more conversations the chatbot engages in, the more intelligent it becomes.
i. Chatbots can take orders
Chatbots are AI-powered programs that are capable of more than transferring data. A popular fast food chain Taco Bell, proved this by developing a chatbot that could specifically take orders from customers, thereby automating the sales process.
The bot was called 'Tacobot' and it enabled users to place their orders online through messages sent via the Slack platform. The bot replaced human sales agents and proved to be far more efficient in carrying out its tasks.
ii. Chatbot can be influencers
Businesses are simply overwhelmed with the number of customers they have to deal with. Chatbots can serve as a unique solution to this problem. Some businesses are already using chatbots to influence buyer decisions.
A famous brand, H&M developed a bot that asked customers questions regarding their particular taste or preference. Based on the information acquired, the chatbot delivers options to the customer. Not only did the bot offer relevant suggestions, it even served as a 24x7 sales assistant.
iii. Chatbots enable real-time engagement
Chatbots can answer queries in real-time. They can handle a large number of queries from multiple customers. They can even be programmed and trained to understand FAQs or other key questions in order to provide the exact solutions to the problem arised.
Lastly, chatbots are powerful and efficient communication tool which ultimately empowers customers to solve their problems quickly and efficiently. Chatbots are a great back up for employees to handle repetitive tasks. They are cost-effective, easy to implement, maintain and use. In the long run, this will make the company appear more efficient, competitive as well as improve brand perception.