It’s become a necessity for businesses to stand out, in order to capture your attention on the internet. We are living in a digital world and everything is moving towards digitisation. Now, businesses can even interact with their customers using live chat BOTS. A virtual assistant or a BOT is a software that helps users to perform various tasks by following rules in artificial intelligence (AI). With the help of advanced AI and natural language processing, these virtual assistants understand user queries and respond appropriately. Here’s why you should consider using live chat BOTS as an extension of your business: –
1. Increase Customer Engagement
Engaging with the customers is one of the top benefits of live chat BOTS. Customers want to experience personalised, hands-on support and are willing to pay a premium for that. With the help of chatbots, you can easily engage and interact with your customers in real time, even while you are on vacation. You can engage and interact with your customers anytime, anywhere without having to incur any additional costs. With increased customer engagement, you can improve your conversion rates and can achieve higher sales. With the help of smart algorithms, these BOTs can identify customers’ queries, suggest products and services, and guide them through the buying journey.
Keeping your customers engaged can help you solve issues quickly, build trust, and increase sales. If potential customers have questions about your products and services, live chat BOTS can answer them without being too salesy. This can help you avoid losing sales because people didn’t have the information they needed to make a purchase. Additionally, this shows that your company is serious about customer service, which can lead to greater brand loyalty.
2. Improve Lead Generation Metrics
Boosting lead generation metrics is another top benefit of live chat BOTS. Live chat BOTS can help you generate more leads by increasing the number of people completing a sales or a lead form. These BOTs are programmed to understand the buying behaviour of the customers and can guide them through the buying journey. If you are using a website, you might have seen that some websites require you to fill a lead form before you can view their products or services.
This lead form is used to collect customer information such as name, email ID, phone number, address, and other information. With the help of live chat BOTS, you can boost your lead generation metrics and can increase the number of people completing your lead form. Businesses that want to increase their lead generation metrics can benefit from the lead capture feature that many BOTs provide. This feature allows you to prompt visitors with a question that prompts them to provide their email address.
The BOT can then send the person a confirmation email, along with a link to the product or service they were interested in. This can help you generate more passive leads without requiring additional time from your sales team.
3. Reduce Customer Service Costs
Another top benefit of live chat BOTS is that it can help you reduce customer service costs. To provide personalised and enhanced customer experience, many businesses employ human agents for customer support. Human customer support can cost businesses between $10 and $100 per hour depending on the location, nature of business etc.
Customers expect immediate responses to their queries and are willing to pay a premium for prompt and efficient customer service. If the business does not have enough human agents to deal with the customer queries, it can result in long wait times and can create a negative impact on the customer experience. With the help of live chat BOTS, you can respond to customer queries instantly with pre-written responses.
And when you are busy with other tasks, BOTs can help you respond to customer queries instantly and quickly. BOTs can work efficiently, even at 2-3 times the speed of customer support agents. This can help you reduce your customer service costs and can make customer support more efficient.
4. Monitor Consumer Data to Gain Insights
Capturing customer data to gain insights is another top benefit of live chat BOTS. With the help of customer data, you can devise a personalised customer experience, understand customer behaviour, and can target potential customers. You can track customer activities such as the number of visits to your website, the time spent on the website, the pages viewed etc.
With the help of live chat BOTS, you can prompt customers to provide their information such as name, email ID, and phone number and can help customers navigate through the website. This can help you monitor your customers’ behaviour, understand their needs and can prompt them with services and products that they might be interested in.
5. Devise a Conversational Marketing Strategy
Conversational marketing is another top benefit of live chat BOTS. People are communicating and interacting with brands more than ever before. With the help of BOTs, you can interact with your customers and can devise a conversational marketing strategy. With the help of AI, BOTs can comprehend the sentiment of the customer’s queries and can respond accordingly. With the help of artificial intelligence and NLP (Natural language processing), BOTs can understand the customer queries and can respond appropriately. You can engage with your customers and can create a personalised customer experience.
6. Balance AI Automation with Human Touch
Another top benefit of live chat BOTS is balancing AI automation with human touch. When it comes to balancing AI automation with human touch, BOTs act as a virtual assistant for your customers. BOTs can perform and complete simple tasks such as providing information, guiding customers through the buying journey, and scheduling appointments.
BOTs can’t perform complicated tasks and can’t have a natural conversation with customers. When customers engage with BOTs, they expect a prompt response. If BOTs fail to respond to customers’ queries, it can create a negative impact on customer experience. For example, if customers are interested in booking a hotel room and they want to know the availability of the room, they can chat with the BOT and can ask the BOT to book the room.
If the BOT is programmed to only accept booking requests and not to respond to other queries, the BOT can fail to respond to the customer. BOTs are programmed to complete a particular task and are unable to respond to queries outside their skill set.
7. Meet & Exceed Customer Expectations
Achieving customer expectations is another top benefit of live chat BOTS. Businesses can meet and exceed the customer expectations if they use BOTs for customer support. Customer expectations can vary from person to person, for example, some customers are willing to wait for 15 seconds for a response from a BOT whereas some customers expect a response from BOT in less than 5 seconds.
Meeting customer expectations helps you retain your customers and increase brand loyalty. If your customers expect a response within a few seconds and your BOT takes 15 seconds to respond to their queries, they might lose interest and might stop using your services. If you want to meet and exceed customer expectations, you can employ BOTs for customer support and can respond to simple queries within a short span of time.
8. Achieve Scalability of Support
Another top benefit of live chat BOTS is achieving scalability of support. BOTs can help achieve scalability of support and can respond to customer queries. If your business is experiencing a sudden increase in traffic and customer queries, BOTs can help achieve scalability of support. BOTs can respond to simple customer queries such as product information, address, and contact details.
If your business is experiencing a sudden increase in traffic and customer queries, you can upgrade your BOTs to respond to simple queries. With the help of BOTs, you can respond to customer queries instantly and can help achieve scalability of support. BOTs can respond to customer queries automatically, with pre-written responses. We can use BOTs to respond to the most common customer queries, which can help you achieve scalability of support.
9. Streamline Your Customer Onboarding Process
Another top benefit of live chat BOTS is streamlining your customer onboarding process. BOTs can help you streamline your customer onboarding process and can help you collect customer information. BOTs can prompt your customers to provide their details and can help you collect customer information such as name, email ID, and phone number.
BOTs can help you collect customer information such as name, email ID, and phone number. This information can help you communicate with customers instantly and can help you in building
10. Make the Customer Journey Smoother
It’s not just about making the experience better for your customers; it’s about making them happy. If customers are happy, they will come back to your site again and again. You can also prompt them to make purchases that they might not have considered before. You can make your customers’ experience smoother by using live chat BOTS. It will increase the chances of your customers returning to your website.
11. Provide Customer Service After Hours
There are several advantages to providing customer service after hours using a live chat bot. Firstly, customers can get their queries resolved at any time, even when the business is closed, which can lead to increased customer satisfaction and loyalty.
Secondly, live chat bots are cost-effective and can handle multiple queries simultaneously, making it more efficient than traditional phone support. Additionally, chatbots can provide personalized responses by analysing previous conversations with customers, improving the overall customer experience.
Finally, live chat bots can also help businesses generate leads and provide support to customers in different time zones or geographic locations.