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.
Keeping Your Customers As Happy As Possible.
Everyone strives to keep their business as healthy and successful as possible. Providing unique and relevant products and services and then marketing those products and services correctly and at attractive price points, to the right people are all big parts of that equation, but the most important aspect of keeping your business running on all cylinders is as obvious as it’s often overlooked: keeping your customers as happy as possible.
It’s a lot better to keep the customers you have as happy as clams than to watch your company become a revolving door of customers. You want your customers to fall in love with you so they stick around, and it’s this process of building that loyalty that’s so crucial in today’s highly competitive business marketplace.
That’s why we’ve collected 10 of the best ways to make your customers absolutely fall in love with you for years to come!
1. Share Annual Customer Satisfaction Data
Any company worth their salt knows that it’s important to get a snapshot of their long-time clients at least once a year. Collecting customer satisfaction data is obviously important, but what’s not so clear is that you have to share this data so that these results can be discussed. This means more than just celebrating successes – you also have to analyse any customer service failures on your part in order to prevent the same mistakes in the future. Just because the feedback might be temporarily embarrassing doesn’t mean that it’s not incredibly useful for learning how to do better next time!
2. Keep Lines of Communication Open Monthly
Your customer database needs to feel like they’re being kept in the loop when it comes to how their product or service provider is doing. You can accomplish this by publishing relevant blog articles on a monthly basis, sharing them with your database as you do so. In addition to keeping these crucial lines of communication open with your customers, monthly blog posting can also help you push your search engine ranking just that big higher. This helps you get your key messages across to existing customers and new prospects all at the same time!
3. Live Chat Is a Necessity
People are over leaving phone messages and waiting for email responses. They’re especially over dealing with automated customer service solutions! Be sure that you enable and manage live chat on your website correctly. This helps you turn frustrated or upset customers into appreciative ones when you deal with their questions, comments, or issues right there on the spot in real-time. Even if you can’t resolve their issue right then and there, customers chatting with a real person remember that you’re willing to go the extra mile for them.
4. Use a Good CRM Platform
Customer relationship management (CRM) is the name of the game, and that’s why you need a good CRM platform to manage that customer relationship! You can’t be expected to keep track of all your sales leads, customers, and digital marketing all through a simple spreadsheet or two. Instead, an all-inclusive CRM platform can help you systematically manage all your customer touch-points in a way that you can see where you are at a single glance. Take our CRM for a free 15 day test drive.
5. Leverage and Evaluate your Digital Marketing Efforts
Before you go all-in when it comes to your digital marketing efforts, it’s important to make sure they’re actually cost-effective when it comes to generating real leads. Investigate the ROI on your Google, Facebook, and Instagram marketing performance. If you’re getting leads and sales from this activity, keep it up – if it’s underperforming, you may want to consider using those marketing funds differently.
6. Build Your Social Media Presence
Social media is huge, and it’s getting bigger each and every day. This isn’t going to change anytime soon. If you’re not publishing social media posts regularly, you’re leaving money on the table as well as letting your customers down. It only takes landing one lead to pay for your social media expenditures and then some – and not only that, your customer base will see your social media visibility as a positive!
7. Leverage Videoconferencing Methods Constantly
Meeting with customers is always important, but so valuing both your time and the time of your customers. Whenever possible, opt out of face-to-face meetings and instead use telephone or video conferencing as much as you like. This not only minimises travel time and meeting time wastage but it makes it easier to spend time getting to know your customers and really understand what makes them tick. You can’t build that same level of rapport simply over email!
8. Everyone Loves Free Stuff
Go above and beyond for your customers, and do it for free. It will leave them feeling absolutely delighted. It doesn’t have to be big and expensive, but it does have to be relevant and something that holds intrinsic value when viewed through the lens of their own corporate culture. It’s a touch like this that will show your customers that you value the relationship you’ve built with them.
9. Research and Share New Discoveries
Your customers will stick to you like glue if you periodically spend some time researching new technologies, strategies, and tactics that your customers could benefit from. Sharing this knowledge with them will fill them with the kind of appreciation you can’t get anywhere else. Show them you’re thinking of them as more than just a pay-check!
10. Share Feedback and Testimonials Publicly
When your customer leaves you glowing feedback or a particularly fantastic testimonial, it’s natural to want to share that on your website. Go one step further and make it as public as possible by linking back to each and every one of your happy customers’ websites. This will help their own search engine ranking, pushing up lead generation for their own business. It’s what we call in the business a “win-win”!
Contact Informatix if you’d like more information about making your customers fall in love with your business or just want to implement one of these 10 strategies.
More websites, especially ecommerce sites, are turning to live chat in order to provide their customers with more prompt and thorough customer service and an enhanced online experience. Live chat can also help online business gather customer data, capture addresses, and increase conversions. But how do consumers feel about this service?
Having an integrated live chat feature helps businesses provide an exceptional level of customer service. With live chat, you can be there at the very moment that your customers need help or information, effectively turning your website into a sales floor and creating an interactive shopping experience similar to a retail store.
Are you tracking your website visitors and interacting with them through live chat? If not, you’re missing out on a lot of potential sales.
When you walk into a physical store or business, you expect that there will be salespeople around to help you find what you’re looking for, and answer any questions you might have. Having an integrated live chat function allows you to duplicate this experience for your website. If visitors are confused or uncertain, they can ask and receive instant answers without having to dig around on the site.