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Why do businesses need chatbots?

While they aren’t a new business tool, the chatbot market has grown hugely since 2016, when Facebook launched a messenger platform that allowed developers to create bots to interact with Facebook users. This started in April and by June 11,000 bots were available. Today, there are over 100,000 on Facebook alone.  So, why would your business need a chatbot?  Well, there are lots of reasons why you might want to harness this technology for your business. Here, we’re focusing on top four benefits of chatbots:

1. Great user experience and support

Chatbots are brilliant as automated customer support for basic queries, engaging with your customers and giving them the specific answers they’re looking for, without them getting overwhelmed on your website.

2. Frees up everyone else

Thanks to chatbots, employees don’t need to spend their time answering inbound enquiries. As a result, they are able to use their time more proactively and creatively – saving you both time and money. This keeps your employee happy too!

3. They’re around 24/7

The best thing about bots? They don’t get tired. So they’re available any time of the day. Today, it’s increasingly hard to reach and communicate with consumers but chatbots mean your business is ready, whenever your customers are.

4. Improving sales

Chatbots are able to close more sales. They can establish personalised customer interactions and provide credible shopping advice based on history and preference. And because they are knowledgeable about customer behaviour, they know the right time to push a notification to the right person.

By 2020, Gartner predicts that 80% of businesses will have some sort of chatbot in their sales and marketing plan. And it’s clear to see why when you look at the benefits to your customer experience, and your bottom line.

Read our related blog: How is robotic process automation reshaping the customer experience

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