Chatbot is the name given to the program that simulates a conversation between humans in a chat. With it, it is possible to optimize some tasks, such as answering frequent questions after defining a dialogue model between the “robot” and the user. Chatbot technology has become popular in recent years. It is increasingly common to contact a company and, at least initially, be answered by a non-human agent.
Even though it is not a service made by a human, the technology offers the possibility that the issue brought by the user is resolved. When a solution is not found, the chatbot usually puts the user in direct contact with a human employee.
But this is not the only function of chatbots. While the method of guiding a user through questions and answers is the most popular feature, there are other options. Chatbots can, for example, select news items that may be of interest to the user, find the closest type of restaurant and more. And even with such a wide range of features, there is still much to invest and explore in this sector.
Among the main benefits of the technology are cost reduction, better user experience and lead generation. Cost reduction is the biggest benefit of the technology. According to the Chatbots Magazine, the tool reduces customer service costs by up to 30%.
In the case of telephone, for example, the service is optimized, as the bots screen users' inquiries and can reduce the duration of calls. That way, calls can be faster and more effective. The fact that bots solve at least part of users' problems also reduces the manpower. Well-implemented bots can even make appointments and make sales. In this way, the service team can be smaller.
Bots don't just have a positive impact on the fulfillment area; they also help generate more leads. When combined with a good content strategy, the tool can appear to ask the user to fill out a form and download materials, such as an e-book. Lead capture can also occur when using bots to register and book online. With a good content strategy, the chatbot can encourage the user to go through the sales funnel in a more organic and interactive way.
How to begin?
After knowing some of the main benefits of the chatbot, it is natural to ask the question: how to start? Planning, as always, is essential. And before developing the technology, a few things need to be taken into account. In planning, it is necessary to foresee the type of conversation that the user expects. What is the purpose of technology? Attract new customers? Help with the purchase process? Ask questions? In this case, it is important to foresee the main doubts of users.
The way the bot communicates is also important. The language must be appropriate to the company's form of communication. Don't forget: the bot is representing a brand. After defining these details, it is recommended to choose the platform for development.
Increasingly, chatbots are proving to be an efficient support service that can provide greater peace of mind in the business service sector. visit our website and stay on top of the main solutions for your company's needs.
