Mobile phones are capable of doing almost everything one can imagine. However, the younger generations such as Millennials and Generation Z tend to use the actual call function less frequently than their elders. You won't find them communicating through phone calls as much as older generations do.
Instead, they prefer to take another yet a common route prevalent in modern times; through social media or text. The younger generations are the most active people on social media and it is important that you direct most of your marketing efforts towards capturing their attention. Why do we say so?
Well, as per a recent study, Millennials and Generation Z together spend around $700 billion. Think about the future as, by 2020, Gen Z will account for 45% of all consumers. Due to the sheer size and influence of these younger generations, brands that prefer to ignore them will simply be left behind. So, when they are not that inclined towards phone calls, how do you communicate with them?
This is a challenge that every online business has to overcome in order to successfully communicate with their most valuable customers. And one of the many helpful answers to the above question is, Chatbots! Yes, this can be a great way to overcome the barriers of communication and develop a favorable business relationship with them. Let's understand this topic in-depth below.
Know more about Chatbots
As soon as you have visited our website, you must have seen a Chatbot implemented right at the right down corner. This is what we are speaking about! Most customers today, especially those who are younger, prefer talking over a chatbot at first. Implementing a chatbot will allow them to type in any question they have in mind without navigating away from the page they are on.
It gives them the chance to engage with the business's customer representative immediately without having the need to speak on the phone. They can ask a question and get the most helpful answer almost immediately. The truth is, having a Chatbot is more convenient than having to call customer service. It also encourages your customers to continue exploring your website.
While you can appoint customer service representatives to respond to live chats initiated by leads on your website, this can be a tough option, especially if you lack the resources for around the clock responses. So, what now? Well, the use of AI is on your side. Chatbots allow businesses to respond to their website leads no matter what the time is, without the help of a customer representative.
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How can Chatbots help your business?
Improve customer service
With extensive customer assistance, you can ensure providing improved customer service. 80% of online users require help while buying something online or availing a service. Chatbots can provide assistance in real-time along with rich content such as images, price, video, product pages, etc.
You can program Chatbots to give automatic answers to repetitive queries and forward the request to a real person if there is a need for a more complicated action. Most firms apply "passive customer interaction". This means they only respond to clients when they are connected and not initiate communication.
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Increase customer engagement
It is important that you keep your clients engaged with your brand. Social media engagement has raised customer spending from 20 – 40%. Chatbots contribute here by making the engagement more interactive – generally with a good sense of humor. They don't bore the customers with excessive information and thus keep them engaged.
Monitor consumer data and gain insights
Chatbots collect feedback through simple questions. This will help you improve your products or services and you can also optimize your site by adjusting your low converting pages. Companies can keep a track of the command and responses given by their users to the Chatbot. So, these are some of the top benefits of implementing Chatbots in your website.
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