Acquire

7 Use Cases How Chatbots Will Actually Kill Phones and Email [Updated]

author
Laduram Vishnoi
CEO, Acquire.io
7 min read
7 Use Cases How Chatbots Will Actually Kill Phones and Email [Updated]

The use of email for internet marketing is an age-long marketing strategy.

Email marketing works great and of course, it helps you to improve your conversion rate. Call centers have been good too. However, Chatbots are doing even more. People prefer to communicate to Chatbots to get instant solutions.

chatbot mobile messaging report

In the foreseeable future, the sentence “Send me an email” will be changed to “Talk to our bot” as chatbots are rapidly penetrating the market, and fortunately everyone is accepting it wholeheartedly.

Even Gartner predicts that more than 85% of customer interactions will be managed without a human by 2020.

Why is Chatbot important for your business? It’s amazing how chatbot search trend on Google keeps going up since 2015.

chatbot strategy

That being said, here are some of the obvious reasons why Chatbots talk to our bot will replace send us an e-mail.

1.     Immediate response

I receive tons of emails all the time and of course, I can’t reply to all of them instantly.

In fact, when I’m overwhelmed, I’ll simply reply the ones that interest me and ignore others.

My major means of communication is through email. There are times when I’ll send an email and after 1 week the email hasn’t even been opened yet, and sometimes it even takes longer time for the support to respond to my query.

I use Mailtrack to track my email activities, so I get this often:

mail track

For most email responses, you’re required to provide more information. This can lead to a lot of back and forth emails.

I’ll be like, “oh my God,” after waiting for over 1 week, here I go again, I reply the email and wait for another 3 - 5 business days for my email to be responded to. Well, that experience is not nice at all.

I’m not the only one who has this experience. As per Epsilon’s latest quarterly review 2010 and of 2017 shows a decreasing rate of email click-through rates.

Epsilon-Email-Open-Click-Rates-Q12010-Q12017-Jul2017

If you’ve used any customer support chatbot before, you’ll agree that they are way faster than email responses. In fact, the responses are almost instant. And trust me that exactly what customers want.

Whitepaper- The Rise of Chatbot in Customer Service

In a recent survey, it was found that 65% of customers their bad customer service experience based on the fact that “the issue is taking too long to resolve.”

A Chatbot can quickly solve customer’s query and thus this will improve customer service and conversion rate.

2.     People don’t consider being messaged a distraction

The truth is, people, see messages from a chatbot as a message from a friend even though they know it’s a bot.

Your chatbot can start pushing informative messages to your targeted prospective customers just the same way it’s done via email marketing. But the difference is that your customers can interact with your chatbot in real-time and get instant responses.

For example, acquire launches chatbot (offline representative) for interacting with offline visitors on a website. Earlier when a visitor visits a website expecting some help & they don’t get support due to unavailability of online customer support agents. Due to this, you lose a potential lead or existing customer that needs an immediate response to their queries. But acquire Chatbot solves this problem and provides seamless integration.

Moreover, you don’t need to install plugins to get insights into your customer’s activity with your content. You get everything embedded in your Chatbot.

Whitepaper- The Rise of Chatbot in Customer Service

3.     People sign up to be contacted

“The lead generation process starts by finding out where your target market “lives” on the web.” – Wayne Davis

While email marketing is great, one caveat it has is that it’s increasingly becoming more expensive to acquire targeted email addresses for marketing.

You have to build an opt-in page and drive traffic to the page. On the flip side, if your messenger lives on Facebook Messenger app, it’s easier and cheaper.

Facebook allows communication with people that like your Facebook page.

That means anyone that likes your page has automatically signed up to receive messages from you. Besides, creating a Facebook page is free and your audience is already on Facebook.

Statistics from Facebook shows there are over 2.01 billion Facebook users as of June 2017.

So, the only thing you might need to do is to invest money in Facebook ads to promote your page (and landing page). Remember that anyone who likes your page is obviously interested in your company.

Not every customer checks their email every now and then. But a chatbot will make it a lot easier to send your emails and get it opened almost immediately.

How? Look at this whitepaper to know more

Whitepaper- The Rise of Chatbot in Customer Service

People spend a lot of time each day on social media. According to MarketingProfs, they spend over 35 minutes on Facebook.

average daily spent time on social

4. People respond to CTAs — calls to action

The click-through rate via Chatbots is higher than emails. According to statistics by Octane, email campaigns see a 15–24% open rate (depending on the industry), 1.8–4.7% will click - (only 1.95% will sign up for your newsletter when given the option).

On the other hand, Chatbots messages generate 15 – 60% CTR from users.

It’s also noted that over 97% of people will receive the messages you send to them via push notifications. The good part is you can easily send messages to all your followers at the same time.

Last but not the least, unlike emails; you’ll most likely get 30 – 50% to follow you via a chatbot message if you give them the opportunity.

The popular brand Adidas experienced a 266% increase in conversion rate using Chatbots.

Chatbots powered by AI are quickly being adopted by brands like American express and H&M, to boost their customer service experience.

Whitepaper- The Rise of Chatbot in Customer Service

So, it goes without saying that you’ll get more clicks and conversion rate with Chatbots as compared to email marketing and phone call campaigns.

5. Your Chatbot reside where your customers are

Chatbot is an amazing technology, and it’s going to change the way marketing will be done in near future. Today, Chatbots leverage social media facilities to bring brands closer to their customers.

Imagine your car is due for service and boom you receive an email from your automobile company informing you that your car is due and sends you a link to fill in some information into a web form.

After filling the form, an appointment is sent to your email (scenario A).

When it comes to a Chatbot, it’s a different game entirely. You don’t need to log into your inbox.

Right on your Facebook timeline, you can get a message from the automobile company in a friendly and casual manner, informing you that you need to book an appointment.

Not just that, it also asks you about the time you’ll want your car serviced. And you quickly replied with date and time, it saves it and books the appointment for you. That’s all (scenario B).

As you can see, Chatbots are quicker and provide a better customer experience.

6. Personalization

As per stats of VentureBeat, “45.8 percent would rather contact a business through messaging than email”. Customers wish to interact with the brands via chat- as it is faster, more convenient than phone or e-mail.  Chatbots provide 24*7 assistance to the customers and solves their problem instantly. Customers prefer the communication over chat as it gives them the pleasure of interaction on a personal level rather than communication over emails. Chatbots powered by AI proactively interact with the customers and helps them in the entire buying process. According to a study by Rosetta Consulting, “Engaged customers are 90% more likely to make frequent purchases and six times more likely to try a new product.”

Research shows that messaging applications had reached more users compared to social media networks in the first quarter of 2015. The process over an email takes time. Think of the situation where you have sent an email asking for help and you get automated response “thank you for contacting us” along with a note telling, that our agent will get back to you within 24-48 hours.  Messaging apps like live chat or Chatbot allows real-time communication between customer and business.

7) Saves money

According to stats, “Chatbots currently account for business cost savings of $20 million globally.” Chatbots can effectively communicate with the customers providing a real-time solution to their queries and thus increases conversion rate. As Chatbots can handle repetitive queries, customer support agents can get free to handle complex queries and provide better customer experience.

IBM Watson tweets “By 2020, 85% of all customer interactions will be handled without a human agent. “Virtual agents act as the first point of contact with the customers to assist them and the issue gets escalated to the human agent if the Chatbot is unable to provide the solution to the customer. With the integration of Chatbot, reduces the number of agents required and thus it helps in reducing business costs.

IBM Tweet

Conclusion

Chatbots are the future of customer service facilities. With Natural Language and Machine Learning technology, Chatbots are incorporating human touch to allow customers to enjoy their experience and get maximum satisfaction.

Though Chatbots aren’t perfect yet, they’re future. When you consider the reasons, I stated earlier, you’ll agree with me that it’s going to take over email marketing and phone calls (especially, for business purposes).

I’d love to hear from you. Do you believe that Chatbots are paving the way for a better and seamless customer service? Leave your comment in the box or check this whitepaper.

 

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