chatbot

Using Chatbots To Better Engage Your Customers

 

Chatbots have been used in IM (Instant Messaging) apps for quiet some time now but have recently made their way into B2B and B2C sales and services. In sales, chatbots can be used to assist customers to make purchase decisions by answering their queries and directing them to either make a purchase or a human service agent.

 

With Facebook having introduced Chatbots on their platform around 2016, businesses have been trying to build the best chatbots for their requirements. As of 2017, only 4% of businesses have launched chatbots but the number is set to increase to a staggering 80% by the year 2020.

Why consider chatbots?

  • Facebook Messenger has about 1.2 billion monthly active users.
  • People prefer messaging apps to communicate with each other over email. The average email open rates are roughly 20%, that is 8 out of the 10 people ignoring your marketing efforts. Click rates are even lower, at about 4%.
  • A report from Business Insider show the top 4 messaging apps surpassed the amount of monthly active users on social network
  • Chatbots are the ideal medium to educate your potential customers, build trust, and sell to them.

When comparing chatbots to various other means of communicating with potential customers, the following results were derived.

 

Chatbots are way more effective than the conventional methods having been followed over the years. Though phone seems to have a bigger impact on marketing efforts as compared to chatbots, it won’t be long until chatbots gain the upper hand.

As of 2018, Facebook Messenger is the best platform to build a chatbot as it is aggressive and ever-developing. No matter what business you run, you can get a bot custom-made for your business depending on what your objectives are.

 

Better Engaging your customers

 Step 1: EMBRACE THE CUSTOMER JOURNEY

Map the customer journey and jot down the questions that a potential customer would have about your brand / product / service. The ultimate aim of employing chatbots is to guide the customer through the sales funnel and finish it off in a sale.

Step 2: PROVIDE A HUMAN SERVICE AGENT WHEN REQUIRED

 It is no doubt that the AI programmed chatbot is a great way to engage your customers but it is a good idea use your chatbot to welcome customers, navigate them through your site as per their requirements, answer their queries but there might be times when human assistance is required, make sure to have a human service agent ready to provide seamless customer experience to the user.

Step 3: BACK IT UP WITH DATA

 Always have a database of the experiences your customers are having with the chatbots to improve performance in the future. Refine your chatbot based on live chats, search terms and interactions other users are having with the chatbot, emails and customer calls. No chatbot is perfect when built, it takes a lot of refining and experimenting to perfect it.

As consumers continue to move away from traditional forms of communication like emails and messages, chatbots and AI based communication methods are expected to rise. Implementation of chatbots have led to saving cost and providing customer service during hours where human service agents aren’t available.

 

 

 

Top Reasons Ecommerce Websites Need a Blog

Ecommerce websites have a direct approach to sales – consumers come to the website to buy products, so the focus is on displaying these products as prominently as possible. While blogs are widely acknowledged to be a great way to creatively present the company’s ideas to its customers, it is understandable that Ecommerce companies think they don’t require it. How will a blog help with sales? Won’t it be distracting the customer from actually looking at the products he came to buy? Is there real value that a blog adds or is it just another trend to follow?

We’re here to give you the complete lowdown on why Ecommerce websites need a blog and the many ways it will benefit them.

  1. To improve SEO ranking

Search engines work in 2 ways – through content crawling and by building an index. This is what allows them to throw up the most relevant results to questions asked by users. Blogs hugely influence your SEO ranking because of the many possibilities it provides – you can include internal links, specific phrases or keywords and a lot of relevant information about a product/topic. This is why when you search for a certain product – after the advertisements, the first few results are almost always a blog discussing the product. Now imagine if your Ecommerce website had blogs, it would show up in the top results, the user would follow the link and eventually be lead to the page where he can buy the product directly. Extremely simple yet effective.

  1. To enhance the visibility of your website

We live in a time when more content is being consumed and shared than ever before. Websites that host think pieces, opinions and blogs create posts that have been shared hundreds of times. This shows that users are more receptive to reading a variety of topics and knowledge really trumps all. When you have a blog that is updated regularly with high quality posts that are relevant and interesting – people will come back to it, subscribe and share on social media portals. . The more you blog, the more visibility you are getting for your website and brand, eventually meeting your targets of increasing sales.

  1. To increase the number of entry points to your site

Having a blog increases the number of pages you have on your site talking about various products. Have you ever read an article on Wikipedia and stopped at just one? The many internal links on each Wiki page leads you down a tunnel of information (until you realize you’re quite far away from where you started). Now think of this while keeping your Ecommerce business in mind: a user clicks on one of the many blogs you have, he then follows the internal links in the blogs until he reaches a product page and then there is a higher possibility of converting it into a sale. If it was a product he was already interested in, reading a quality post on it would persuade him to buy it from your website rather than anywhere else.

  1. It gives your company a voice and makes you relatable

Once a user reads a well-written post about a product on your blog, he will automatically make a positive connection to your brand. The next time he is looking to buy something, chances are high that it is to your website he looks to. A good case in point is what the American Ecommerce website Groupon did. Their blogs were one of the most widely shared because of the witty “Groupon voice” it had cultivated over the years.

We hope this post helped you understand how blogging might be just the tool you need to grow your business further. Keep a lookout for more posts from Tenovia on social media trends and other digital marketing strategies that will help you with your own business.

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