customer engagement

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.

 

 

 

6 Ways In Which Online Campaigns Drive And Influence Offline Sales

 

Until a few years ago, we expected all retail stores to either shut shop or migrate online to compete with other . However, nowadays we see more and more successful opening brick and mortar stores to cater to their TG. Apart from that, many multichannel retailers have realized they can leverage online content to increase their offline sales. Here’s how they’re doing it:

  1. Understanding your target audience

One of the plus points of having a strong online presence is that you can collect valuable data regarding your customers like age, sex, geographical location, shopping behaviors, interests, product requirements, etc. These can be used to create targeted campaigns to drive more offline sales.

  1. Targeting customers correctly

Targeted campaigns are successful since they target individual segments of users with specialized content. Factors like placement, timing, and location can be factored in to better predict the shopping behavior of your TG and how likely they are to shop offline. Therefore, call to action buttons, early bird offers, sales, and discounts, etc, all perform better with targeted campaigns.

  1. Creating useful content

Clever content curation can significantly improve customer engagement on online platforms. Ensure everything you say online reflects your company’s values. Also, use data to provide specialized content to the different customer personas in your TG. Try various types of content like blog posts, videos, GIFs, downloadable infographics and audios to connect with the customer.

  1. Consistent brand building

Think of your end users as your brand advocates. Work on building trust. Make sure that the branding of your offline stores is in sync with the tone of your online channels. This way, your customers will come to expect a seamless shopping experience and spread the word.

  1. Focusing on customer relations

Most customers switch companies owing to inferior products or terrible customer service. Use social media platforms to complement your customer relation activities. Ask for reviews and address negative reviews instantly to show that you care. This will further increase faith in your product and your company.

  1. Tracking offline results

Measure offline results with offline conversion tracking tools such as offline events or Bluetooth Beacon by Facebook. Optimize your targeted campaigns to make them measurable. Similarly, Google AdWords can help you keep tabs on in-store conversions of your campaigns.

 

Top 3 Electronics and Tech Influencers to Follow

 

Tech influencers have the power to shape the way we consume our electronics and gadgets. They have a massive following on social media channels and are approached by industry leaders to review, endorse and promote their products. This has been especially true in the last couple of years when Snapchat, YouTube and Instagram exploded with influencer-centric PR campaigns. Most of these campaigns have resulted in the brand getting more followers, higher sales conversions and an overall greater engagement on their page.

Here is a list of our top 3 tech and electronics social media influencers we’ve seen in the industry this past year.

  1. Marques Brownlee

MKBHD is an acronym familiar to anyone who follows Tech reviewers on YouTube. The wildly popular channel belongs to Marques Brownlee, a 23 year old with 5.6 million subscribers. What started as a platform to review various smartphones and their software updates, quickly grew into reviewing drones, cameras and a brand new series on high-tech cars. He was recently a finalist for the Creator of the Decade category at the Shorty Awards – which is a premium institution honoring the best social media influencers and creators.

  1. Linus Sebastian

Another influencer with over 5 million followers, there is very little that happens in the electronics field that Linus Sebastian is not aware of. At the recently concluded Consumers Electronics Show (CES) in Las Vegas, the Chinese telecom giant Huawei partnered with Sebastian to promote their presence. They were launching a new phone and with just the bare minimum of sponsored videos and posts on Sebastian’s Facebook and Instagram, Huawei’s customer engagement and reach increased significantly.

  1. Veni Kunche

A software engineer by day, Veni Kunche is one of the most enterprising tech influencers out there. Inspired by a documentary on the gender gap in the software industry, she launched a monthly newsletter called Code with Veni. Her social media influence has won her several recognitions, one of them being the Power Women of DC Tech award.

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