Customer service is an integral part of the consumer experience. If you can’t answer queries right away, or your information isn’t immediately available, customers will look elsewhere for their needs.
Wherever your customers are contacting you, they should have constant support. But this isn’t always easy to provide – unless you use a chatbot.
What is a Chatbot?
A chatbot is a piece of AI software that can simulate human conversation. It lets customers interact with services as if they were talking to a real person, without needing a real employee. There are two main types of chatbots:
- Task-oriented: these are the most common form, made to focus on a specific function and respond to enquiries and FAQs.
- Data-driven: these are more advanced boys that develop intelligence from their user interactions. The most well-known examples of data-driven chatbots are Apple’s Siri and Amazon’s Alexa.
Chatbots can answer quick questions, resolve issues, and are available 24/7, unlike employees. Using chatbots for your social media marketing boosts the connection between business and customer.
Why Should You Use Chatbots?
By using a chatbot, you can offer a 24/7 service that employees are not able to do. Your customers can get responses at any time of the day, meaning they are less likely to look elsewhere!
Removing the limit on communication helps create a better relationship between the customer and the business. There’s no need to wait for scheduled working hours, so it’s easier to remain loyal.
Social media is a constantly moving and changing organism – using chatbots lets you keep up with the demand it produces. 64% of internet users have stated that 24-hour service is the best aspect of a chatbot, so use this to your advantage!
Chatbots can process large amounts of data from customers, which helps improve the service they provide. By using algorithms, it becomes easier to predict customer behaviour.
This means customers can receive personalised recommendations, and products and services can be targeted to your audience’s specific preference.
By giving your chatbot a personality, it becomes a mascot for your brand, and it’s easier for customers to connect with the company.
Improves SEO Ranking
Enhancing the customer experience through chatbots means that users are more likely to spend time on your page, as they don’t have to go elsewhere. This instant service can increase your ratings and bounce rate.
If a customer has to wait too long to get the answers they’re looking for, it’s likely they will go to a different website or company instead of waiting. The immediate nature of chatbots can stop this from happening.
As a result, you are more likely to get happy customers that will leave positive ratings and reviews for your company. This can boost authority and improve your overall SEO ranking.
Read Now: 5 Tips to Improve Your SEO Ranking
Sometimes customers know the information they want, but don’t know how to find it – that’s where chatbots can come in handy. By asking tailored questions, they can create a path and guide users to the information they require.
This also leads to customers staying on the site or platform for longer. Since they are being specifically directed, they won’t leave in frustration from not finding what they need. Instead, they can be gently pushed towards useful information, which can often result in a potential lead.
Chatbot interaction usually ends with a call to action, which can drive customers towards a sale. The constant nature of the service prevents the loss of leads, as they can get the information they need outside of regular business hours.
It also makes it easier to reach and select those prospects who are most likely to be converted to a lead, and eventually make a purchase. If customers have any complaints, chatbots can resolve issues quickly. This boosts the reliability of the company, and creates trust, which means customers are more likely to engage with your service or product.
To Sum Up…
Using chatbots for your social media marketing can make a big difference in how consumers interact with your business. Providing constant support, personalised recommendations and gentle guidance can help create leads and a sense of connection with the brand.
If you want to learn more about how to use chatbots to boost your social media marketing, contact the team at Floodmaker today!