Why is chatbot marketing a rising trend?

Business is a field that needs to stay updated with the latest trends and technology. Companies that use the newest and innovative ways for every step can leverage the benefits of this approach. Making sure that you market, sell, communicate and indulge in all the processes with such an approach can help you to level up your game.

This has taken the shape of various Artificial Intelligence (AI) and Virtual Reality (VR) based techniques. A lot of industry leaders try to employ the most current technology to appeal to the masses. One of these strategies is using chatbots.

What are chatbots?

A chatbot can be explained as a computer software or program that automatically engages with the user. They can be programmed to deliver different responses based on the choices and requests of the user. For example, a chatbot can help in providing more information regarding a topic based on the user’s choice. In other cases, a chatbot could have helped by asking which service the user wants to know about and then give an adequate response.

The more advanced bots are powered by Artificial Intelligence or AI. Whereas most chatbots are programmed with particular responses and built-out conversation trees. Additionally, there are many third-party services that make it easy for marketers to build their own chatbot conversations without any special development skills.

What is chatbot marketing?

chatbot marketing

According to a Facebook study, 53% of consumers are more likely to buy if can message that business. This makes live chat an effective marketing strategy today. The idea of chatbot marketing is based on this fact.

Chatbot marketing refers to the marketing strategy that uses computer programs to automate interaction with customers and other prospects. The interaction can be either on your app or your website with the key purpose of boosting sales.

This kind of marketing allows businesses to engage with leads all the time and in the same capacity. It doesn’t need your marketing and sales team to be online. You can employ chatbot marketing to answer support questions, start conversations, qualify leads; etc.

 

The 2018 State of Chatbots Report points out that the important things customers want from chatbots are:

  • Help in resolving a problem or addressing a complaint
  • A quick response to questions asked
  • Get a detailed and adequate reply to a query
  • Finding a human customer service employee

What benefits do chatbots offer to businesses?

Every business needs to be aware of the benefits of their investments. So, the advantages of chatbots are listed below:

Saves money and time

Usually conversing with customers requires employees which meaning spending significant time and money. However, with automated conversations, an organization saves both time and money which are crucial resources in business.

Additionally, this means companies can allocate the same to other efforts. Their employees can instead find relevant conversations to join with social listening tools. It should also be noted that the amount of time you save increases as your inbound message quantity increases.

Moreover, an organization saves a very significant amount of hours by using a chatbot.

Generate valuable leads and revenue

Chatbots utilize direct messages to collect information important to provide effective support. Like a very common question asked to users is the reason they are visiting the page.

Automating this interaction allows users to share information required to serve them without requiring a human to ask for it. A website chatbot qualifies prospects and collects the email address so that a sales representative can continue with the follow-up. Consequently, the chatbot can deliver leads to the sales department.

Most importantly, it will remove the exhausting task of answering the same questions repeatedly. Your team will also be happier with high-quality leads and spending time doing meaningful work.

Guide users to obtain solutions 

Many times customers aren’t aware of where to find the information they need or are interested in. Sometimes customers don’t even know what they are interested in. There are chances that they came across your brand and then decided to explore. Asking questions to users can help them to find the information they want to know. For this, you will have to think of some questions that will take your user to the best possible solution.

Think of an airline. It has to cater to a large customer base and serve a number of functions. From departing and arrival locations to upgrades, there are many things an airline has to do for the customer. This includes informing the customer about the same.

The airline can personalize the question their chatbot will ask. Consequently, it ensures a smooth user experience, while making the trip easier for both ends.

Provides support 24×7

Chatbots are used to provide an instant reply. This isn’t possible when an organization has employed people to respond. However, another crucial advantage of using chatbots is that it provides 24-hours support, unlike the latter.

A chatbot helps in running your business even when the office is closed. This is extremely important as customers expect and appreciate a quick reply. Hence, chatbots help you meet customer’s expectations.

Engages users to ensure a good experience

chatbot marketing

Earlier customer questions were asked via email and telephone. This restricted user experience to be simple and non-customized. However, chatbots offer fun, fresh, and interactive ways to engage with brands.

For example, the chatbots of Fandango. Earlier, you had to spend time sorting through Moviefone’s options via its 1-800 number. Now you can go to Fandango’s social media profiles and interact with their chatbots to find movie times and theatres near you.

Summing Up

Chatbot marketing simplifies a lot of functions for businesses. Additionally, they make the brands look extremely cool. For example, Volvo Cars have inserted a chatbot with an Integrated Typeform survey on their website. This provides a customized price quote based on visitor’s input. This has significantly increased the leads as people are able to get immediate answers.

However, there are many marketing techniques beyond chatbot marketing. Contact us at Shaktiki to find out how you can employ them to grow your business. 

Are you ready for the world’s greatest digital revolution?

If we ask you to describe the year 2020 in a few words, what will be your answer? There are great chances that your answer will revolve around ‘coronavirus’ or ‘pandemic’ or ‘lockdown’. However, what we forget to realize is the fact that this single year has made a significant impact not only in our current lives. But a careful inspection shows that this severe effect and a larger digital lifestyle is here to stay. 

Social distancing or lockdown imposed an almost ban on mobility. This was very new for every social being who is also a part of a large interdependent society. But humans have been taught to find the solution for every obstacle that comes in their way. Consequently, the digital world became a new reality.

Change in consumer behaviour

The pandemic led to severe economic loss. However, falling income did not mean an absolute loss for the retail sector. People rather switched to buying essentials like groceries. Luxury services and goods saw a decrease in their sales. Fitness emerged as another domain where people invested in. Apart from Facebook-owned applications, video calling apps like Zoom and Microsoft Teams gained popularity. 

Mckinsey & Co. published a report on the impact of COVID-19 on consumer sentiment and behaviour. The report was prepared after conducting weekly, bi-weekly and monthly surveys in 12 countries, and showed that 91% of Indians changed their shopping behaviour as a result of the global crisis. 

In order to avoid crowded places, urban consumers working from home turned to the online medium for their shopping needs. Another interesting revelation from the report highlighted a 10 per cent growth in online shopping globally. This change extends across various categories.

Pandemic or Digital Revolution?

According to eMarketer data, eCommerce sales in the US in 2020 were to grow by 32.4%. While brick-and-mortar stores were expected to decline by 3.2%.

This shows how shopping has evolved as a concept. It has elevated from an activity that requires a customer to go out to a ‘shop’. Moreover, experts predict that this shift to eCommerce will continue post-pandemic, even when mortar stores open.

Digital marketing in the pandemic

Over the course of history, commerce has evolved significantly. It has progressed from being a barter system to one that is centered around customers. In short, commerce has become customer-centric and demand from the consumer’s end has shaped production. 

In the market today, there are many substitutes available for a customer and competitors for a company. This has made marketing an additional necessity. With the change in consumer behaviour, these traditional marketing trends have also changed. 

A shift from physical to digital commerce requires a stronger emphasis for marketing through the digital sphere. Responding to this need, some digital marketing strategies gained considerable popularity this year.

Connecting and creating with empathy

The pandemic emerged as a difficult time for everyone. Professional as well as private life became a blunder for a large proportion of the population. Businesses, individuals, and communities endured severe hardships. However, many brands responded with empathy during this crisis. They used their business or influence to do something for the greater good. 

Clothing manufacturers created and distributed masks to the public. They switched to catering to the demand and need of the public. While some distilleries started producing hand sanitizer because of its widespread shortage. 

On the digital medium, brands created a new type of content. They offered free tutorials and trails. Additionally, entertaining and engaging content entertained the isolated masses. These efforts helped in spreading positivity in the time of panic and distress. Most importantly, customers connected and engaged more closely with these brands in the process. 

Updating content of old times

Coronavirus pandemic redefined life. This was very different from what everyone was used to living so far. In a period when everyone is isolated, wouldn’t seeing crowded gatherings seem absurd? The stress on social distancing made crowds a danger sign or a threat in simpler words. Hence, crowds anywhere were not desirable. 

In a short span of time, our lives have changed which would make social gatherings and crowds not relevant. The core of the content is based on its relevance to the audience. As a result, brands had to change their content and align it with the new pandemic-inspired lifestyle changes of its customers. 

Prior to the coronavirus pandemic, KFC, the fast-food chain aired advertisements showing people finishing their while licking their fingers clean. This was not suitable in the hygiene conscious environment of the new virus. Consequently, it was pulled off the web.

Pandemic or Digital Revolution?

Then the new advertisement focused on living in the new reality of social distancing and hyper-handwashing.

Investing in the future

Travel sector was a booming economic area that was harshly impacted with the pandemic. The closing of international borders led to the loss of those in business. Traveling remained limited to essential workers and industries. However, many brands shifted their efforts to creating engaging content.

The increase in production meant expanding the social media presence with travel blogs, photo contests, influencer marketing, etc. This created a buzz for the brand in a time when the industry was at its lowest. Then the efforts of travel companies served as a reminder. This means despite lower demand, the marketing efforts should never reduce. Instead, there should be a stronger emphasis on the same to generate greater demand in future. In short, building and maintaining a relationship with customers should be a brand’s priority.

Exploring other strategies 

With a period that is based on technology, digital marketers took the tool a step ahead with experiential marketing. More and more brands are investing in augmented and virtual reality, gamification to keep the customer’s attention. Additionally, paid advertising also emerged as a good option. However, the pandemic proved that content always remains the true king. 

One can’t deny that in the wake of an economic crisis, digital marketing served as a boon. It helped in running businesses and meeting needs. Moreover, it built customer relations and interaction with the community more effectively. It is in this wake, we need to realize that we are just entering history. The pandemic has just set up the stage for a digital revolution. This is the beginning of a digital planet.

Get in touch with us today to find out know more.