Chatbots and messaging apps have become more common in the past decade and are now seen as a valuable marketing, as well as customer service, tool. Some 1.4 billion people who use messaging apps are happy to speak with chatbots[1]. Brands use chatbots to:
- Deal with customer complaints
- Answer questions about products
- Promote live events
But despite these different uses it’s worth considering research from chatbot platform Drift. It says the number one predicted use for a chatbot is ‘getting a quick answer in an emergeneso perhaps keep your chatbots simple.
Why use chatbots?
- Provide quick answers. People go online with a task in mind. They want an answer fast. Chatbots can help people to get quick answers and resolve complaints, which can have a positive impact on brand sentiment.
- Enhance customer experience. People told Drift they would use a chatbot to ‘get detailed explanations’ and to ‘find a human customer services assistant[3]. Both help to improve a customer’s experience with your brand.
- Sell your products. A chatbot might seem an odd place to convert sales. But 18% of people said they would buy a basic item through a chatbot, while 22% would use one to explore ideas for purchases.
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