Promising responses and solutions to consumers is a long-term relationship foundation, and having an effective SAC at any time of the day should be a business priority. Inserting chatbots into the marketing strategy is an efficient and affordable outlet for brands that seek to offer a satisfying pre and post-sale experience.
Artificial Intelligence and Automation are terms that are increasingly on the rise, and having a chatbot working to respond to your customers’ most frequent questions can be the key to delivering the newest and most effective digital marketing universe.
Chatbots uncover your consumer life. Instead of picking up a phone and missing out on precious minutes talking to an attendant, your client will send a message – just like you do with a friend. Keep reading and understand how to insert them into your marketing strategy!
Identify opportunities for entering chatbots into your marketing strategy
The first step in using chatbots in your company’s digital marketing is to identify the automation opportunities in your processes.
Does your customer service team spend the day responding to the same customer issues? A chatbot may be the solution.
Chatbots, however, can also be used in digital relationship actions. Some companies bet on creating characters for interaction with customers, while others think about bots that can provide really useful information.
Do you want an example? Intel launched a bot through the Telegram at the game Pokémon Go launch, which attracted thousands of users. That is, you can think outside the box when creating a chatbot for your brand!
Learn the chatbots benefits in marketing strategy
Chatbots provide much more responsive service
We live in an information abundance time. Customer who is interested in your product or service may have questions and will want the answer to these questions quickly. He can find the solution on your company’s website or Facebook, on the search engines or in your competitor digital environment.
By using chatbots in the marketing strategy, you will be able to provide the required information immediately. In this way, they reduce the chances of he looks for the answers he needs in competition.
All this agility wouldn’t be possible with a human SAC structure, especially in times of great demand. Using technology, you will be able to respond to everyone immediately, even if millions of consumers contact you simultaneously.
Storage of relevant information and data about each consumer
In addition to answering your customers’ questions, chatbots can also take the conversation advantage to gather very relevant information about consumers who contact your business.
In an organic and non-invasive way, chatbots ask consumers questions that not only help solve the problem they present but can also be used in their marketing strategy.
A practical example: The H&M clothing network features a chatbot that suggests combinations of parts for customers. But to do this, it collects a lot of information, such as the favorite style and size that the client uses. And this information is essential for H&M to send increasingly personalized offers to branded users.
Providing more complete information
As much as the professionals responsible for your company customer service are well trained, it’s humanly impossible to know all the answers to all the questions.
But for an artificial intelligence system like chatbots, this is an easier task.
Chatbot will have access to your entire database, and not only will be able to answer any question quickly, but it will also be able to suggest supplementary content that will make your customer experience even richer.
Chatbots are economical
If the demand for customer service in your company is great, it can be quite advantageous to have chatbots in the marketing strategy. Instead of putting together a large structure with many employees (and consequently many labor charges), you will have to invest only in the automated chat implementation.
Chatbots are also advantageous if the demand is small: it doesn’t make sense to keep an employee to answer any questions.
With robots, you have specialized customer service 24 hours a day, 7 days a week, 365 days a year.
But that doesn’t mean that you have to eliminate the human touch of your service: a good solution is to have a small SAC structure to solve the issues that chatbot wasn’t able to solve.
Chatbots can be configured as you see fit
Another advantage of using the chatbots in the marketing strategy is that they can bring your company’s communication tone to the communications in chat. That is, if your brand uses a relaxed language, this can be configured in the conversation responses. The same goes for more formal companies.
Therefore, it’s necessary that you create a persona that identifies your brand in chatbot. If your brand was a person, how would she behave online?
Most chatbots allow you to establish which are the standard answers to the most common questions. Even if the person identifies himself as a robot at the conversation beginning, conversation with the client will take place naturally and realistically.
By using chatbots in your marketing strategy, you open up a universe of possibilities for your brand. So it’s important to keep in mind that you can (and should) be creative and entertaining during this online conversation with your client.
Use the features available to make chat even richer and more personalized. Use gifs, videos, stickers, images and everything imaginable to turn this experience into an even more pleasurable time for your client.
By engaging the consumer in an interesting conversation, you create engagement and loyalty to the user. And achieve your goals much faster and more efficiently!
Do you want to adopt a chatbot solution for your company? Contact us!