Conversation drives sales and this is a well-known fact. For customers, it is important to have someone to ask questions and clarify doubts, someone who could guide them and recommend them the best option. Today, conversations can be automated, and today there is no need to have a physical person attached to each customer. Nowadays, conversational commerce became a fast-growing buzzword and chatbots play a key role in this field. Today, I would like to discuss why chatbots became so popular and why e-commerce and m-commerce companies heavily invest in it.
Be it ordering food or asking for consultation related to investments or funds, people probably will deal with chatbots today at some or the other point in a day. For those, who are aloof to tech news in the recent past might be surprised to see that chatbots are revolutionizing the game of customer support and service as we know it in a never before manner. Though a CRM software is an excellent tool when it comes to automating and streamlining marketing and sales operations, a chatbot has the potential to drive your CRM strategy ahead of the curve. This is the reason an increasing number of brands are leveraging the power of chatbots to drive sales, improve customer satisfaction and conversion rates. Yes, CRM is distinctively positioned to reap the benefits of AI-powered chatbots.
AI powered customer service has picked up its fastest pace. It is a new revolution, which every industry is working on, to transform conventional customer service into AI-powered digital solutions and improve every aspect of customer journey including brand awareness, product knowledge, customer acquisition, after sales support and loyalty programs. According to marketing gurus by 2020 more than 80% of customer service will be conducted without engaging humans, it will be taken over by AI-powered Chatbots. With advanced systems powered by automated solutions, users can now book a restaurant reservation, order a pizza, book a movie ticket, hotel room and even make a clinic appointment. Customer service industry is gaining much momentum especially due to disruption of Artificial Intelligence – a technological breakthrough that has taken almost every business industry by storm.
More and more businesses are beginning to appreciate chatbots. The ability of AI chatbots to mimic human conversations and provide instant digital connection has paved their way to success. Modern chatbots handle online requests 24/7, create brand engagement, reduce human errors, and save costs of customer service. Apart from that, chatbots particularly appeal to "speedy" Millennials by keeping them constantly "updated." Business giants such as Sephora and Marriott already see the benefits of using chatbots.
It's time companies' shift to chatbots to provide better customer service. It could save around $174 billion amount across different industries and departments like insurance, financial service, customer service, and sales. A chatbot is a messenger bot or software linked to the Facebook page that intercepts the message which is sent to the page through messenger. The message is interpreted using NLP (Natural Language Processing). How is it providing customer satisfaction and helping the marketers?