Like in every other aspect of life, change is one thing that is really constant.Advertisers, marketers and human nature itself is constantly searching for the next big things and smarter way to get things done.
With the rate at which the number of messages to be replied to keeps increasing, by 2020, it is expected that more than 80% of conversations will be managed by chatbots.
As wonderful as it sounds, implementing this channel into a business model is not all so amazing. Now let’s talk about how entrepreneurs can craft their approach to successfully navigate this connectivity trend, as well as the ones in the future.
Let’s look at the top recommendations and what business owners need to stay ahead.
In business, connectivity is everything. It is the basis for how sales are made, customers are satisfied, and how brands develop. Hence, one key to bear in mind with the emergence of chatbots is to first understand the customer journey. Implementing chatbots should not be a one size fits all solution. Every organization has a unique set of customers and discourse between parties. As effective as chatbots may be in terms of cost and interactions, they must be programmed in accordance with the customer journey.
Once you’ve pinpointed the areas in the customer journey where chatbots can be put to the best use, you need to grasp how they can advance customers down the sales funnel. Often times, this is the most difficult piece of the puzzle when incorporating an automated system. In addition to mapping the customer journey, the chatbot’s triggers are designed step-by-step to seamlessly guide the customer through the sales funnel.
Ultimately, the primary objective with AI platforms is to bridge the gap between people and machines. To do this, you need to put yourself in the shoes of the average customer and develop your bots around their path to success.
For chatbots to truly be effective in customer interactions, they need to be designed with the notion of a genuine human experience with your authentic brand voice. At the end of the day, this is how businesses are able to build strong relationships with customers.
Remember, chatbots are still very much in the infancy stage. They don’t (yet) have the same ability to adjust on the spot as humans do. Therefore, examining the key metrics must be your biggest driver in shaping future use of this platform. It is important to learn from data.
As your business grows, you need to be keeping an eye on how the flow of conversations are progressing and pinpoint the common threads. Even more, you should be looking at the big picture to understand the shifts in the users’ intent.
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