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Chatbots – The Benefits they Offer to Business

Last week we had a chat about Chatbots, explaining what they are and how their use is on the increase as business owners and managers realise the potential they have to help their companies.  As promised, today we’re going to look at some of the benefits that using a chatbot can bring to smaller companies.

The main value brought by chatbots is that they are able to automate conversations throughout an organisation.  Here are the top five benefits for businesses:

  1. Save Time and Money – because the chatbot enables you to automate online conversations that would otherwise require a member of staff to answer, your business can save time and money that will be more effectively used on other tasks.  This means that your staff members can spend their time proactively searching for relevant conversations to participate in with their social listening tools.  The amount of time saved increases as the number of inbound queries you receive increased, saving your company time and money in the long term.
  2. Generate Leads and Increase Revenue – chatbots use direct messaging and can collect the data required to provide an effective level of support.  For example, each engagement can be used to ask users why they are visiting your website.  This means that users share their information in the automated initial interaction with your company, enabling them to gain the information they need without requiring human input.  The chatbot will automatically provide any qualified leads identified to your sales department.
  3. Fast and Efficient Customer Service – your website visitors may not know where on your website to find the information they are looking for.  Perhaps they’re not sure what they seek and need some guidance or perhaps they’re just looking at your website after hearing about your brand.  By using a chatbot to ask a series of qualifying questions, visitors can be easily guided to the information they are looking for.  Think about the common types of questions you receive by phone and email and programme your chatbot to ask these questions so that your website visitors will be directed to the best solution – a win-win outcome.  The questions will need to be tailored to your business.
  4. Customer Support 24/7 – as a business, providing a round the clock support service to your customers is a valuable service, especially in cases where customers need urgent help.  Using a robust chatbot during the hours that your business is closed enables customers to gain access to the information they need when they need it.  Modern consumers expect a quick response, they don’t want to wait 24 or 48 hours for an email reply. 
  5. Provides Unique Engagement Opportunities – as well as providing the ability to respond to customer questions in real time, chatbots offer some great opportunities to engage with your customers in new ways.  For instance, some food takeaway businesses use chatbots to allow customers to place an order, sometimes asking additional questions to gain the information necessary to fulfil the order.  Entertainment providers can use chatbots to streamline the process of finding what’s going on socially in a specific location.  All it takes is a little imagination to engage with your customers in a fun and unique way.

Next week, we’ll be taking a look at how to get started with chatbots.  Don’t miss out, follow us on Twitter or Facebook for the information you need to harness the power of chatbots for your business.