Are Chatbots an Effective Tool for Entrepreneurs?

When your client first makes contact you really need to give them something to help drive them to where they want to be. Well designed chatbots offer just this capability, but you need to consider them carefully as Pamela Wigglesworth points out:

Asking whether chatbots are right for your business is like asking if social media marketing is right for you. If they haven't made it to your industry yet, bots are well on their way.

Messaging apps are becoming the next big thing in marketing. Social media is still king, but messaging apps are slowly taking over. The way to capitalize on this is through bots.

Tread carefully, though.

When a new channel starts to show promise, we tend to get overexcited and overwhelm our audience.

A little restraint will go a long way, especially with chatbots. As efficient as they are, research shows that people really don't like them. They can be the key to overwhelming success but their proper application is crucial.

What Exactly Is a Chatbot?

There's a simple answer and a complicated answer to that question. Forget the complicated answer, as it doesn't pertain to you as a marketer.

All you need to know is that a "bot" is a piece of software that automates a task or a group of tasks.

There is a variety of bots available. Some are able to handle a range of tasks, while others are more limited. Bots are designed and built to do very specific things.

In practical terms, this means that the chatbot program will have a series of pre-written responses to interact with humans.

For example,imagine your company that manufactures harmonicas. People often find themselves on your website trying to find the best harmonica for them. Instead of directing them to support staff, you implement a chatbot. When the person visits your site, the chatbot initiates interaction. It then reads the visitor's questions and uses preprogrammed responses to answer them.

Instead of communicating with another person, your customer gets an answer from an automated system. It's more streamlined, faster, and, best of all, instantly available.

The Benefits of Bots

The surface benefit of using chatbots is pretty obvious. You don't have to pay a staff member to engage in customer service. But that's not all. Bots are useful in a lot of other ways, as well.

Bots are easy to build and implement. You can design a bot for Facebook Messenger in under half an hour. Granted, this won't be the most sophisticated bot ever made but it will get the job done. Even a simple chatbot can be very useful and cost-effective.
Bots give simple answers to simple questions. A lot of people just want a quick and simple answer to a short question. So, instead of having to sift through the database or speak with a person, people can get their answers instantly and be on their way.
Bots always put your best foot forward. An interaction with a bot will always be predictable. Your brand image will be presented in the best possible light every time. A chatbot won't lose his temper or insult anyone.
The potential of bots is still unexplored. Bots are being adopted en masse and the sky's the limit for them. At present, it's hard to predict how the use of bots will evolve. However, it's worth considering the earlier statistic about messaging apps. When messaging apps finally take over, companies with the best bots will lead the pack.

Chatbots Are Already Here

To answer the original question: bots are not only effective they are a necessary tool for 21st century entrepreneurs.

Just about every enterprise can benefit from using chatbots. Not to mention the very real ROI potential of bots as compared to humans.

But it's not all sunshine and rainbows here. Poor implementation of bots can signal that a brand is losing touch with its customer base. Even a short string of negative experiences are enough for customers to walk away from a brand.

To sum it all up, bots are definitely a great tool, but they can do more harm than good if they're not implemented correctly.

Pamela Wigglesworth, CSP is an international marketing consultant, speaker and the CEO of Experiential Hands-on Learning based in Asia. She is the author of The 50-60 Something ™ Start-up Entrepreneur and works with organizations across multiple industries to help them increase brand awareness, increase leads and ultimately increase sales.

To learn more about Pamela, visit the Experiential website at http://www.experiential.sg or email her at courses@experiential.sg

About the author: https://EzineArticles.com/expert/P_Lorraine_Wigglesworth/969794



Article Source: http://EzineArticles.com/10255943

Ways To Find If Your Chat Solution Is Really Meeting The Customer Needs

Most decent E-Commerce businesses these days use Chat Solutions of one kind or another to make customer engagement more effective and interactive. Like all things in life, the trick is to know if our own solution is the right one for what we are doing.

In this article Steve Conway gives some great suggestions on what we should be thinking about when choosing and implementing our chat solutions


Chat solutions are very fast becoming one of the main channels when it comes to customer service. In fact, in a research done by Eptica, it was found that while only 7% of businesses used chat services in 2013, whereby nowadays 44% of brands use chat solutions and advertise it on their websites.

Moreover, mirroring these above-stated statistics in a survey done on contact centers by Contact Babel it was also revealed that 83% of customer service providing companies expect that chat usage is going to increase over the next 12 months, which is also the highest growth predicted across support channels so far.

Now, these findings are not at all surprising since chat benefits both the consumers and the brands in this digital marketplace.

This is because chat support not only boosts online sales by converting prospective customers that may have otherwise abandoned sales but it also helps companies to boost the upsell of their other relevant products during the chat conversion online.
Hence chat-based support increases productivity by maximizing agent’s time as it allows them to handle multiple chat sessions at once, which implies being more effective while still providing superior service to all the customers. 

Additionally chat services also reduce cost, whereby research done by Contact Babel shows that the cost of chat-oriented support services is below all other channels like email, social media, and even phone calls.

Now for these reasons, while the adoption of chat services has increased, so have the expectations of the customers.

Therefore while early adopters and users of chats have seen this technology as a novelty, in the present time consumers want chat services to deliver fast and comprehensive answers to their questions, that to 24 hours a day.

Hence in another survey done by Eptica, it has been found that just 15% of the modern consumers are happy with the services they receive via chat, since the most common complains in chat services is lack of resources, inadequate access to information and knowledge-base on the part of the chat agents, and poor personalization.

This happened because, despite the importance of chat, and the feeling that it should be considered as the first channel for customer service when resources are stretched, more than 26% of businesses that claim to offer chat does not implement it after getting it tested.

So what should brands look for when choosing a chat solution for supporting their customer care services?

Hence, as one of the most popular vendors of easy to use CRM software, here we have list five areas that brands should focus on before choosing the right chat software technology for their business:

Easy to use

Thanks to the growth in messaging apps, consumers nowadays are well-versed with chat-styled communications, and so they presently expect the same ease of use when it comes to chatting on company websites.

What they want is that it should be simple to access, straightforward to use, with features that have the ability to share screens and have information built-in inside the software.

For agents, chat software solutions has to be equally easy to use since many will be expected to manage several chat conversations at once.

Additionally, by minimizing the requirements for specialized chat training, businesses will be able to divert agents from other channels when required, which in turn will help boost resources and thereby aid in meeting needs during times of increasing demands.

Integrates well           

Chat is just another channel within customer service, and so it needs to be integrated into your overall technological stacks and the easyto use CRM that you use for your business, which will enable agents to access wider information, such as pages on your website that your consumers may have browsed, and the records of your customers, in order to deliver a joined-up experience.

Additionally, chat agents in the same instance should be able to find admission to your centralized knowledge-base to make sure that they provide accurate and consistent answers to questions raised by the consumers.

Lastly, in case you consumers move from one channel to another such as voice or email, your chat software needs to provide seamless service, without requiring them to re-enter information or repeat their queries.

Covers proactive and reactive

As according to Forrester, it has been observed that more than 44% of online consumers say that having their questions answered by a live person during any online purchases is one the most required features that a web-based seller can offer, hence reactive chat initiated by the consumers, delivers real benefits as it allows the prospects to ask questions when they require instantly.

Now proactive chat takes us a step further as in this you can trigger the software with pre-set rules, which will allow brands to provide help to the consumers even before they actually ask for the answer.
For example, if a prospect lands on the checkout page for a certain amount of time without taking any action or moving forward and appears to get stuck on a particular step in the journey, then a proactive chat can offer help automatically which can make all the difference.
This is not only going to increase sales but also benefit prospective consumers by turning more browsers into buyers of your offerings.

Embraces AI to improve the experience

AI (Artificial Intelligence) and text analytics can help further to deliver a faster and more personalized service on chat as it can easily analyze incoming questions automatically, and thereafter use the information to route the chat session (if required) to the most relevant support representatives based on factors like skills and knowledge, language, and can also provide the reps references to recommended relevant answers stored in the system’s knowledge-base.

Integrating AI with chat will definitely ensure that your consumers receive more informed and consistent responses while also maximizing the productivity factor and speed of your agents.

Provides total analysis of what is being said, along with outcomes

In order to continuously improve and meet the demands of the consumers, businesses need to listen to their consumers and act on the insights provided by the users of their offerings.
Hence ensure that your chat solution has the ability to analyze questions, store conversations, and find out when in the customer journey they are asked questions by the consumers.
This can be easily done by integrating chat software with businessgrowth technology solutions like an easy to use CRM.

For example, if the system finds that there is a large number of incoming questions about a particular step in the buyer journey, or in a process, which requires additional help, the system can ask for reviewed and improved information on that issue in order to boost confidence and outgrow any barriers leading to a purchase.

Conclusion

In the present time even though most companies have adopted some form of chat technology for business growth, but given its dominating importance to CX, as one of the most popular CRM vendors for small and medium businesses we feel now is the right time that brands should take a step to move back and make sure that their chat solutions match the needs of their customers if they want to boost engagements, increase sales and raise the bar on their agent’s productivity.

Article Source: https://www.articlecube.com/ways-find-if-your-chat-solution-really-meeting-customer-needs

How To Build A Lead Generating Funnel With Chatbots

We all want to ensure we can communicate effectively and promptly with our customers and potential customers. Did you know that your Facebook Messenger chatbot can be used for a funnel to maximise your client base ?

In this video Natasha Takahashi describes the process of how FB Messenger can really add benefit in creating a funnel for your client list

Good management of customer interaction is crucial in building up relationships for sustained online sales. The question is how to best approach online interactions, especially in reviews.

I came across this study by Racheal Morrow, founded in cited references, that looks at this exact point. Considering the points Racheal Morrow makes, how do you handle public facing reviews?

Optimizing Online Review Management for eCommerce Brands

Racheal Morrow

Effectively handling both positive and negative reviews is an essential part of marketing and online reputation management for your eCommerce brand. As much as negative reviews can harm your brand’s reputation if left untouched, ignoring positive reviews is a missed opportunity for growth.

On the other hand, not responding to either type of comment can be more damaging to your brand reputation than the comments themselves. This is because avoidance comes off as insincere, leading existing consumers to feel as though they are not a priority and that you only care about making the sale. Meanwhile, potential customers may see avoidance as a red flag, even if your other marketing efforts have convinced them to really consider a purchase.

Furthermore, customer complaints aren’t bound to review platforms. Negative content can show up in your search results for all to see. As a result, conversion-ready customers could decide to buy from your competitors.

To avoid damaging the reputation of your brand amongst existing and potential customers, put a plan into place to regularly monitor any reviews or comments that are made about your brand across the internet. Below, we’ve compiled some useful tips to leverage review management and boost your brand image.

Understand how online reviews work

There are many platforms to consider when managing reviews. Some reviews are more formal, like a comment or star rating on Facebook, Google Reviews, or Yelp. Others can be left in a comment on Facebook or Instagram, and can even be via a tweet on Twitter.

Don’t forget to check your direct messages (DMs), too– it is still just as important to foster this channel of communication even if it isn’t public-facing. This one-on-one interaction not only encourages repeat purchases, but it also does wonders for attracting new customers in terms of word-of-mouth recognition. Outside of the large platforms mentioned above, do a Google search of your organization’s name and relative keywords to find other places that may be collecting reviews.

According to BrightLocal, the average consumer reads at least 10 reviews before feeling as though they are able to trust a business. But don’t panic if you have one or two negative reviews. Review profiles that are 100% positive can come off to potential customers as fabricated, and consequently, untrustworthy. Negative reviews are inevitable for every brand, so treat them as an opportunity to improve your business. Doing so shows potential customers that you’re listening and that you care about their experience with your brand.

Remember, not all negative reviews come from so-called internet trolls. So before you jump to conclusions, sort out the fakes from the legitimate complaints. Real customers tend to make a more compellingargument for their grievances with plenty of details. Fakes, on the other hand, are most often filled with general statements, like “the food was terrible,” or “the staff was rude.”

If you see that a complaint is rational, it's a chance not only to respond and turn this angry customer into a happy one but also to see what's going wrong in your business.

Long story short, negative yet rational feedback from customers helps you spot problems and fix them to prevent further complaints. It's an opportunity for you to grow. Doing so shows potential customers that you care about communication and are dedicated to ensuring the satisfaction of your customers.

Use reviews as an opportunity to communicate with customers

Ecommerce brands have many advantages over brick and mortar entities. For example, set up and maintenance is usually quicker and easier, overhead costs tend to be lower, and you have the potential for reaching a wider audience.

There are, however, a few drawbacks to operating your business solely online. For instance, customer communication can lose its personalization without face-to-face contact. At times, this can make it more difficult to leverage brand experience in hopes of developing customer loyalty, especially if their comments and messages go unnoticed.

Responding to comments and reviews in real-time helps to fill that void and build the lasting relationship every eCommerce brand strives for. When customers leave positive feedback, take the time to thank them so that they feel appreciated and connected with the brand. When customers leave negative feedback, be sincere in working with them to resolve their issues. Even though this interaction is happening behind screens, tried and true customer service best practices still come into play here:

• Listen first, then speak
• Make a customer feel as though they are right (even when they aren’t)
• How you say (or write) something is just as important as what is actually being said
• Follow up days later to ensure their issue has been resolved

It is equally as important to implement customer-first strategies in eCommerce as it is in a traditional storefront setting. Enhance customer personalization even further by investing in different customer service related tools like secure personalized payment forms and platforms that allow for the customization of eblasts and messaging.

Use reviews to improve your product, service, or processes

No one likes to receive a complaint, but oftentimes, they are necessary for growth. Customers can make valid observations and suggestions about your products, services, and processes that you may not have considered before. Pay close attention to these suggestions, especially if you find many customers are repeating the same thought points or suggestions.

Implementing customer-driven changes shows that you’re listening and that you genuinely care about their experience with your brand. If you do make a change to your business processes based on customer suggestions, be sure to communicate these changes across the board by highlighting them on your social media channels and within your marketing. This type of customer-firstmindset can help you improve your business across the board.

Use positive reviews as a marketing tool

Positive reviews can be a great marketing tool for your business. Show off kind words and testimonials from happy customers in your social media posts, eblasts, graphics, targeted ads, or promotional videos to increase your credibility with potential customers.

Using real testimonials from satisfied customers is an extremely effective way to convince potential buyers that your product and customer service can be trusted. Nielsonresearch suggests that “92% of people will trust a recommendation from a peer, and 70% of people will trust a recommendation from someone they don’t even know.” In other words, your company can sing it’s own praises until the cows come home, but advertising other’s praises of your company can be that extra nudge for potential customers who are currently sitting in the decision-making process.

How to generate more reviews

If you followed the first tip and searched your company’s name under all of the top review platforms, you may find that your current pool of reviews is rather sparse. Though you may feel a sense of relief that you have managed to go unscathed by negative comments, you will want to put a plan into place to start generating some reviews. Having no reviews can negatively impact your conversion rate, too.

Case in point– imagine that you’re looking at two similar properties on AirBnb for a future vacation. One with about 100 reviews– mostly positive with a couple of negative experiences mixed in. The other, slightly cheaper, but with no reviews at all. Which rental would you go with? It’s safe to say that most would choose the location that has reviews. Why? Despite having a handful of negative comments, the reviews provide a sense of security for the consumer. To choose the slightly cheaper option without reviews would feel like a risk since you aren’t provided with any validation of the services advertised.

It’s never too late to generate feedback! Start by offering incentives for customers who leave reviews– it could be something as simple as 10% off or free shipping on their next purchase. For a more direct approach, consider customizing your purchase confirmation emails. Here, you can thank them for their support and kindly ask for a review. Or, you could target returning customers with chat software encouraging reviews. Make it easy on them by including links to your major review platforms right in the prompt. Customers are more likely to leave a review when they don’t have to go too far out of their way.

Proper online review management should be an integral part of your eCommerce strategy. Even negative reviews are an avenue for growth! Managing feedback is an impactful way to create brand loyalty and keep existing customers coming back for future purchases.

Article Source: https://www.promotionworld.com/articles/ecommerce-sales/200619-optimizing-online-review-management-ecommerce-brands