Chatbot Report 2018

2018 the year that brands need to start thinking about social media bots:

Improved Customer Service

A survey shows that 83% of online shoppers need support during shopping. So, your customers may require help trying to understand which products fit their needs/budgets any time of the day. A chatbot will provide real-time assistance like a sales person in a real store,
offer an interactive communication where they also ask questions to understand the real problem. Using text and voice, they can present customers rich content with product pages, images, videos etc. This means that a chatbot will provide an extensive customer assistance, always-available customer support and proactive customer interaction.

Better Engagement:

It is important to keep your customers engaged with your brand and this is why companies are using social media marketing. Engaging customers through social media will increase your sales by 20% to 40%. While this sounds good, a chatbot will definitely add to the experience because a character driven experience to the customers helps in better engagement.

Cost Effecient:

Implementing afull functioning chatbot is way cheaper and faster than creating a cross platform app or hiring employees for each task. Since chatbots are automated solutions, they allow organizations to handle many customers at once, and simultaneously. By “employing” chatbots that complements human agents, you will not only save on employee costs but you will also avoid the problems caused by human errors.

Monitoring Consumer Data and Gaining Insights:

Chatbots are great tools to communicate with customers. With the feedback they collect through simple questions, you can make improvements on your services/products, you can also them to track purchasing patterns and consumer behaviours by monitoring user data. Monitoring user data helps a company to decide “which products to market differently, which to market more and which to redevelop”.

Rapid and Increasing Growth in Messenger apps:

65% of smartphone users don’t download new apps in a month. Since users have their core apps such as Facebook, Whatsapp, Messenger etc, they hardly download new ones. Therefore, integrating your own chatbot into one of the popular platforms that your customers use daily, can be better than building a new app by saving money and time (take your product/service to where your consumers are spending their time).

Users are spending more time on messaging apps like Messenger, Whatsapp, Skype, WeChat, and others. Using Chatbots in messaging platforms allow brands to interact personally.

Messaging apps will soon leverage on technologies such as chatbot to deliver smarter and better engagement with the customers. When used in the right effective way Messenger apps can leverage business.

In conclusion, the biggest advantages of chatbots include being able to reach a broad audience on messenger apps, as well as the ability to automate personalized messages.

But who exactly is using chatbots? It looks like Millennials are the main culprits. 58% of Millenials have used a chatbot before and 71% say they would try interacting with a chatbot from a major brand, according to a survey by Retale.

With this coveted demographic on board, it’s only a matter of time before AI assistants become the new normal.