The rise of the chatbots

Helen Cox MarketingHave you ever heard of a chatbot? Perhaps not. But chances are that you would have had some dealings with them at some point. Want to know more about chatbots and why they are seemingly taking over B2B marketing? Read on!

What are chatbots?

Over the years, more and more companies have added messenger platforms to their websites. This gives customers a way to talk to a human, albeit virtually, about the product, service or any problems they may have.

Online chat has proven valuable for a variety of companies, however, it does mean that you need someone at the other end of the computer, at all times.

This is where the chatbots were invented. They are add-ons to the standard messenger platform that creates a sensible, intelligent response to a customer, yet is entirely automated.

That’s right, an automated response system that can actually give helpful answers. Now perhaps you can see the appeal? It basically means that you don’t have to be manning your website 24 hours a day.

Why are chatbots so popular?

The idea of talking to a robot is not something that most customers will like. There definitely is some truth to it, but in the most part, some customers may not even notice that they are talking to a chatbot. Even if they do. The ability to get useful answers, no matter the time of day, is something that is going to make customers happy rather than disgruntled.

Even if that answer is coming from an automated response system.

Think of it this way, if you have a problem, then chances are you are going to want it fixed as soon as possible. Will you mind where this help comes from? Probably not.

What they mean for business

Whilst the benefits of chatbots is huge for customers. They also have a vast amount of benefits for the companies who use them too. It means that your customer has access to a vast amount of information. Information that in the most part can help with simple queries. This reduces the amount of enquiries that you receive in, and cuts down on workload for your staff.

Not only this but having chatbots can mean that you don’t have to employ quite as many staff. Another massive saving for you as a company. All without it having an effect on the level of service that you can provide.

It is understandable to be concerned about using a chatbot for your business. But the truth is that it can actually be incredibly beneficial. Not only to you, but to your customers too. So, why not check them out for yourself or to speak to your friendly neighbourhood web developer?

Although chatbots are great I would advise having them as the first line of defence for queries and questions. Always make sure you give your clients the option to get in contact with you directly if they can’t find what they are looking for!

What do you think? Would you use a chatbot on your website?! Let me know your views in the comments section!

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