For developing business on the internet, companies create websites, which help them provide information about their products and services to a large audience.
By automating the process of purchasing a product or service—by adding a huge number of photos and videos, creating a detailed description of the product, and providing comfortable payment methods—you cover only a part of the audience, but what about the other part that has questions and needs additional advice?
It is great when customers want to ask about your service or product. It means that they are interested in your product. This is what you wanted to do! And there is one important thing: the company needs to answer requests in 30 seconds. There is no need to answer the questions; just greet. (but just to say "Hello")?
Nowadays, people do not want to wait, so if they don’t get a product from you, they get it from your competitors faster and even cheaper. And they will never come back to you for the next purchase.
A company with limited resources often has an important question: what is the best way to proceed? Human resources in a company are finite, and the manager is not always able to respond to requests immediately, nor does he or she work around the clock. This question is on the table for SME businesses that do not require a large staff to provide customer support 24 hours a day.
Such a situation usually arises when customers contact a company via social Media. At this point, the company devotes all of its resources to requests received via email, phone call, or other tasks, and only then begins to respond to messages on Facebook or other messengers.As a result, a customer gets lost the same way a client who loses interest in your product does.
Social Chatbots can help solve these issues.
You will find information below about how to use chatbots to not lose your customers.
1. Usually, clients ask the same questions.
To optimize the customer support department, the Chatbot can answer FAQ. For example, terms for delivery, additional tax, the price to call a specialist at home, or the price of the first consultation.
2. The chatbot can connect with the manager.
If the user doesn't get the answer he needs or is looking for more detailed information, the Chatbot can offer to connect a to the manager who can provide the required information. If the manager is absent or busy, the Chatbot informs the prospect that the manager will contact him later.
3. A manager who can answer general questions is usually the first to contact a customer.
After the user describes what does he/she needs, the manager transfers the chat to a specialist. It takes time, and it's annoying. To help the client start a conversation with the right specialist right away, using the Chatbot, the client can choose the direction in which he needs to get advice, for example, with a sales department specialist or with a technical support specialist. It helps the customer receive the required information faster.
4. Chatbot can be implemented on the website.
If you implement a Facebook Chatbot to the website as well, there is no need to use other services to chat.
5. No need to visit a website to start a Chat
If a user finds your company on Facebook, and has questions, he/she can ask them directly on your page. And if you offer a "buy online" option, your customer has the opportunity to purchase your product or service on your Facebook page.
6. Each client assesses the manager and provides data.
Automatic answering avoids the human factor and increases the quality of customer support.
Such a simple tool as Chatbot allows you to keep your customers, foster customer loyalty, provide required information, and automate this process.