Chatbots are the latest trend in eCommerce. Everyone is thinking about it and every company is trying to figure out how to use it. However we want to believe that we are living in a world of smart automation like Google Assistant and Amazon Alexa, there are limits to what the chatbots of today can offer. That being said, chatbots are here to remain – and make our lives simpler as eCommerce marketers. This comes with a couple of caveats, of course.
What is a ChatBot?
Chatbots are small programs that help to automatically simulate customer interactions based on a set of predefined conditions, triggers, and/or events.
The use of chatbots has several advantages:
- They can be constructive and responsive.
- Each time, their responses are strong.
- They will immediately respond to customers.
- They will help you compile important data and benefit from the collected data as well.
- These can be used by various media such as Email, live chat, or even social media.
A chatbot’s very concept is nothing new. They’ve actually been around since the 1960s.
However, only a recent phenomenon is the use of chatbots to help businesses grow.
When consumers become more selective not only in the manner they choose to shop, but also in the way they want to connect to companies, most conventional online experiences are just not adequately efficient.
Chatbots in Future and Beyond:
Chatbots business applications for consumer goods are growing rapidly.
In reality, more than 50 per cent of consumers, according to a Facebook poll, claim they’re more likely to shop with a company they can link to via chat.
Buyers expect to be able to find the information they’re searching for with a click of a button and a blink of an eye. Frustration begins brewing when this is not done, and this can lead to a loss in revenue or even a loss of potential customers forever. To learn why chatbots can alleviate some of these challenges and enhance the user experience, they need to look at how consumers choose to communicate with business today.
We can see how email and telephone are still the dominant channels of communication for many customers. And while live chat, self-service, social media, and chatbots are relatively small in terms of raw volume, the growth of these channels is astounding.
The top 4 most annoying things about any online experience are:
- Places that are difficult to navigate (34%).
- Can’t get answers to simple questions (31%)
- Simple specifics of a hard-to-find company (28%).
- It takes too long (27 per cent) to seek facilities.
Because chatbots can help with the 4 most common frustrations such as getting simple things answered quickly or getting some basic information about a business, chatbots can easily perform basic frontline support tasks.
While going down the chatbot path for your company, an important rule to note is that chatbots are really industry-specific and there is currently no one-size-fits-all bot. Imagine a 24/7 customer service representative who is willing to welcome and speak knowledgeably, and it is highly scalable and an easy way to engage consumers and build new relationships via conversational advertising.
Chatbots are still known to be an emerging technology, but they evolve quickly and become a standard in the customer service, sales and marketing operations of many companies.
That said, there are still a number of current generation chatbots in their adolescence– they have big ambitions, yet they lack the experience or knowledge to execute.
The road of grandeur is not a path to redemption.