A chatbot is an assistant with which it is possible to communicate via text messages. Using this technology, the user is able to maintain a conversation using software that is myanmar b2b leads integrated into a messaging system, such as WhatsApp. The system is able to interact with the customer, resolving any queries that may arise and dispensing with the physical persons we were used to. In other words, they have the advantage of absolute availability, any day and any time.
With these tools, we can automatically interact with our potential customers to guide them on the path towards the action proposed as the company's objective.
Solutions to user problems with chatbotsThey are developed by artificial intelligence (AI) and machine learning, allowing them to learn and even acquire the habits and understand the preferences of our users. The conversational experience is very important for their implementation.
Using chatbots in our digital marketing strategy to attract customers to our website through conversational marketing has become one of the most common strategies used by companies. However, we must analyze the advantages and disadvantages, being cautious when adopting this technology.
The main advantages of using chatbots are:
Establish easy and immediate contact with users . The chatbot offers us a first contact in the field of digital sales, allowing us to automate our clients' questions and queries, as well as offering a service almost immediately that allows for great company-client interaction.
Obtaining customer data . It saves the preparation of forms and allows you to obtain relevant information from users in a way that is not only faster, but also much more social and efficient.
Improve the company's image . Achieving differentiation in a market that is overcrowded is a key point if we want to attract the customer's attention and offer them products with added value. Therefore, fostering the relationship with them and offering them a much more satisfactory experience, through a chatbot that resolves their doubts, favors and improves the vision they have of us.
In addition to all this, there is the cost optimization that is directly derived from the reduction in human intervention. With its implementation, not only is the service and customer satisfaction improved, but for the company, once the investment has been made, in the medium and long term it will mean a reduction in the cost of staff that would have to be made if we continued with the usual mechanism of having workers.
Business benefits of using chatbots
The implementation of this type of technology forces us to take into account the following disadvantages:
There is no 100% replacement for the physical person . Customer service as we are used to is still one of the difficulties that technology has not yet been able to overcome. The human touch, the closeness and warmth of speaking with a person makes many users reluctant to evolve technologically, preferring the traditional means that we have always used.
Queries that are difficult to predict or automate. Although chatbots can help us automate certain customer information that is relevant to us, there are still many limitations and query data to which their use is limited.
Sensitivity of services. Sensitive groups, such as medical consultations, tend to be more complicated sectors for the automation of responses, because, in many cases, not only a quick response is necessary, but also a response with specific knowledge, which chatbots, no matter how much they learn habits, will not have.
Aspects such as implementation time and the constant maintenance and optimization that chatbots need in relation to their source of knowledge are aspects that must be taken into account when making the decision of whether to use them or not. However, it is important to weigh up all the beneficial and harmful aspects they offer in order to make a decision that is as satisfactory as possible for the future of the company.
