At the center of every marketing strategy today is the customer, so much so that their experience with brands has become the greatest interest of those who work in the sector. Chatbots can improve the Customer Experience, offering services that meet consumer expectations. Most of the actions performed on smartphones have to do with instant messaging services which, combined with Artificial Intelligence and Machine Learning, has led to the birth of chatbots.
Chatbots are intelligence software with
which we can interact as if they were people: we can turn to them to carry out certain tasks, to search for information or to get answers to our questions. Chatbots are therefore IT programs with which to hold a conversation. Any of us has seen or used them on Facebook Messenger or other instant messaging chats, but also on websites or apps of some brands.
I have gone on the air and announced my finland phone number library telephone number at the Washington Post. I go into the night, talking to people, looking for things. The great dreaded thing every reporter lives with is what you don’t know. The source you didn’t go to. The phone call you didn’t return.
We can use chatbots: to automate quick
responses; to make conversations; to automatically correct information; as virtual assistants; to do quick searches on the internet. chatbot But how do chatbots answer all our questions and requests? The credit goes to two powerful technologies: Artificial Intelligence and Machine Learning that allow interaction with people and learning, over time, their tastes and preferences.
Thanks to constant progress, these systems
have gained the trust of companies and библиотека пользователя базы данных телеграмм have become increasingly sophisticated. Chatbots at the Service of Customer Experience According to a Spiceworks study published in Forbes, 40% of companies will use (or start using) chatbots by the end of 2019. Improved AI and human speech recognition will soon make it impossible to distinguish a conversation with a chatbot from one with a real person, taking customer service to the next level.
How? Chatbots will provide immediate answers
to consumer inquiries and provide useful bm lists information. Customer service via chatbot Chatbots, as mentioned, are becoming increasingly common in customer service for their ability to immediately provide efficient service to the consumer who approaches the brand with a complaint, a request for help or even a simple question.
Chatbots allow companies to respond
all day, every day, in less time and using fewer resources. There are different types of chatbots, although the most common is the one that combines robots and human customer service representatives. Machines tend to be the starting point for every interaction.
Based on the request, the bot tries to solve
the problem with the information it has available and if it is unable to do so, it passes the problem to an agent. customer service with chatbot This is a critical aspect that is worth dwelling on. In the Microsoft report, State of Global Customer Service of 2018, it is highlighted that companies that offer positive customer service have higher loyalty and retention rates.
Sales Assistants Chatbots can also be a useful
marketing & sales tool for e-commerce sites. Some brands have already developed software of this kind. Domino’s Pizza, for example, has created a bot through which the user simply writes “pizza” in the Facebook chat or asks Alexa or Google Home to receive it in a few minutes at the door.
Even for those who want to promote their
gastronomic offer, Pinterest can suggest the way. In the category, searches for homemade jams increased by 829% along with those for oat milk (+186%). This data can be valuable for developing future marketing campaigns. Social media is the key What does all this teach us? Without a doubt, the power of social media in the user research phase is very strong and still growing.
Soon the platforms could undergo another transformation, going from places to look for inspiration to places where purchases are completed. And while Instagram and Pinterest are not the only platforms on which this change will occur, their impact is enormous, considering that 97% of Millennials have posted videos or photos of their trips on them.
Social media has become the favorite
place for travelers looking for inspiration, but also for brands that want to capture their attention in the right place and at the right time. 3404
Websites that have more than one hotel can add a comparison tool that allows the user to view, in a single screen, the different facilities and services offered by each hotel. Additionally, if we offer the ability to save a booking before payment during a specific time period, we can send an email to undecided users and encourage them to complete the booking.
In conclusion, there are many mechanisms that can help increase the number of bookings in a hotel. But the truth is that there is no magic formula: what works for some may not work for others. So, how can you find out if these tips are right for your website? The answer is simple: test, measure and repeat .
There is a maxim in the world of technology, “ move fast and break things ” that has a special meaning in terms of usability or UX. The only way to confirm any hypothesis is to make changes and measure the results. I invite you to put this into practice with the techniques we have seen.
An excellent method to do this is through an A/B test, but we will talk about this another time.
Miniland now has a new challenge: strengthening its e-commerce and continuing to work on the positioning of the brand. We wish him good luck in his next adventure!
Another example is eBay’s ShopBot that is able to find the product we are looking for through a photo or a name. Bots at the service of the customer There is yet another type of bot, one that is primarily designed to provide useful information to a customer who is searching for a specific product or service from a brand and that returns information in real time.
One example of this type of bot is KLM’s bot. The Dutch airline launched a bot on Facebook Messenger called BlueBot, or BB, to help passengers with booking, keep them updated on the status of their flights and departure gate changes, and provide other data-driven information. The bot was born out of a need to help the customer service team, which had to handle more than 16,000 interactions with customers a week.
In the first six months, BB sent nearly two million messages to more than 500,000 passengers. And recently, KLM also connected its chatbot to Google Home. While 2019 is set to be the year of chatbot expansion, there is still a long way to go before they are accepted by customers.
According to some recent statistics, 45% of consumers consider chatbots to be “intruders” and 78% say the problem is the impersonal experience they offer. For this reason, it is important to work to ensure that customers have a pleasant and satisfying experience through this technology. Only in this way can chatbots contribute to improving the overall experience.
