Why You Need a Chatbot

Despite the growth in modern technologies, and easily accessible information, every now and then, brand’s will occasionally need to answer questions or queries from their clients or customers. What happens then?

User expectations have changed a lot over the last couple of years. Therefore, only brands who do not mind going the extra mile for their customers will stand out from the crowd.

One of the best ways to do this would be inserting new elements into already existing tools to improve user experience. Hence using live chat.

A chatbot is an AI-based technology that uses instant messaging to chat in real-time.

As eCommerce continues to surge and many customers continue to adjust their purchasing habits towards online and virtual channels, data has shown us that a growing number of businesses prefer to use these virtual assistants because they can help customers to pose their questions with relative ease and also execute conversions.

There are many advantages of interacting with customers with chatbots. Firstly, they are responsive any time of the day, they can offer outstanding customer service.

When communicating with a customer the chatbot represents the brand, thereby emphasizing and building the company’s brand and image.

Research has also shown that chatbot does not only serve as a link between services and their users but can also help to boost conversion rates when well-optimized.

Despite the fact that many brands are adopting this technology, new updates keep coming up and with more future development the potential for chatbots is unlimited.

For organizations that believe in going the extra distance for their customers, a chatbot is a great way to make them stand out from the competition.

Written by Eniola Philips-Oki. First published in NEXTGEN, a weekly newsletter of SBI Media Limited.

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