Chatbots are fascinating and intimidating at the same time. The former because it’s a novelty at the moment, like for anyone who hasn’t really figured it out yet, and it seems like pretty sophisticated software. This is also why it seems intimidating to many.
Most of the time, until we understand something, we are always careful. In this article we explain exactly why chatbots are important in digital marketing.
What is a chatbot?
Chatbots are designed to personalize the user experience. They are programs that get in touch with customers by programming responses programmed into them. This means that they reply the same way every time, but their messages vary depending on the customer’s replies.
Chatbots use chat media such as SMS texts, Facebook Messenger, website chat windows, etc. to send and receive messages. They are of different types. Funny and stupid ones like Cleverbot learn on the go when they deal with real people.
How effective are chatbots?
Do you know that 56% of people prefer messaging to customer service? This is one of the most important points for a chatbot to be effective. Often times, an effective conversation can lead to conversion. It could be exactly what your website or marketing strategy requires to increase conversions.
They have proven extremely useful in automating business processes.
They significantly improve customer service.
They help to get high quality leads that often lead to conversions.
How do I get started with chatbots?
After you have a little idea of what a chatbot can do, follow these steps to get started:
1. Set goals and choose a platform
Because chatbots can be used for such a wide variety of purposes, it’s difficult to narrow them down to just one. Do you want to improve customer service issues or get new leads? Promote a new product or something else? Find out.
After that, start by choosing the platform on which you want to place your bot. This is because the conversations with different platforms are different.
2. Create your content strategy
You need to work on the content that you program into your chatbot so that it can forward it to your customers. This content will of course vary from destination to destination.
Think about Frequently Asked Questions (FAQs) by putting yourself in the shoes of your customers and don’t forget to include pictures in your content. This can really improve the quality of the message (s).
3. Work on developing your bot’s personality
This is where you need to get creative. Your chatbot needs to have a personality and a voice. It could be serious, or it could be quirky or goofy. Depending on how you think, the best way to get the message across is to get the message across.
4. Start tracking customer journeys
Based on the product or service, create customer journeys based on the questions you think might follow after the first round of talks.
This will help you prepare answers according to the questions customers are most likely to ask and in what order.
5. Come up with a great opening message and answers
Make sure the opening message is amazing and catches their attention from the start. This should depend on the personality you are creating for your chatbot. Then work on finding the best possible answers.
After processing the customer trips, list the questions and answer them one by one. Each answer should include all of the details that customers need to know in one way or another.
6. Add CTA notes for the audience
The final step or round of conversation that is used to program chatbots is calls to action. This means that you are telling customers what the next step will be for them.
This can result in them being directed to a specific product or page, or straight to the checkout page. There are different options depending on the purpose of the chatbot.
7. Test and monitor the chatbot
To make sure that all of your questions and answers are accurate, you need to test them regardless of what the customer is asking. All different ways of interaction should be tested.
After completing the test, you can make the chatbot live and then monitor its progress. If you discover that there are certain glitches or other problems, you can always correct your mistakes.
It’s easy to answer whether you should use chatbots. With the help of this program, your customers’ experience will be improved. It helps bridge the gap between your audience and your company, and isn’t that really what marketing is all about?
So, follow the steps given above and start using chatbots right away to better serve your customers and ultimately increase your sales.
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