Soti Vayena, Senior Digital Marketing Manager at WayMore, a business unit of AMD Telecom, looks at the part chatbots can play in an effective mobile strategy.
Today’s consumers are mobile-first, with mobile phone users far outnumbering laptop and PC users.
This progress has radically changed the way consumers communicate, replacing traditional interactions with online messaging. Undoubtedly, businesses have been forced to adapt to a new type of communication, in order to provide a seamless buyer’s journey and an excellent experience. They need to be present cross-channel and cross-device, in order to always be available to solve customer queries and questions. That is not always easy due to human limitations. And that is exactly where chatbots come in.
Chatbots, a great tool in conversational marketing, are designed to hold a conversation with human users and can be found everywhere, from smartphone apps for personal use to the company’s business website.
Chatbots are mobile optimized and they provide high user engagement. And users seem to have developed a great liking for them, signalling that they are here to stay!
- 56 per cent of people who would rather message than call customer service and an estimation
- 85 per cent of customer interactions to be handled without a human in a few years
- At least 30 per cent of consumers are enthusiastic about chatbots
WayMore helps companies optimize their marketing campaigns through intelligent products, like chatbots that elevate your customers’ experience, increase customer engagement, embrace scalability, and empower your brand.
Benefits of integrating chatbots into your mobile marketing strategy
By 2024, the chatbot market is expected to rise to $1.3bn (£920m). If you haven’t yet integrated a chatbot into your mobile marketing strategy, now is the time to do so. In the next few minutes, we will discuss why every business needs them in 2021. Let’s jump in!
Increased customer satisfaction with instant responses
Customers want answers and most of the time, they want them NOW. It’s common after all in the age of instant gratification.
Αs a marketer, your primary goal is to ensure your customers are satisfied. You should make them feel cared and valued throughout the complete sales cycle. Chatbots can instantly manage customer requests with accuracy. To add to this, their demand by customers has increased. By integrating them into your strategy you ensure that customers get the instant assistance they desire, which leads to increase in satisfaction.
Round-the-clock availability, less costs
The majority of customers expect a business to be available 24/7. Traditional customer support teams work for eight hours. So, to run a round-the-clock support system you need three teams working different shifts. Adding the resources needed to give support to customers around the clockcan prove way too costly for many companies. This is where chatbots excel, avoiding these costs.
As chatbots can answer any query or command instantly, your business can stay awake to customer issues throughout the day and night, without spending too much on customer support.
Better problem solving, more scalability
As stated, human beings have a certain limitation when it comes to handling multiple things at the same time. Often when handling beyond three to four tasks, we commit errors. Chatbots, on the other hand, will not. They can handle hundreds of queries at the same time, without errors.
Chatbots are capable of carrying on conversations with nearly an unlimited number of people simultaneously, offering a robust solution in handling customer queries. For a business that needs to handle many customer calls on similar issues or orders, chatbots are the ideal solution.
Chatbots can be configured to understand what customers are asking and to intelligently answer them. Through automation you can handle more customers than you could previously, scaling your business, while simultaneously looking out for the convenience of your customers.
Making sense of customer data
There is a lot of talk around big data in the marketing world. By communicating with customers, chatbots can help you collect a great amount of valuable customer data. With the help of AI, chatbots are able to learn from previous interactions and act on the collected data more quickly and effectively. They can predict intentions, provide recommendations and answers to keep existing customers engaged with brands and products, and also increase conversions.
Moreover, they provide customers with complete product details if needed, and suggest relevant content. As research has suggested consumers are even interested in receiving chatbot recommendations and advice this way.
Customers demand personalized experiences. And chatbots are great personalization marketing tools. By generating highly individualized messages to help customers in their journeys, chatbots can boost conversion rates in an unprecedented way.
With the help of AI, chatbots can provide media or product recommendations, personalize the channels consumers like to be contacted through, as well as the time they receive a message. AI adapts according to the feedback, personalizing communication and content accordingly.
Manage lead generation effectively
As more and more people chat with your messaging bot, artificial intelligence can start making smart decisions and provide dynamic communications automatically to all the users.
Through chatbots, you can engage your prospective customers using personalized messaging throughout their journey. Chatbots can qualify leads and guide them smoothly through the buyer’s journey. By asking them a couple of relevant questions, you can nurture them and provide customized solutions based on their answers, introduce your products to educate them, and eventually inspire them to make a purchase. This way leads feel appreciated rather than irritating.
Designing a chatbot for your business
With all that being said, now is the time to pick software to build your chatbot and integrate it into your mobile marketing strategy. Υou can choose between a simple predefined chatbot or an intelligent chatbot. Using WayMore’s innovative Chatbot Solutions, you can help your business create a powerful competitive advantage to stay ahead of your competition and differentiate your brand. Our solutions provide numerous benefits to both end-users and businesses. On the one hand they build and monetize a valuable audience, and on the other hand end-users enjoy a high-quality customer experience.
Regardless of the size of your business or industry, WayMore provides sophisticated and effective ways to all businesses that wish to instantly offer optimized customer communication to their existing clients. So, take advantage of chatbot innovation technology with its powerful features, provide a personalized experience to your audience, and engage your users before, during, and after critical decision-making points.
This article is written by Soti Vayena and originally published here