Exceed Customers’ expectations and give them the level of service they deserve, with an AI Chatbot
Being on Social Media is no longer a question, it’s a must, whether you’re an entrepreneur, small business owner, or a Multinational Enterprise. But this is not enough, our customers are more and more on their mobile devices and expect a 24/7 over the top service when using our online websites or talking to us through Social Media Platforms.
According to comScore
- “Mobile devices account for more than 60% of digital time in the majority of global markets”.
- “One in every three minutes on mobile is spent using a social app on a mobile device”.
Mobile devices have changed the way we do everything. They have become our primary tools and their importance cannot be ignored by any business. Using a phone is instinctively part of us.
Active mobile social users penetration worldwide is 39%, almost 3 billion people. As we could have guessed already USA is the number 1 ranked country with the most active mobile social users with 92% penetration and up to 8,7 million users (source: we are social)
Meeting Customer Expectations
Customers expect an immediate response. They are not just looking for information, value or convenience. Customers today are looking for immediate responses and great customer service experience, they expect the same level of service they receive from brands like Amazon and others.
Here are some predictions according to we are social for 2018:
1. More active conversation: “Social media platforms will (re) prioritise the interactions between people over passive media consumption.
2. Real World Integration: “Expect to see live messenger support and social payments integrated into more real-world settings”
Chatbots/Digital Agents are a great Solution to Engage your customers on Social Media and Guarantee a Great Customer Experience
Answering a complaint increases customer advocacy by as much as 25% (according to convince and convert.com), while not answering a complaint decreases customer advocacy it by 50%.
A Chatbot (Read more about Chatbot in What is a Chatbot?) allows your customer to get answers in real time. If you are running multinational operations, then time zones are a problem when communicating with your customers. Not answering promptly will result in a decrease of customer advocacy, less conversions, more drop offs and probably negative feedback on Social Media.
A Digital Agent aka “Chatbot” is an amazing tool to measure and collect information and It could be useful in order to:
- Understand and improve the performance of the content provided inside your website. Can you improve it? Is there any information missing in your website that customers are asking the Digital Agent constantly? Do you need to restructure your website?
- Make your product description and performance better according to your customer needs. Create more conversions and avoid drop off by making your product characteristics align with your client requirements and questions.
- Improve your Offering and discover new product opportunities. By using a Digital Agent you can find out new products that customers may have looked for on your website or Social Media but you didn’t offer yet.
Increase your engagement and customer loyalty by using Digital Agent
40% of customers expect a response within one hour on social media, this can help a customer from turning if you are using a subscription based service.
Loyalty programs based on subscription are huge now. Everyone needs to know their client, study their needs and understand their behavior. The best way to collect data is by making them give you this information and subscribe. A Digital Agent enhances the customer experience and generates a better value. It can even create trust and help your client decide whether to compromise with your company. Through this conversations a Chatbot can give a personal approach to every customer. Digital Agents can attract clients in a more personalized way.
