About a year ago, when we discussed the chatbot requirements with clients, most wanted to automate the processes that are part of their mainstream business operations. They couldn’t specify the absolute requirement and blueprint. The main reason may be that they may not have enough references for their industry vertical-related use cases. Also, it is taking too much time to close the project and kick off the development. As an abstract, the buying confidence was too low.
Nowadays, the situation is changing from ‘good to have’ to ‘must to have.’ But not exactly the mainstream business operations. But the adoption is to handle periphery systems like customer support, lead generation, customer onboarding, self-help process, etc.
Let’s take a deep dive into the use cases:
Customer support bot:
- Most customer support operations include repetitive actions and processes. Based on the FAQs and brand information, we can train the bot to answer most of the repetitive questions handled by the support team.
- It can handle queries related to user-specific information such as e-wallet balance, shipment/ delivery status, purchase history, etc.
- From FAQ bot can answer process-related queries, pricing-associated queries, and questions specific to the brand (‘About us’ information).
- Self-learning approach: The bot can capture all the unanswered questions and update the FAQ.
- Bot to customer support team transfer: If the user inquires, a human interaction bot will quickly transfer control to the customer support team. The chat transfer can also be done if the bot gets stumped.
Lead generation:
- The bot can walk the customers through the products and offerings.
- The bot can also collect customer requirements over chat by establishing a relevant conversation thread.
- E.g., A travel bot can probe a user by asking about their travel purpose, such as Vacation, romantic trip, solo trip, etc., then proceed with travel dates, destination, and mode of travel.
- After collecting all the above information, the bot can ask for lead information such as name, email, phone number, etc.
- Spectate the visitor-bot interaction- Inside sales team members can spectate bot user interaction and take control if they feel the user-bot interaction is not going in the correct direction.
These are the two primary use cases our prospective customers are inquiring about these days. Also, most of them are converted into Proof of concept-based engagements and live projects. Another central area is WhatsApp chatbots. You can now deploy chatbots in WhatsApp for a dollar per day.
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Frequently Asked Questions?
How can chatbots benefit my brand?
Chatbots can provide businesses with a more efficient, cost-effective, and personalized way of interacting with customers, improving customer satisfaction, and ultimately benefiting your brand.
Can chatbots be customized to match a brand’s identity?
Yes, chatbots can be customized in terms of design, language, tone, and personality to align with a brand’s identity and provide a cohesive brand experience.
Can chatbots deliver consistent brand messaging?
Yes, chatbots can deliver consistent brand messaging by being programmed with predefined responses and a consistent tone that aligns with the brand’s voice and values.
Can chatbots collect valuable user feedback for branding purposes?
Yes, chatbots can collect user feedback through surveys or feedback prompts, allowing brands to gather valuable insights to improve products, services, or the overall brand experience.
How can chatbots be integrated into social media platforms for branding?
Chatbots can be integrated into social media platforms to engage with users, answer inquiries, provide customer support, offer personalized recommendations, and drive brand awareness and engagement.
How can chatbots enhance brand engagement?
Chatbots can enhance brand engagement by offering personalized recommendations, providing relevant information, answering queries, and creating interactive conversations that keep users engaged with the brand.
How can chatbots contribute to brand loyalty?
Chatbots can contribute to brand loyalty by providing personalized experiences, resolving customer issues promptly, offering exclusive deals or rewards, and creating a positive and memorable interaction with the brand.
Can chatbots provide product recommendations based on user preferences?
Yes, chatbots can analyze user preferences and behavior to offer personalized product recommendations, enhancing the user experience and driving sales for the brand.
How can a lead generation chatbot help with lead nurturing?
A lead generation chatbot can help with lead nurturing by providing personalized recommendations, delivering targeted content, and offering follow-up calls or demos. Also, a generation chatbot can help automate the lead nurturing process, ensuring that leads receive the right messages at the right time, which can lead to increased conversions and revenue for your business.
