Adding a chatbot to your agency’s website is not a matter of “if” but “when.” Businesses have to stay one step ahead of the competition by reviewing their competitor’s online activities to see how they reach and interact with their customers.
At this point in the ecommerce story, the data shows online merchants are embracing chatbots. The global chatbot market is expected to reach $1.2 billion by 2025 with an annual growth rate of 24%, according to one study by Grand View Research. Another survey by Business Insider reports that 80% of businesses are currently using or planning to implement a chatbot by 2020.
The Ideal Agency Chatbot
The ideal agency chatbot would be designed to engage the prospect, just like in real life. It should start the conversation with the intention of finding the pain point of the customer’s business, then provide your agency’s solution.
For example, does your customer need more site traffic, better quality leads, to reduce cost per acquisition, to improve the brand, or overall marketing strategy? Through conversation, the chatbot confirms the agency can help with the issue. It can showcase studies etc. and then ask for contact information or send them a white paper.
Chatbots assist B2B customers with questions and support as well as gather user marketing data and, of course, get sales leads, demo sign ups, and registrations. The key in B2B chatbots is to engage the prospect and start them down the sales funnel.
Chatbots are going to become an integral part of online business and sales. Conversational chatbots provide some distinct advantages in sales, gaining leads, and providing customer service.
Why Implement a Chatbot
Here are seven reasons you should consider implementing a customized chatbot on your agency’s site:
- Chatbots don’t sleep:
The leading reason customers like chatbots isn’t because they are friendly or know the answers to everything, but because they are available 24/7. Unlike humans, they don’t need breaks, and they don’t go home at the end of the work day. This helps the customer who has a question at 3:00 am, as well as international clients’ hours outside your time zone.
- Chatbots allow instant responses for the customer:
The average customer posting a question expects a reply in four hours or less. The demands of business often make this impossible. Human employees have to juggle the rest of the business and sort through every inquiry, so if a response is ever made, the average minimum time is ten hours. Chatbots get around this problem. They are available to respond instantly with a wide range of customized answers to common questions. Over time, they are even able to provide answers to more complex problems.
- Chatbots can function as assistants:
Chatbots can help customers in more ways than one. They can do the job of sorting through the catalogue for the customer, making it easier to find the desired service. Chatbots can also be programmed to remember customer preferences and agency needs. Each time they return to the site, the chatbot is already ready with desired suggestions. They can also provide information, conversation, and even collect payment.
- Chatbots provide customizable customer service:
The history of trade and business has conversation at its core. To this day, speaking directly with a prospect greatly increases the chances of closing a sale. Research shows buyers want conversation just as much as sellers. In a market with so many competing options, great, friendly customer service may be the most important factor in closing the deal. Especially in younger generations where customer service and quality are often ranked more important than price.Chatbots allow for 24/7 access to customer support. They can function in a similar way to a live chat, answering questions and guiding choices in a professional, entertaining, prompt, and respectful manner.
- Chatbots let your employees do the work that’s needed:
Instead of employees spending hundreds of hours a month responding to the same inquiries, let chatbots manage them for you. This allows employees to spend time on projects of higher priority.
- Chatbots can collect Data and Leads without intruding:
Chatbots can help grow your business by collecting Data and Leads. They can even perform surveys. The use of conversational bots for this purpose is comfortable for the customer. Conversational chatbots guide the user through a set of questions as part of the conversation they’re already having, collecting data along the way.
- Users are Ready for Chatbots:
Research shows that users are readier and more willing to shop online with a bot. Implementing a chatbot places your business where your customers are hanging out – online, on their phones, and especially on social media. Your brand stays visible in the online world, which gives users more opportunities to see and purchase your product. The same chatbot can be on your website and social networks, which decreases development time.
What You Should Know About Chatbots and AI
If you’re thinking about adding a chatbot to your agency site to increase leads, remember both AI-based and rule-based chatbots have to learn. It takes time to collect intelligence about your customers to increase the intelligence of your bot. The longer you wait the more you will have to catch up with your competitors. You don’t have to be an engineer to set up your own chatbot either, so it’s worth looking into as a priority.
From a business perspective, the goals of a chatbot are to improve conversions, keep users engaged, and reduce support and customer service costs. From a customer perspective, the goal is to create a simple environment where users can research and purchase the service they need quickly and efficiently.