Customer engagement has definitely evolved since we depended only on word of mouth and brick and mortar businesses.
The growth of the digital world has no doubt affects how we interact and engage with our potential and current customers. Chatbots, one of the biggest trends in the industry, have also adapted to developing technologies and how humans expect to interact with brands.
What is a chatbot?
A chatbot is an interactive AI technology that can be embedded into a brand’s website to automatically communicate with visitors and, hopefully, help motivate them to convert. They’re there 24/7 and can answer questions and screen inquiries when you can’t be. What was once a computerized, sometimes frustrating, addition to a website, has become one of the most useful techniques for engaging with customers quickly and efficiently.
What is the future of chatbots?
Millennials have become the largest population within the workforce and, therefore, the ones with the money power to purchase many, if not most, of the products currently on the market. According to Chatbot Magazine, 67% of millennials would prefer purchasing from a brand that properly utilizes chatbots (that is, to be less of a nuisance that pops up on every page and more of an effective mode of easily making purchases, etc.). In that regard, the future of chatbots is going to offer chatters the ability to make simple purchases from right there within the chat’s screen. Not only that but AI tech being used to automatically chat with customers via social media will also be able to complete conversions as well.
This means:
- Potential and current customers become engaged almost immediately.
- There is a far less chance of customers being lost or abandoning their “carts” before the purchase is completed.
- Those customers who have serious inquiries can be led to a customer service agent who can help immediately instead of being put on hold while questions that could have been answered by chatbots hold up the lines.
- Customer satisfaction and loyalty to a brand are increased because of the quick and streamlined engagement process.
An excellent example of the future of chatbots are brands incorporating the ability to make purchases directly within a chat screen, such as with Facebook. Or even opt-in text messages that can communicate and quickly change services and settings through mobile.
How brands are developing the customer acquisition process continues to adapt to how customers want to be acquired. Gone are the days of “in your face” advertisements that question the viewer’s intelligence and ability to make wise decisions. In its place are opportunities for businesses to truly grow their audience base and customer relationships through technological advancement.
