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How Chatbots are Bringing Brands and Customers Closer Than Ever

As technology drastically progresses and as innovations in AI/AR advance, brands are investing in Chatbots to stay competitive in the digital marketing world while refusing to compromise on customer experience. The aim to leverage Chatbots for their primary use of automating as many processes as possible to gather enough information necessary to provide effective support is critical in ensuring customer satisfaction. According to Business Insider, 80 percent of businesses are already using bots, or plan to in the next year. Simply put, Chatbots are the future of marketing. 

Chatbots are computer programs built to automatically engage with customers to automate specific tasks— usually either through structured conversation or more customized answers. Both of these bots have been programmed to respond and adapt differently based on the customer’s needs while being approachable. Though we are only in its beginning stages of development, Chatbots already provide efficient services using a fundamental process: first connect, understand, refine, and then deliver.

This is mutually beneficial for both brands and consumers alike. According to Juniper Research, Chatbot Conversations to deliver $8 billion in cost savings by 2022. Creating a successful bridge between communication and commerce, research is conveniently analyzed while offering users exactly what they’re looking for through immediacy. 

Sprout Social explains that customers usually expect a response between 0-4 hours while brands typically take 10 hours to respond. With Chatbots, this is solved. Providing after-hours support, 24 hours a day, customers still have access to gain the information they need without having to rely on any other factors. This is, without a doubt, a scalable and reliable way to interact one-on-one with each individual filtering out the noise to get to the direct point.

Creating more personalized user experiences, chatbots are undeniably easier for consumers to gravitate towards. Bots sift through the endless stream of content to adhere to a consumer’s wants quickly and precisely. This cuts through content distribution strategies by creating positive experiences for the consumer by giving them what they want when they need it. By offering accurate solutions to their problems, Chatbots streamline the process. Cutting down on time, this is highly efficient in providing customer satisfaction. This, in turn, garners in higher engagement; by intuitively understanding and processing data, Chatbots assist brands to make data-driven decisions, as well as, a tool to analyze consumer behaviors. 

A study conducted by Facebook stated that: “56% of people would rather message than call customer service and 53% of people are more likely to shop with businesses they can message.” Meaning— acquiring customers and enabling transactions to become more expected. By automating content, room for error decreases exponentially; accuracy is more prevalent than ever before in a digital marketing world filled with unnecessary noise in between customer assistance. People often get irritated when they don’t seem to be connecting with a brand when they have a problem and Chatbots effortlessly, seamlessly eliminate the problem and provide solutions almost immediately.  

Built to be helpful, bots harness micro-decisions made by customers and collect insight on a consumer’s needs; this strengthens the connection of brand to the customer by honing in on that data— revolutionizing how a brand can learn feedback and behavior and turn that into smarter, more efficient interactions between both the brand and the consumer.

The framework for these bots is continuously being worked and improved on and within a few years, Chatbots will have more accessible features, hyper-personalization, and accurate delivery to ensure consumers are top priority— bringing brands and customers closer than ever. This is only the beginning of a future filled with highly intelligent AI Chatbots. Leaving us with only one question: will you be apart of history?

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