5 departments you should talk to before implementing a chatbot

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Chatting internally with your team should give you ideas as to where you should direct your efforts and what the end goal of the implementation is. Additionally, these conversations can help you understand the benefits a virtual agent can bring to different departments with your company.

These are the five departments you should sit down with before defining your use case. Think about what creates more value for your consumers and what fits into the behavior they currently have. If no one messages you to buy your product today a chatbot will be very slow at changing that and you are better off getting a quick win somewhere else.

Operations

40% of consumers prefer to use a messaging application for customer service than making a phone call. — Business Insider

Most times contacting a company is an ordeal for clients. Schedules may not coincide with opening hours. Time is crucial, a chatbot can provide 24/7 customer service and in a matter of minutes the client can answer their main concerns and reduce feelings of frustration with the brand.

A bot has the ability to automate operations and increase department efficiency. The bots could help solve up to 80% of the queries automatically and immediately, while the staff specializes in the resolution of more complex tasks.

Download the infographic. Learn about the evolution of contact centers:

Marketing

A study conducted by Socialbakers estimates that until 2013 companies took, on average, 600 minutes to respond to a private message; 10 hours! Some companies have taken measures such as Facebook’s automatic responses, but many others are still behind and have not been able to overcome their response rate.

With a chatbot, community managers can automate their branding actions and interaction with users. In addition to supporting social customer care, chatbots can also be programmed to track purchase patterns and monitor consumer data that allows you to create a Marketing Data Driven strategy.

Finally, Facebook Messenger promises to be the channel of sales chatbots, but other new channels such as WhatsApp are having more and more prominence in the relationship with customers.

Download the paper: Social customer care in the era of chatbots:

Sales

44% of consumers consider chatbots that can respond questions in real time with relation to a product as one of the most important features that a website can offer — Forrester Research.

Chatbots can become new sales channels. Conversational commerce will transform the purchasing process as customers will be able not only to search for products but also to complete their purchase in a single application. According to emarketer.com, 63% of respondents are willing to repurchase on a website if they offer live chat communication.

A study by the Baymard Institute found that almost 68% of all online shopping carts are abandoned. The reasons:

→ Long sign up processes

→ Payment security concerns

→ Lack of assistance in the search for a product.

Chatbots can help sales departments retain customers by calming their concerns, reducing friction and answering their sales questions before a purchase. Additionally, conversational commerce can boost sales by offering a simple and efficient experience. With a chatbot, a customer can complete a transaction, receive detailed information about a purchase, get instant attention and get shipping information post sale from a single app.

Customer experience

Omnichannel, real-time service and creating simple access to information where your customers need it has become a challenge. To improve experiences chatbots can work as the front line of your business via channels your customers use. Imagine receiving a text from your favorite brand letting you know your package has shipped or getting a message when your product is reaching the end of its lifespan to prompt repurchase. Bots have the power to revolutionize customer experience.

The Global Customer Experience Benchmarking Report analyzed the data of 1,351 large companies in the world and revealed that the customer experience connected through integrated multichannel solutions is the main trend for this 2017.

To manage a customer experience strategy technology is needed, and Gartner points out that in 2017, 50% of product investment projects will focus on innovations related to the customer experience.

Customer experience will benefit greatly when teams can finally create 360-degree experiences for their clients.

Technology

For the last five years, digital transformation has been a challenge to businesses. As trends shift and consumers focus attention on new mediums companies need to follow suit. According to Gartner, CIOs will have to redesign their infrastructure to integrate Artificial Intelligence (AI), robots and chatbots soon. Algorithms are being placed at center stage as a new driver behind competitive differentiators.

Those in charge of IT must design and deploy a whole new Digital Business technology platform. In fact, these “digital disruptors” are already transforming companies, which is why Gartner believes that they will become the next generators of new technology industries.

Involving the IT department is crucial to a successful implementation. Apart from covering the need for technological innovation, chatbots need an implementation to the correct backend to create an exceptional experience. To go the extra mile a chatbot needs to be fed by real-time customer data and needs to be able to input information directly into your databases.

If you still have doubts about how chatbots work and what benefits they can bring to each department, download our ebook: What they are and why they are revolutionizing digital commerce.

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