Communications today have opened a window so that consumers, through different digital channels, have contact with companies. This is not a current trend, since many decades traditional media such as the call center They have met certain goals.
Today, there is no room for obsolete media and a better form of communication has been implemented: chatbots. Surely you have already heard about them, but you are not very immersed in the subject or perhaps you still do not handle its importance.
Therefore, we are going to dedicate this space so that learn a little more about chatbots, their relationship with marketing strategies, what this service is about, under which platforms they are supported and the benefits that brings both for the company and for consumers.
What is a chatbot?
Without intending to go into the formalism of technical language, we are going to give you a concept with simpler words. Chatbots or conversational bots, as they are also known, are assistants that communicate with users in different parts of the world through scheduled text messages. This, according to the programming, is taking shape to the point that users entrust their needs and/or problems to a virtual assistant.
This technology is part of the communication tools to maintain a stable relationship between the company and consumers.. Through software, the messaging system is integrated and mass platforms such as social networks are used to reach more people. It’s more of a system allows you to resolve doubts, self-manage, confirm information and solve small problems, without a person answering.
This is perfect because requests can be processed and resolve certain circumstances in real time at any time of the day. Therefore, there is talk of a tool that interacts with regular users and commercial customers to be able to guide them to meet their needs.
Surely you will think, but Isn’t this what call centers do? Well, to a certain extent, yes. Only this time there are no schedules, you don’t have to wait in line for personalized attention, you don’t have minute limits and you manage your situation yourself. In addition, you do not require an extra investment because the platforms and applications that you use daily are used.
Benefits of using a chatbot
Every time more companies are convinced that chatbots are an active part of the organization. This is confirmed every day and consumers appreciate it and remain loyal to the brand or discover new alternatives.
Among the benefits of using a chatbot are:
Immediate response
The chatbot and its immediate response capacity is the main reason for its success. People love this because they manage to have information without personalizing themselves or waiting for an operator to attend to you. Through questions and answers, a connection is created between the brand and the userwith a high response capacity, without protocols from your device and wherever you are.
Also, a control and a record of the real expectations of the consumers is kept and this encourages the improvement of the products, complement services and many other things. This is very valuable to be able to be within the market and at the same time on a par with the competition.
Data collection
Market studies and data updating many times it bothers users, who for multiple reasons do not like to give personal information. Through the chatbot, in a friendly way, data is extracted and collected for many internal purposes. In the same way, the client with greater confidence and without pressure, rather naturally, offers personal and valuable information for the company.
Improve the image of the company
More than improving the company’s image, it places it at the center of the market game and gives added value. This action, without a doubt, increases consumer confidence and through this space calms customer anxiety and manages to take personalized attention to another level. A company that opens a 24/7 communication channel offers a different experienceto which you can give a call center Monday to Saturday during restricted hours.
Types of chatbot that exist
The chatbots, depending on the programming and designcan be of two typesthey drive the experience and drive easy-to-understand interfaces for anyone to benefit from.
Among them are:
- simple chatbots: This type of chatbot is programmed by keywords (words with the highest traffic) and a series of commands are used to give some answers. The systematic setting and the previous study they allow users to get answers immediately. But if you use a word that is not in the vocabulary, you get no response. Although they have also thought about that and due to the lack of compression, they are invited to formulate again or another message is displayed with a list of options.
- smart chatbots: these are a bit more complex and the designs are accompanied by artificial intelligence. Here you don’t work with keywords like the simple chatbot, instead, you use a kind of “live chat” that responds with suggestions to be able to capture the user’s idea and provide solutions. A dialogue begins as if there were an operator behind it and a more “human” connection is achieved that is better received by consumers.
Best platforms to use a chatbot
Chatbots are not only marking a before and after in customer service, but also They have also given rise to various platforms to create their own chatbots.
Among these are:
Every day more companies redirect their customer service center to the chatbots offered by WhatsApp. This tool is increasingly used by more people and companiesthey contact the company and as soon as it opens, a welcome message and a list of various options are displayed.
More than 90% of people get clear answers, the rest have more complex requests and if they require more personalized attention and in some cases it is passed to an operator. Or perhaps a phone call is made to solve.
Telegram
Telegram works the same as WhatsApp, and it is even much more popular because in recent years this platform has been increasing its followers. In particular, the chatbot offered by the platform handles a complete HTTP interfaceit is easy to use and in a certain way the programmers have designed and updated settings to be able to fully achieve their objective.
discord
The Discord chatbot is multifunctional and is created based on artificial intelligence. This has the ability to assist all kinds of tasks and the best thing is that you don’t have to spend a lot of time on it. In the same way, use a template that gives the option to customize according to each need.
WordPress
wordpress, For its part, it does not have its own chatbot, but it does serves as a host for dozens of chatbots originated from a plug-in. So, if you have one created, you can include it without any inconvenience and it does not affect the functionality of the web or slow it down.
Best tools to create a chatbot
Now, we are going to show you the best tools to design a chatbot. Unlike other platforms, these allow you several options and give you the opportunity to stay from one program to different places.
Among the most prominent are:
Chatbot for Facebook Messenger
this platform comes hosting chatbot for some time with excellent results. and develop them according to each need. In turn, it offers the opportunity to implement promotions, discounts and new product launches in its spaces. In addition, users give their approval to be contacted through the phone numbers.
botsify.com
This platform offers various plug-ins that can be integrated into any platform. It operates a simple interface that collects many phrases and words as users interact. This is perfect because it applies artificial intelligence and increases the possibilities to reach more people effectively.
bounce me
Many experts say that it is the best tool to create a bot without wasting time. Its operation is based on training and according to the information that is entered, this It expands the information and prepares for new visitors. What has been learned is used in the next user and so on.
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