According to him produced in January 2021 by We Are Social and Hootsuite, Worldwide, 90.4% of users between the ages of 16 and 64 visit virtual stores, while 76.8% make purchases online.
Consumers, more demanding and demanding, search, consult, compare and consult again to clear up their doubts before making a purchase online.
In that sense, online stores -virtual windows and digital sales channels for brands- must be optimized and prepared to quickly meet the needs of potential buyers. And this includes customer service.
You’ve probably ever visited one and been greeted graciously by a “person” saying that they were available to help you. You may or may not have talked to her. But did you wonder if she was really a person like you or me, or if she was a robot? 🤯 I don’t want to disappoint you but it was a chatbot.
Bot, chatbot, what is it about?
According to the Royal Spanish Academy (RAE), the term bot -apheresis shortening of the word robot- is used in reference to a computer program that automatically performs certain tasks.
So is a chatbot a robot? Correct. But not just any robot, we are going to explain it to you below.
Chatbot is a noun created by acronym, that is, the union of letters or syllables of two words. In this case, from the words “chat” and “bot”, which derives from robot, as we mentioned earlier.
So what is a chatbot and what is it for?
A chatbotalso called chatbot, is a computer program based on artificial intelligence (AI) that is characterized by proactively and automatically initiate conversations with website users and visitors to assist you with any queries you may have. These queries can be about the products or services offered by the company and can even encourage them to carry out a certain action.
He was developed in 1966 by Joseph Weizenbaum, Professor of Computer Science at the Massachusetts Institute of Technology, considered one of the fathers of cybernetics.
How do chatbots work?
There are different types of chatbots. Among the most significant are those linked to the Customer Supportthat offer information about certain products or services answering user questions.
On the other hand, there are chatbots that generate leads or customers who, through simple questions, capture the contact details of potential customers to be able to be approached later by the commercial team.
The conversation is established by text, although some more sophisticated models incorporate voice messages and even video.
Chatbot developers are real (yes, real) people who analyze huge volumes of data so that the bot “learns” to understand and correctly answer what users want to know.
Let’s see the following example: if different people are browsing an online store and consult “When do you ship the product?, “Do you deliver on Saturdays?”, “Where can I pick up my order?”humans understand that they are questions related to the shipment of the product in question.
On the other hand, if users query “How do I buy?”, “I want to buy”, “How do I make the purchase?”they are clearly interested in acquiring our product or service.
How many different ways can we refer to the same idea? Many. So he crux of the issue is power associate all these phrases with the same meaning. That requires intelligence; and since that intelligence is produced by people and the medium is a computer, we say that chatbots are powered by artificial intelligence.
Advantages of having a chatbot in your online store
Do you often notice that users make the same queries in your ecommerce? Stock, shipments, warranty, return policies, among others. Of course you have to provide an excellent and potential, however answer each of these questions repeatedly takes away your time to perform other relevant tasks.
Automating customer service tasks with a chatbot will allow you to:
- respond quickly Frequently asked questions from visitors to your online store.
- Serve users inside and outside business hours by personalizing messages.
- improve the your customers’ experience since they will have immediate answers.
- Release your sales team of dispensable processes.
- Invest time better on more relevant tasks.
In this way, a chatbot can become a . How is this?
In addition to immediately responding to the queries of your potential customers (and helping them to complete the purchase faster), the incorporation of a chatbot in your virtual store will allow you to chat 24/7 with all your visitors while capturing their contact information. What do we mean by this? As the conversation develops, the chatbot will ask the user for her name, phone number, email, among other relevant information.
It is possible to customize the conversation flow of the chatbot according to the needs of your business, and we recommend that it be so. Later, you will be able to approach your potential clients and generate sales opportunities.
In addition, according to the analyzes carried out by Cliengo, a has 3 times better conversion than a contact form. Forms are often cold, unattractive, and sometimes tedious, not to mention they don’t offer an instant response.
So, what are you waiting for to add a chatbot to your online store? 🙂
Adapt the conversation to generate rich contacts
What is a lead and what is a rich lead? A lead or potential customer is that user who enters your online store and ceases to be anonymous, that is, share their personal data with you (name and surname) and contact (phone, email).
A lead enriched is he who, In addition, he shares more details about his query. For example, if you want more information about a certain product, how to make a purchase, payment methods, shipping policy, etc.
You can collect all this information through a chatbot, generating leads and enriched leads to provide more information to your sales teamwhich will then contact the user to follow up and increase the chances of sale.
So now you know: by adding a chatbot to your digital strategy, you can start conversations with the visitors of your store that, later, can translate into an increase in your billing. Are you ready to implement it in your online business? 😉
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