In recent years, automation has reached sectors that, previously, were unimaginable. Technology has taken over almost everything, and the trend is that, in the coming years, the digital has even more space in people's lives, in the daily life of small businesses and large industries. One of the most used automated tools is thechatbots.It is through them that user experiences become better, while the company benefits, being able to increase and have a positive impact even on the Return on Investment (ROI)
The tool has a projected growth of over 20% by 2028, according to a survey conducted by the company Markets and Markets. Bots have various functions and, most of the time, perform tasks that, if done by human labor, they would take much longer and remove a person from any other role that required a human being. Furthermore, they can meet simultaneous demands, something almost impossible for a person
Facilities ofchatbot
THEI use twochatbotsbrings countless benefits, like the availability 24 hours a day, simultaneous message sending, agility in demands, scheduling, among others. Discover the conveniences that this technology can provide to companies and businesses
Automatic responses:perhaps the main function ofchatbotsin companies whether it is sending messages to customers or users. This feature operates simply: the interested person sends a message to a number or another social network, and a pre-programmed response is forwarded. From this answer, other actions can be taken, how to send photos, videos, clickable links, among others
The importance of agility in service and response time lies in several factors, with the main focus being customer satisfaction. A buyer who receives quick and functional responses is much more likely to complete the purchase or carry out the service, compared to businesses that do not have a chatbot. Some programs can be made to provide an informative model, serving as a channel for questions for those who seek it
Pre and post-sales:the phrase "the customer becomes loyal after service" has never made so much sense. The experience of selling or hiring a service begins with the first contact, when thechatbotis triggered for the first time, and lasts for days after the purchase. In a hair salon, for example, the tool can be used at three moments: scheduling, confirmation of the schedule days before the appointment and, in the post-service, sending tips or requesting feedback
In cases of product sales, the logic of the follow-up is the same. It is possible to schedule the sending of messages asking about the product, checking if everything is okay with the use or, even, after weeks, offering discounts or presenting new products. These simple interactions keep the customer engaged with the brand even after the purchase is completed
Paymentpayment made, the technology allows the order to be invoiced, changing the status and even moving the client to a different area within the management panel. In this way, and with the panel, the entrepreneur is able to observe the sales flow as a whole and understand more about their own business
AKommo, Management System, has theSalesBot, that allows creating the so-calledbots in a practical way and without codes. It allows messages to be created and sent after a specific user command, maintaining a flow of conversation. In addition to sending the collected data to a dashboard. "This differential allows you to have more control over leads and clients", with more ease and time savings, highlightsGabriel Motta, Kommo speaker in LATAM
Feedback collection:the receipt of insights from buyers is basically the follow-up execution. That is to say, after a few days of purchasing the product or performing the service, the bot can be scheduled to contact the customer and understand how the experience was, everything went well and also request personalized feedback on the service
It may seem like something simple, but having this channel with the consumer makes them feel that, on the other side, there is a company concerned about your opinion and your well-being. If the feedback is negative, receiving it directly in a private messaging channel prevents the complaint from being publicly posted on other social networks, thus avoiding a possible crisis and providing a quick resolution to the problem
Monitoring ofleads:the more data,the results will be better. This logic also applies to companies. A practical and technological way to understand the behavior of customers or future buyers is through theleads. The submission of a simple form, catalog of products or services, informative content, among other types of messages, can measure what the target audience is looking for
Youleadsare a great tool for entrepreneurs to manage the business, but the improvement also benefits the consumer, that receives personalized content and messages, in addition to practical service aligned with your interests
As thechatbot helps increase ROI
Various facilities and benefits for the customer and their experience have already been mentioned, but the improvements that thechatbotbrings to the company are also highlighted. The increase in ROI is the main, encompassing all the positive aspects of technology. The operational efficiency of automation results in savings, because, with the automatic responses, employees who would be hired for this role may not be necessary. In large companies, the cost reduction is even greater, since the more employees, the largest expenses are with salaries, training and infrastructure
Another convenience is related to possible errors, because humans are much more susceptible than machines. With a tool to create budgets, schedule appointments or ensure that all clients are contacted, the probability that this occurs correctly and orderly is much greater. When there is an error, it is necessary to fix it, whether redoing the work or reorganizing the entire planning, what takes time
"There are factors that seem small", but that influence the increase in your company's productivity, and consequently, the ROI. Factors such as quality of customer service, response time, organization in lead management and team management. All of this is improved with the use ofChatbot”, complements Gabriel, from Kommo.
The facility also allows data to be collected and, in the future, analyzed by managers. The so-calledleadsthey can capture a potential buyer and help entrepreneurs understand what is being sought after the most and what is lacking for the completion of the sale. Insights coming directly from the public are valuable when making decisions and planning future actions, in addition to facilitating other areas of the company, how marketing and communication
All the facilities that the customer has whenchatbotare also implemented result in benefits for the company. A satisfied customer with the service provided, the service and the product received is a person who will recommend the brand to friends and family, besides having a high chance of consuming the brand again, becoming loyal
