Today, retailers are making greater sense of better forms of customer service that they can provide to consumers. As technology is quickly moving forward, the need to resolve consumer problems on these technologies can be tasking. It is critical to create positive interactions between themselves and consumers for brands to stay afloat in comparison to many competitors. Chatbots have been making more advances lately, and it is time to pay attention to them.
What Are Chatbots?
Leveraged by AI, or Artificial Intelligence, Chatbots, or “Bots”, give consumers the customized engagements they want with their favorite retailers. In spite of the fact that Chatbots are seen as robots that just spit out pre-embedded information, they were designed to become “smarter” and provide intelligent conversations with consumers. Their advancements into personalized messages and interactions with consumers have evolved how conversational commerce performs.
Conversational commerce is the interactions among brands and consumers fueled by chat, messaging, or other forms of auditory or visual communication. This step up in customer interaction strategies transforms consumer experiences into personal and genuine experiences.
Chatbots, a conversational commerce asset, are intended to create meaningful and knowledgeable interactions from the consumer data it collects. It has the potential to become more personalized and create an individualized consumer session with the brand through these chatbots.
How Chatbots and Conversational Commerce Mix
If we look over at the Google I/O and Facebook's commercial messaging, they accommodate their consumers conveniently to fit with the fast pace the world is in today with technology. These advantages assist brands in creating a more loyal customer base and more than likely encourages customers to use these messaging tools.
Chatbots improve the connection between a brand and consumers by creating that relevant and genuine environment that is being expected.
Happy Customers From Successful Chatbots
Making a customized Chatbot for consumers improves the experience. In assisting customers who need a bot for customer service, or want to track their package with order information, these bots perform to consumer standards, which has consumers more open to the idea of interacting with a bot.
But at times, Chatbots can be seen as unnecessary if a brand has not properly built them to create positive experiences, such as automated text messages. Customers have the option of accepting text messages or stopping any more incoming messages according to the TCPA, or Telephone Consumer Protection Act.
If a retailer’s Chatbot doesn’t recognize the permissions of consumers, this can turn away customers.
Creating a Chatbot that stays up-to-date with relevant information and focuses on customer’s wants and needs drives a business forward. This means an increase in customer loyalty and in increase in a brand’s revenue.
Commercial messaging today has taken a turn into how conversational a bot can be and how it benefits both brands and consumers. Bot-driven interactions are proving to drive mobile messaging strategies further without necessarily taking over the entire concept of brand to consumer interactions.
Brian Heikes is Vice President of Product at 3Cinteractive. Through mobile marketing services, 3C deepens and extends the connection between customers and brands, driving increased loyalty, brand awareness, and results. Leveraging 3C’s expertise connecting mobile to business results and its Switchblade™ platform’s multichannel capabilities—including SMS and MMS messaging, mobile coupons, mobile wallet, mobile web, location based services and more—marketers can deliver timely, relevant engagement at the customers’ moment of need. For more information please visit www.3c.com.