Currently, chatbots are sweeping the sales and marketing world, offering incredible new advantages. That means the promise of faster growth through automation has never been more real–and you have the ability to do more for your brand than ever. Do you know how to take full advantage of bots to scale up your business? Make sure you’re utilizing these key tips.
1. Know exactly what your business is getting right.
Take a look at what it is that your business is that’s going exactly according to plan. Buckle down and figure out what forms the core part of your conversion flow. Maybe it’s your sales strategy or your product. Whatever it is, it’s often it’s the first experience the user has with your brand. After all, you’re doing something that impresses the customer enough to encourage continued interaction with your business. Isolate that x-factor – and then maximize it. Try:
- Taking a look at what customers like most about your business.
- Examining where you’re least likely to lose customers as they move through the sales funnel.
- Expanding your efforts so that you connect with your customers more effectively.
2. Don’t try to fake out your customers.
Your customers are smart and savvy. They can tell the difference between a bot and a person, and they will often do it very quickly. Chatbots shouldn’t pretend to be human. Rather, the key is to position them in a way that tells customers, “I’m here to help bring in the person who can best help you.” The goal of a chatbot isn’t to take the place of a person, nor is it to create an illusion that customers aren’t expected to see through. Instead, it’s to offer your customers another tool that can help them on their journey. A chatbot can:
- Answer basic questions, preventing customers from having to wait in a queue to get the attention they need or deserve.
- Connect customers with the correct website to allow them to do further research.
- Get customers connected with exactly the right individual to answer a key query.
Chatbots don’t need to be human! Instead, they offer a faster response time and a more effective setup for your customers, which in turn can help increase overall customer satisfaction. When you try to fake out your customers, presenting the chatbot as human, on the other hand, you increase customer frustration and prevent them from seeing all the benefits of what the chatbot has to offer.
3. Get to know your customers (and their needs).
For chatbots to be truly effective, you need to deeply understand your customers first. It’s not enough to have simple, automated answers wo what you think customers’ questions ought to be. Instead, you need to know what customers are really looking for. Oftentimes, that means having your sales reps talk to leads in real time over live chat, then pulling apart that data later. Figure out what your customers’ most common questions are first. What are they asking the most often? What is it that customers really need to know? Pull your sales team in on this process deliberately: as the ones who interact most often with your customers, they will frequently have a better idea of exactly what your customers need to know. Once you have a solid idea of what those questions look like, you can take the next step and automate.
Keeping up with your customers’ chatbot needs is not a one-and-done process. You will need to keep an eye on your customers’ changing needs and make alterations to your scripts accordingly. This is particularly important when your business offers a new product or begins a new service, or when you have seen substantial changes in your industry. As your business grows, your chatbot must grow with it to continue to offer customers the high quality of service they’ve come to expect.
4. Know the real value of your chatbot.
Imagine yourself as your own potential customer. Like the people who use your website or visit your social media profiles on a regular basis, you’re busy, and you have plenty of things that you need to take care of every day. When you have a question or concern, would you rather wait for a salesperson to get back to you after the weekend, or eliminate items on your to-do list by getting immediate answers from a bot? Chatbots can deliver instant gratification. Often, that immediately increases customers’ perceptions of your customer service. Not only that, when chatbots take care of customers immediately, it gives them less opportunity to get tired of waiting and decide to try out your competitors, instead.
5. Make it feel real.
You want to offer your customers a real, one-on-one human experience even when you don’t have the ability to connect with them personally. If you want to make sure you’re creating a human connection with your customer – even if you’re relying on automation – try this: read your sales and marketing copy out loud, especially when it comes to your chatbot. Sit down with a colleague and read it together as though you’re having a conversation.
Review any points that sound a little rough or that don’t feel right when you read them out loud. Revise accordingly.
Now, read them again. Do you see any new rough spots? Sometimes, simply reading your copy out loud will reveal things that you didn’t notice when it was just words on a page. If you want to give your customers the appearance of a personal connection even when you aren’t able to connect with them personally, however, that conversational feel is critical–and well worth the time you will spend revising.
Chatbots are quickly taking over the industry, transforming the way many businesses interact with their clients. With these critical tips, you can make better use of your chatbots and make them more effective for your customers. As a result, you will often see improved perceptions of your customer service, faster response from your customers, and even increased conversions–all with a relatively minimal effort.