07 Jul Top 7 Advantages of Conversational Robots
The usage of conversational robots has been on the rise for a few years now with multiple companies adopting them considering the great advantages they bring to their businesses.
There is no doubt that new ways of communication are revolutionizing the world and businesses have to keep up in innovating their operations to respond to those changes and accompany their clients throughout the journey. It is also important to note that the nature of this evolution requires businesses to be attentive in a timely manner which increases the challenges of being constantly there for their clientele. This is why conversational robots are becoming an essential part of every business who puts client satisfaction first.
A Conversational Robot is a program, based on algorithms, that simulates real interaction with users via a chat interface. In other words, a Conversational Robot is a service that mimics the presence and response of a real person. Conversational Robots are based on understanding and interpreting language, more so to push forward its technical understanding it can be categorized in the form of deep learning. The fascinating element of a robot’s capability is its ability to be customized to every business just like an employee is trained to understand and be part of a business.
To understand better the advantages of conversational robots, we take a look at 7 benefits they can bring to businesses in various industries:
- Keep up with trends – Being present on latest messaging platforms
Statistics prove (Ref: ‘Business Insider’) that messaging platforms have reached more users than social media networks in the first quarter of 2015 and it has been an upward curve ever since. As customers are more penchant to interact with brands via chat (as it is easier and faster to use), companies can now offer the possibility of reaching more customers through Conversational Robots while remaining up to date and approachable to their clients.
It is also important to note that 65% of smartphone users download less than two applications per month. Therefore instead of putting in marketing budgets to create CRM tools, a company capitalizes on existing widely used applications such as Facebook, Instagram, Whatsapp, etc. and integrate conversational robots on those popular platforms.
- Improved customer service
2a. Extensive assistance for your customers.
Statistics show that 83% of online shoppers need assistance while shopping. Meaning that customers on any website need a presence on behalf of the company to figure out exactly the products and/ or services they need. This can be for several reasons such as figuring out which product is a perfect fit for their needs, navigation trouble on the website, inquiries about registration, payment, delivery or even lack of information about a certain product or service.
Conversational Robots can provide real-time assistance when a client is faced with those issues, just like a salesperson in a physical retail store. In addition, Conversational Robots can offer interactive communication where they also communicate with the user and ask questions to understand the real problem and find the perfect solution.
In addition to text and voice, they can offer customers content rich in product pages, images, blog entries and educational videos based on their responses, which will provide extra help with their journey navigating the website.
2b. 24/7 Customer support
Customer service is the most important success factor for a company, according to a Gartner study. So, whether you are an international or local company, good customer service with 24/7 availability has a tremendous impact on customer satisfaction.
The customer support process can be optimized with the help of Conversational Robots. Robots can be programmed to immediately give automated answers to repetitive questions and forward the request to a real person when more complex action is required. This allows human customer service representatives to save time and assist with larger cases rather than dealing with simple day to day inquiries.
In addition to that, with the help of Conversational Robots, organizations can manage multiple conversations at the same time, so the waiting time for customers is largely decreased. This allows companies to expand their operations to new markets worldwide without increasing the number of incoming requests to be processed.
2c. Proactive interaction with your customers
Usually companies are passive in their interaction with customers: They only respond when they are contacted and do not spontaneously engage in communication. However, to set the bar high and differentiate from the rest of the pack, competitive companies, do not have the luxury of being passive and strive for proactive communication.
Since no company has enough staff to establish periodic and constant communication with all their customers, Conversational Robots allows them to initiate conversations with each customer at any time of the day. This increases loyalty and contributes to higher brand awareness and availability of the brand in the eyes of its clients.
- Improve Customer Engagement
Needless to emphasize on the importance to keep your customers engaged with your brand. Studies show that companies that interact with their customers on social media have been able to increase their customer spending by 20% to 40%. While social media is doing its job, conversational Robots can help by making engagement more interactive.
As a differentiating factor, an employee in a customer service position typically provides more information than they receive from users. Conversational Robot, on the contrary, provide one piece of information at a time which facilitates the process of directing the interaction based on the information provided by the user at all times. Therefore, customers are not bombarded with unnecessary information which increases the session duration on the website.
- Monitoring user data and extracting consumer insights
As already mentioned, Conversational Robots are an ideal communication tool for customers. They also receive very valuable customer insights through the complaints and inquiries they interact with daily and around the clock. All this information can be used to analyse the performance of the website and specific shortcomings that can be optimized.
Conversational robots can also be used to track buying habits and consumer behavior by monitoring user data. According to Forbes, this helps a company decide “which products to market differently, which to market more and which to redevelop for a relaunch.” In other words, companies can follow the commands and responses given by their users to the conversational robot, predict responses based on the consumer’s language and ask the robot to offer a different or more practical product or service to users, and if required by notifying the marketing team who can adapt their responses, for a more personalized service.
- Nurturing qualified client prospects
A Conversational Robot is able to personalize the interaction with clients through the information received in every conversation. When a unique profile is created for every client the robot can eventually customize the interaction and ask precise questions to better address the user’s needs and convert him/ her to a qualified prospect. Conversational Robots make sure the conversation flow is in the right direction for higher conversion rates.
In addition to generating potential customers and notifying sales teams, the Conversational Robot can also help you determine unqualified leads using predetermined key performance indicators (budget, relevance, calendar, resources, etc.) and avoid you from dealing with tedious leads.
- A simplified approach to world markets
Whether you already have an international brand with customers from around the world or a local brand ready for global trade, the Conversational Robot can solve your customer service issues in multiple languages, 24 hours a day, 7 days a week, 365 days a year. This allows your business to expand into new markets without having to worry about the number of incoming requests being processed, or the time frame of when a question or a request is made.
- Cost reduction
Setting up a fully functional Conversational Robot is much cheaper and faster than creating a cross-platform application or hiring employees for each task. Innovention can create a complete conversational robot for you, capable of answering 70% of the questions asked by your customers, in less than 4 weeks.
Conversational Robots being automated solutions, allow organizations to manage simultaneously several clients. By employing Conversational Robots that complement human agents, you will save not only on salary costs but also on issues caused by human error, since the robot would only use valid and up-to-date information.
Finally, since customers can easily access Conversational Robots in seconds and start interaction right away, acquiring new users is quick and customer satisfaction is improved.
It is clear that Conversational Robots can be an excellent alternative for performing relatively simple and repetitive tasks with optimal speed. It is also a cost efficient solution, easy to implement, maintain and use. The biggest challenge to address is the importance to personalize the robot specifically to your enterprise in order to increase or even simply maintain the image of the brand facing your customers through tone of voice and approach. Instead of generic robot, opt for a Conversational Robot specifically designed for your company such as the robots developed by Innovention.
Contact Us for more information at www.innovention.ca