In the digitally equipped world, life and business have become much faster than ever before. Once you have acquired the fastest-running availability in the business, there is no looking back. The Chatbot makes the conversation engagement stronger with your customers or visitors where there will be no delay in giving replies.
How Big is the Chatbot Market and What is the Future?
By 2026, the Chatbot Market size will grow to USD 10.5 billion, with a Compound Annual Growth Rate (CAGR) of 23.5%.
There is an increasing need to provide 24/7 customer support at a lower cost, an increase in customer engagement through various channels, and advances in technology combined with rising customer demand for self-service operations are contributing factors to the growth of the chatbot market.
Chatbot technology key builders are IBM, Microsoft, Google, AWS, and Nuance. These vendors have adopted different organic and inorganic growth strategies such as new product launches, product enhancements, partnerships, and mergers and acquisitions.
Services such as customer service, personal assistants, branding and advertising, customer engagement and retention, data privacy and compliance, employee engagement and retention onboarding, payment processing, and sales and marketing are the key applications end-users look for while selecting Chatbot solutions.
Looking at the current phenomenon, now the business is facing 3 important barriers which can only be overcome through Chatbots.
- The traditional online customer support system is falling short due to limited live interactions with customers.
- When it comes to speed and accuracy, customers are expecting a lot from Businesses.
- Without Chatbots Customers these days find it hard to navigate the site, be easily acquainted with the business product and services, and most of all huge waiting queues and Response times.
11 Reasons that Chatbots Softwares is Essential for Business.
Estimated to save 8 billion dollars every year by 2024, chatbots are completely transforming the way businesses connect with existing and prospective customers. Let us focus on today’s topic the Reasons or Benefits that urge the business to inculcate chatbots into Customer service systems.
Since is already mentioned above, the most important reason is that Chatbots are available anytime anywhere to the customers. In today’s competitive era, it is very difficult for businesses to attend to all the visitors on any messaging platform. Either you have a huge working associate’s army or you may have chatbots to prove this statement wrong.
Also Read: Top 5 best chatbot of 2022
When it comes to the question of a huge associates or agents’ army, it is very difficult to manage and train the personnel as well as it will create a huge financial burden on the Business. So the option left is to have Chatbots in the conversational system.
The customers are greeted and attended to exactly like a real human being in no time. Since Chatbots have no working hour limits they are available according to the customers’ convenience.
The Chatbots are easily available, installed, and can be used without any extra cost to the financial department. Like any new installation which requires pre-funding in the business, the chatbots are the opposite. The non-code Chatbots are the most popular among the chatbot community and hence they are cost-effective.
Chatbots can cater to 70% of the customer’s queries compared to human associates. This helps the business to divert the employees to more productive and fruitful aspects. All we can say is it reduces administrative costs.
The Chatbots once installed can cater to multiple messaging platforms under a single roof. This helps to reduce the extra cost of handling multiple channels.
Hence the Chatbots are easily maintained and affordable.
Chatbots are very smart to personalize the conversation and give an overall customer experience. Since there is no waiting time and all the information is available at the customer’s fingertip, it helps the customer to take quick decisions by guiding them properly.
AI bots can use a preset questionnaire to persuade visitors for lead generation and ensure higher conversion rates. The lead can be generated in two processes.
- The identification of qualified leads can be done through a set of questionnaires. After the identification, the lead is categorized according to the respective departments. A ticket can also be generated if the representative is busy and can assist them later.
- The next step to follow is to complete the process of converting the visitors into buyers through Lead Nurturing. The qualified leads are nurtured thereafter based on their customer journey.
Keep the Customer Engaged
More Engagement means more customers or visitors which means more leads. When the queries are resolved quickly and accurately, there will be more flow of customer entries. The Chatbots are pre-programmed with highly intended data, so the chances of error or irrelevant response are near zero. The discussion can be easily understood with the following points:
- Chatbots can give a personal touch to the customer through their history and can engage them based on the ability to analyze responses based on the customer details.
- Your business can use bots to deliver fast, real-time responses to customers and avoid losing them to competitors. This is a Real-time Response.
- A chatbot can cater to multiple queries and one on one conversations. This personal attention helps to enhance the customer’s engagement.
Records the Data and Generates a Report
Chatbots are an excellent tool to monitor customer behaviour and save the data from the chat done currently and previously. Understanding the behaviour helps the business to set the marketing strategies for the product. Simultaneously the routine survey and feedback will help the business to improve its product and services.
The data may also help to generate regular reports of customers to cater to their queries in the best manner possible. They may also help to monitor the regular ups and downs in the business and find the variables that affect them.
- Through the observation of consumer behaviour, a customer profile can be created, which will help the business to collect customer information like name, contact details, etc.
- The existing Customer can be acquainted with regular offers and upgraded services through the data generated. The push notification feature can do this for businesses.
- The A-based chatbots give a personal touch and considering the history of customer search helps to suggest relevant content.
Customer questions can be answered in their language by chatbots. By using multilingual bots, you can reach out to new markets and personalize your audience’s experience.
It is difficult and quite expensive to have real agents who can address the customers in their language. If your business is developed or is developing, internationally, then you should use a chatbot as it can be programmed to speak a wide variety of languages.
It is possible to train them to answer queries in multiple languages. At the beginning of conversations, they can also directly ask or detect the language the customer is speaking.
This will help the business to have its impact on the global platform and get benefit global customers.
Approach to Global Market
The chatbots are not time-bound or human behaviour bound. A chatbot can help you solve customer care problems in multiple languages, 24/7, 365 days a year, whether you’re a global brand with customers around the globe or a local brand preparing to go global.
As a result, your business will be able to expand into new markets without worrying about handling a large number of incoming requests.
In addition, if the Employees are sometimes sick which means they won’t be able to answer customers’ queries for quite a few days, resulting in more work for other employees on their return.
Thus the business can assist the global customer 24*7 without any drawback of human behaviour. When your business implements a chatbot, your employees won’t have to drown in customer requests since the chatbot will help them answer each one. Businesses can establish a reputable brand on a global scale this way.
Also Read: How can a chatbot be built?
Automatized Work Environment
Chatbots are way more advanced in technology as compared to traditional conversational systems. The Chatbots can be integrated with many of the messaging channels to assist a wide range of customers’ requests.
Automate repetitive and tedious tasks like emailing prospects and customers, answering FAQs, and much more. When embedded on an eCommerce website, chatbots can also directly to various buying processes.
Moreover, the integration of chatbot and live chat software together means you empower customers to self-serve and connect with a human agent when needed. By providing AI-based Chatbots business can deliver real-time support, promptly answers queries, and boosts customer satisfaction.
Whenever Chatbot cannot find the customer’s intent, it can hand over the query to human associates.
The main purpose of a customer support system is to convert potential or target customers into loyal customers. When not a single query is left unheard, the company earns maximum customer satisfaction. Customers expect quick responses to complaints or queries.
Since chatbots are increasingly getting smart, brands can use them to automate some of the routine interactions and meet customer expectations.
Customer always hates to stand in long queues and wait for their turn to get their queries resolved. With the use of chatbots, customers won’t have to wait for human agents to engage, which will improve their experience with the brand and contribute to retention.
Thus your Business will be on the top list in customers’ minds, which ultimately gifted the Business their loyalty. Proactive conversations can be resolved with quick responses.
The one-on-one conversation gives a personalized experience and hence gives satisfaction to customers that they are valuable to the business. Regular updates about the offers and new products and services help to retain the customer’s attention.
Use of Sales Funnels to Categorize the Customers
Using real-time customer interactions to move buyers through the sales funnel is what conversational marketing is all about. It helps the business to set a repo with the customers and give them a luxurious experience.
When Business uses Chatbots, they can easily target potential customers, nurtures their interaction at a different stage, and raise conversion rates. The main advantage of Chatbots is that it identifies potential customers and categorizes them through the sales funnel. This way they can cater to the queries on a personalized basis with a one-on-one conversation.
In response to changes in application and system processing demands, a system’s scalability indicates its ability to increase or decrease performance and cost. The chatbots train themselves with the help of saved data and chats. Thus a sense of uniformity can be observed while using chatbots in a conversational system.
Additionally, the repetitive queries are also triggered by similar responses. Thus one can get the exact answer every time. For any customer-centred business, having the option to scale the support should always be among the priorities. With the help of Chatbots, multiple queries can be handled in real-time, especially during festivals and peak hours without any extra cost. Below are the ways Chatbot maintains scalability.
- Business productivity without any extra cost by using customer support service templates.
- AI-based Chatbots cater to thousands of inquiries anytime anywhere with real-time responses.
- A large amount of data can be saved through chatbots without any extra effort or cost.
Chatbots are continuously improving to take the overall customer support system to new heights. Not limiting itself to a specific industry, they are adding a new dimension to different aspects of the industry be it customer service, sales, marketing, and engagement.
However, one thing which also should be in the business’s mind is though we can advance technology, it can never take the place of human beings.