With modern smartphones, the Internet migrated from desks to people’s pockets. And the usage behavior adapted to the new form factor: Because chat logic fits the smartphone as naturally as no other type of interaction, users already spend most of their time in messaging today. So what is closer than interacting not only with friends but also companies through this channel?
Countries like China are already showing us where this trip is going: Without apps like WeChat, little works there now, even though the average European usually only knows them from Asia holidays.
Related topic : OpenOffice or Excel: is there a real difference?
Launched as a simple WhatsApp clone today, WeChat is practically the only app a Chinese person needs in their everyday lives: From reserving, ordering and paying in the restaurant to making a donation for the homeless person on the street to completing a new electricity contract – everything within WeChat. In Europe, we are moving in the same direction: moving away from individual apps for every smallest usecase and towards more personal, smarter and more straightforward solutions such as chatbots. Because they are so radically easy to use and fit perfectly into our age with personalized and intelligent information without waiting time, it is logical that this development will continue in Germany as well.
But why is a chatbot the smartest way to develop more modern, intensive and sustainable customer relationships? And why is the right time for companies to deal with this topic right now?
See also : What chair for Telework?
Some trends and trends in our modern world ensure that the development towards conversational interfaces such as chatbots is completely natural and actually only a logical consequence of the external circumstances is:
Chatbots – the way to customer communication of the future?
- Digitization is the dominant topic of our time and a veritable megatrend
- Mobile communication without telephone calls is steadily rising
- The fast adaptation of voice-based technology is progressing further and further (sh. Smart Home, Alexa & Co.)
That’s why many companies are already looking for new communication channels for the interaction between employees and customers. A chatbot can support this: Intelligent software automatically analyzes user input and delivers appropriate answers. This type of communication can and should happen on different channels. Of course, users are not on their own with the new technology but can be guided through the conversation using various tools or forwarded to a human contact person.
Chatbots should give customers added value from day one bid. Nevertheless, the software is constantly improving during the learning process and can provide more concrete answers to ever more specific questions over time. As a result, it makes sense to start early and the project or software can grow over time.
No chatbot can replace contact with a real human being. He only supports employees by solving simple and often similar processes independently with the customer. As a result, the valuable resource human has more time for the complex enquiries that require a lot of time and empathy.
Chatbots meet customers naturally and on a personal level, despite their digital base, when used deliberate. They are also ready to use around the clock — a feature that people today simply expect from companies of all sizes.
Human communication cannot be replaced, but can be made more efficient! Don’t recently, a chatbot is a valuable constant across the entire spectrum of corporate communication. If you place it on different channels such as websites or social media appearances, customers experience a consistent experience across the entire digital landscape of a company and feel equally in good hands everywhere.
A chatbot should be developed gradually. The biggest mistakes of such a project are usually made during the planning phase. The expectations per project step should be clearly defined and communicated. Over time and with increasing service life, the bot will be able to communicate more and more extensive knowledge and be ready for use in a variety of ways.
Slowly guide your users to the bot’s growing functionality instead of overwhelming them immediately with a complex tool. Chatbots are created by user interaction discovered. That’s why it’s better to keep the first step clear instead of going straight to the full and potentially overwhelming users. This helps you avoid frustration experiences with your customers and unnecessarily high investments at the start of your chatbot project.
The first step is
usually a good basis for the first step by extensively listed FAQs of a website.
Our tip: To generate really helpful FAQs for your chatbot, it makes sense to look around as many different places as possible in the company where contact with the customer is created. In this way, you can document more specific questions and needs that only a specific department may know of. And your chatbot delivers real added value to its users in the first phase.
In addition to the classic FAQ chatbot, the technology is also excellent for campaigns and Promotion of products. With the help of a digitized communication tool, you can also maintain recurring customers and build new sustainable relationships. Push messages keep you in mind and inform you about new features, offers, etc. from your company in a quick and easy way. This way you keep in touch with your (potential) customers.
Messenger marketing – use chatbots even more diverse If you also think about integrating automatic chat into your real customer service, it is necessary to connect to an internal company system. In this context, it is also possible, for example, to ask user-specific questions such as “When does my order arrive?” to answer.
a holistic view of customer communication A holistic view of your customer interactions is the most important prerequisite for taking corporate communication to the next level.
Take The number of channels you need to be present on is growing, the expectations and demands of customers anyway. So it’s only logical that you unify all online and offline points of contact in the future when it comes to communication. With a chatbot, you lay the foundation for an omnipresent customer care strategy.
A tip from the heart:
Take the fear of chatbot for both your employees and your customers: Technology will never take over all customer communication. Rather, it serves as a relieving tool for you. Human accessibility simply cannot be digitized in its pure form. point.
This article was made in cooperation with the Munich-based company AddBots.
We are happy to answer detailed advice and questions of all kinds at any time! You can either call us at 49 (0) 261 134 964 0 or via our contact form.
We look forward to receiving your call or email.