Why use a chatbot?

If chatbots were still a nice game in the past without any concrete use, they are now an indispensable tool in the corporate world. Of course, developing and running a chatbot is a lot of work and requires a financial investment. But there are many good reasons to choose a bot. In this article, you’ll learn about the most important benefits of chatbots for your company and your customers. Get a comprehensive picture and decide for yourself whether a chatbot is a meaningful investment for your company!

Before we introduce you to the most important benefits of chatbots, you can read what a chatbot actually is, how it works, and more.

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What are the benefits of chatbots for your company?

1. You give your company a face.

Chatbots can make a decisive contribution to giving your business a face. Because for many users, the chatbot is a first contact with your company, which can be made much more personal than, for example, communication via mail or telephone hotline.

See also : What was the first chatbot in history?

The personality of a chatbot has a tremendous influence on user experience. It also makes a decisive decision on how the user perceives the interaction. Numerous factors play a decisive role in developing a chatbot personality that fits your company, such as your brand identity, the tasks that the bot should take on and the preferences of your target group.

By the way, chatbots leave a lot of room for creativity to interpret these factors. A good example is the chatbot Vroni from our customer Dachstein Salzkammergut.

The personality of the chatbot is reflected in both the name selection and profile picture, as well as in the spelling and choice of words, and thus represents the personality of the chatbot in a creative way brand identity of the company.

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2. You can be reached right away.

Unlike traditional customer service, your chatbot is available around the clock and is always available. He even responds to your customers on weekends and late at night. He is also not impressed by a large number of requests. He can easily work on them in parallel without being disturbed.

And should there be a question your chatbot can’t answer, there’s still the possibility that users can be forwarded to a human employee. For example, outside service hours, you can leave a message to customer service that they can reply by email the next business day.

The user can be forwarded directly to live chat during working hours. The chatbot can, in this case, all standard questions for the Answer customer service and do so much work for him. A human employee can answer the complicated questions.

At Onlim, we call this the “human switch,” which means that every chatbot offers the ability to hand over to a human employee via live chat. Learn more about the included features of our chatbots here.

3. You can increase your sales.

If you manage to deliver the right information and offers to your potential customers at the right time, you can significantly increase the chance of a purchase.

Chatbots help you do that. For example, a chatbot can proactively offer its help on your website and accompany the user on their way through the website or online shop. He can also advise him and, among other things, help with product selection or draw attention to suitable discount promotions.

A Intercom’s survey finds that companies were able to increase their sales by 67 percent using a chatbot. According to respondents, the following reasons are mainly responsible for this:

  1. The company is able to respond more quickly to customer inquiries. On average, they can answer them three times faster.
  2. In addition, chatbots helped them increase satisfaction with their customer service by 24 percent.

This is how companies and customers benefit from chatbots! Click to tweet 4. You lay the foundation for your conversational marketing strategy.

Wouldn’t it be great if you communicate with your customers on an equal footing rather than persuade them to fill out a contact form? Chatbots start right at this point and engage in dialogue with your potential customers. They go there respond individually to customer questions and problems rather than using marketing materials through a fixed lead funnel.

Voice bots are also an interesting channel for your conversational marketing strategy that can be easily tapped on the basis of a bot. They take the idea of dialog-based marketing one step further by transferring communication from the company website to the voice assistant. This makes communication even more similar to that of everyday entertainment.

The numerous studies on the dissemination of voice assistants and smart speakers show that this communication channel is very popular with consumers. As a result, Deloitte comes to the conclusion that the distribution of smart speakers increases by 30 percent each year from 33.3 million in 2017 to 2022.

Around two billion voice requests are already made every week today. An enormous potential that companies should benefit for themselves.

5. You can gain insights into customer behavior.

Another key advantage of chatbots for companies is the insight into customer behavior. After all, you can derive valuable insights for your further corporate strategy through the questions, problems and popular products.

For example, you can optimize your content strategy based on your customers’ questions and problems. You can analyze what exactly moves your customers and what problems they face. This allows you to create content that provides the right answers.

These insights are also useful for compiling your product portfolio. For example, you can identify popular products to place them more prominently in the shop. Your users may also ask for products that you don’t even have in the range. In this case, you can use the Include products in assortment.

6. Chatbots offer a wide range of uses

Chatbots offer a wide range of uses and are not limited to just one industry or use case. This can be the following fields of application, for example:

  • Customer service: answer FAQs, support for problems
  • Marketing : lead generation, product consulting, collecting data, increasing interaction
  • Sales : qualification of leads, support by the sales funnel
  • IT service helpdesk: support for internal or external service desk applications
  • HR : support in personnel development or onboarding

The fields of application for chatbots are versatile – from customer service, marketing, sales, to IT and HR. Click to tweet Let’s take a closer look at two of these examples to see the potential of the bots for the different use cases.

How chatbots can support HR

A chatbot can support your HR team with a variety of tasks. On the one hand, a bot can answer questions from applicants. These can include questions about an open position, ambiguities in the application process or questions about the agreed meeting.

On the other hand, a chatbot can be used in employee training. Bots are a good way to make training content more interactive than conventional training programs. In addition, every employee can learn at their own pace. The same applies to the topic of onboarding. The training of new employees can also take place via or be accompanied by a chatbot.

You can find out more about the use of conversational AI in HR management here.

Chatbot as a supplement to the intranet

Not just for HR department, a chatbot can be of great help. He can also support internal communication. For example, your chatbot can help you browse internal information, send push messages with internal news, or be there for simple office tasks.

However, what affects the tasks of an intranet at first glance is rather an addition to the intranet. Both communication channels have a decisive difference: the communication strategy used.

Employees must actively search for the information on the intranet. However, in addition to actively searching for content, a chatbot offers the option to send content directly to employees.

7. Chatbots can be used in many different industries.

In addition to the wide range of applications, chatbots are used in a wide variety of industries.

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  • Here are some examples of chatbots from selected customers:

    • Energy industry : Wienenergie uses its chatbot Bottina to answer customer questions about subscription/reregistration, as well as questions about invoices or tariffs. BS Engery uses voice bots for meter reading measurement. Learn more about Onlim’s chatbot solution for the energy industry here.
    • Tourism : Chatbots are also popular in tourism. The Tauern Spa department uses its bot to answer questions about booking. The Serfaus-Fiss-Ladis region offers its visitors further information on how to get there or current weather conditions. Learn more about Onlim’s chatbot solution for tourism.
    • Finance : At Hypo Tirol Bank, customers can ask the chatbot questions about online banking. From card loss to account openings to information about stores, users can find out more. Learn more about Onlim’s chatbot solution for financial services providers here.
    • Education : On the website of the University of Vienna, students can clarify their questions about the student ID card (u:card). Learn more about Onlim’s chatbot solution for educational institutions here.
    • Real estate : Hanse-Haus’s bot answers users all questions about its prefabricated houses and makes it possible to arrange consultation appointments. Learn more about Onlim’s chatbot solution for all industries here.
    • E-commerce : Another important industry for chatbots is e-commerce. For example, users can Ask net online shop questions about the online shop range via a chatbot. Learn more about Onlim’s chatbot solution for e-commerce here.
    • Burials : A chatbot is also eligible for serious topics. Burials Vienna offers further information about a chatbot. Learn more about Onlim’s chatbot solution for all industries here.

    What are the benefits of chatbots for your customers?

    It’s not just companies that benefit from the use of a chatbot. The benefits of chatbots for your customers are also worthwhile.

    1. Chatbots give instant feedback.

    You probably know it yourself: you send an email to customer service or wait an eternity on hold of the telephone hotline. A chatbot avoids unnecessary waiting times.

    Because with a chatbot, users receive immediate feedback on your question. Especially for simple questions When it comes to offering the company or the status of an order, it is often no longer necessary to talk to a human employee. The customer solved their problem in just a few minutes without waiting long for feedback. This not only relieves customer service, but also ensures greater customer satisfaction.

    2. They make it possible to communicate via relevant channels.

    We are all creatures of habit and prefer to use the communication channels we already know well. With a chatbot, companies can be present both on the website and on social networks. This allows you to offer users the widest possible range of contact options.

    And that’s what users expect. A survey conducted by the Critical Channel of Choice Reports concludes that 85 percent of respondents expect companies to seamlessly connect different online and offline channels.

    Until Voice assistants are also among the preferred channels of most consumers, and it may only be a matter of time. Every third German now uses a voice assistant. Although it is currently mainly requests for current weather data or music playback, the fields of application are likely to expand further with increasing use. Onlim conversational AI solutions are multi-channel capable and can be connected to websites, messenger services, own apps, voice assistants or telephone bots, for example. You can find out more about our multi-channel platform here.

    3. Chatbots help find information.

    The information or products on a website can quickly be overwhelming. A user often has to search for a long time and click through a complex menu before they can find the information they actually need.

    Chatbots can do much better compared to human users deal with a great deal of information. They can search a database for the information they want and make it available to the user in seconds. This saves a lot of time and nerves when searching for information and has a stress-free shopping experience. For chatbots to be able to do this, you need an extensive knowledge base. Learn more about the importance of a knowledge base for chatbots here.

    Do you want to take advantage of chatbots?

    If you want to benefit from the many benefits of chatbots yourself, we would be happy to help you plan and implement your bot. Contact us for a non-binding consultation or download our chatbot white paper to learn more about the technology behind our chatbots.

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