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Customer Engagement Chatbots – All You Need To Know for 2021!

Ashmita Karva
Ashmita Karva
February 14, 2021

Corona has changed customer service significantly. Many shops are closed or only open under strict conditions. Life is shifting more and more into your own four walls. And with it, the shopping behavior of your customers will also change. Think back to the past few weeks for yourself: What was your first point of contact for questions about a product or service? It was probably the company’s website with a customer engagement or chatbot function. Good customer service on the Internet is more important than ever. And chatbots can make a decisive contribution to optimizing it and ensuring a high level of service for your customers. In this article, we will show you how you can benefit from a chatbot in customer engagement – during and after the Corona period. We also give you tips on how to best proceed when introducing your own chatbot.

What is the real potential of chatbots?

Chatbots spread even before the Corona crisis. A trend that is unlikely to change in the next few months. For example, around 53 percent of customer service employees surveyed stated in the SalesForce State of Service Report that they would like to use a chatbot in customer engagement service in the next 18 months. Companies that already use a chatbot state that they can see numerous advantages for themselves and their customers. 84 percent say that the prioritization of tasks has improved, 82 percent were able to reduce the number of queries resolved upon the first contact.

From a company perspective, a very positive engagement of chatbots can be seen. But how does it look from the customer’s point of view? There has also been positive feedback on the topic of chatbots from the customer’s point of view. Salesforce surveyed over 8,000 consumers worldwide in its “State of the Connected Customers” report. The result: More and more consumers see it as the task of companies to implement the wishes of the customer and to adapt to the communication habits of their customers. 75 percent state that chatbots or voice assistants play a decisive role in this. 

The impact of chatbots on customer engagement can already be measured today. A study by LivePerson and Forrester Consulting concludes that chatbots increase customer satisfaction. Around 50 percent of the companies surveyed name increased customer satisfaction as the greatest advantage of the chatbot in their customer service.

This is how you can benefit from a model chatbot in customer engagement 

The studies already make it clear: Chatbots offer companies numerous advantages. In order to benefit from these advantages, chatbots can be used in customer service primarily in the following three areas:

1) Chatbots for processing customer inquiries

Assistance in processing incoming inquiries is the most obvious use of a chatbot. Especially with recurring inquiries, the chatbot can be used excellently and relieve customer service. The result: Customer service receives fewer customer inquiries to process, it has to do fewer monotonous tasks and it can concentrate more on processing more complicated inquiries. 

In addition, the chatbot can be contacted around the clock. It gives your customers immediate feedback without you having to wait long for an answer.

2) Chatbots for new customer acquisition

Another use case is the acquisition of new customers. In this area, there are also a large number of recurring tasks that a chatbot can take on. There are many repetitive tasks, especially when first approaching potential customers. As soon as the first interest is established, the chatbot can pass the further acquisition call on to an employee in customer service.

3) Chatbot for internal communication

One area that is not so obvious at first is support in internal communication. A chatbot can help with simple organizational tasks within the customer service team, such as coordinating meetings or searching for information in internal documents. 

In summary, it can be said that chatbots in customer service offer the following advantages across various tasks: 

  •   Chatbots can answer your customers instantly.
  •   They are available around the clock for customer inquiries.
  •   Chatbots give your customers additional options to get in touch with your company.
  •   Chatbots relieve your customer service team of monotonous tasks.
  •   This allows your team to better prioritize tasks and focus on more complex tasks.
  •   In addition, a chatbot can simplify internal organization.

What makes “good” chatbots?

However, not all chatbots are the same. In order for your chatbot to be able to perform the above tasks really satisfactorily, there are a number of points that you should be aware of. Upfront, it’s important to understand that there are two different types of chatbots: rule-based chatbots and AI-based chatbots.

With rule-based chatbots, all possible questions and answers are defined in advance. Which answer is displayed is decided on the basis of keywords. If, for example, the word “opening times” appears in the user’s question, the bot outputs a list with the opening times on the various days of the week. If a question is not defined, the chatbot cannot answer it. Therefore, this type of chatbot quickly reaches its limits.

AI-based chatbots, on the other hand, are better suited for complex applications and especially for customer service. However, you need good preparation to introduce you to your company.

The following steps are important for this:

1) Build up an internal knowledge database

So that your chatbot can answer customer queries as independently and comprehensively as possible, you need at least a knowledge database, or even better, a knowledge graph.

Because it makes a big difference whether you only have the data available as facts in the form of texts, images, or PDFs or these are available in the form of knowledge. Data that has already been processed into knowledge put the information in context and gives it meaning.

The consolidation of data and its preparation in the form of a knowledge graph, also known as a knowledge graph, serves as the basis for a chatbot that can understand inquiries and answer them in natural language. It forms the basis for a chatbot to work and to offer real added value for the user.

2) Develop a chatbot model

Before you can start developing your chatbot, you must first analyze where you currently stand.

It is important that you think about what the chatbot will be used for in advance. Should your chatbot give product recommendations, for example, or do you rather need a bot that gives users information about your hotel and surrounding excursion destinations? Make a list of possible use cases that answer the following questions: 

  • Where does the chatbot actually offer added value for users and employees?
  • For which applications should your chatbot be used?
  • Which target group is the chatbot aimed at?
  • On which channels (social media, website, smart speaker) should the chatbot be used?

3) Define the content that your chatbot should cover

Now that you have identified the main use cases, you need to determine what content the chatbot should cover. Important: Go deeper and make a list of all relevant topics. Data from customer service, for example, can be a helpful source here. If you look at which questions are asked particularly frequently to the customer service team, you can derive the first topic blocks from this.

Another helpful clue can be search queries that your potential customers use to find your website. For example, the Search Console gives you an overview of how many clicks you received for the various search terms.

4) Involve different teams

When it comes to implementing a chatbot, you should involve as many teams as possible in your company – not just your IT department.

Your customer service and sales team are particularly important contacts. Both teams are in contact with customers on a daily basis and know exactly what customer problems are. It is best to arrange discussions with the relevant teams and listen carefully to what the individual team members can tell you from their experiences.

Testing in-house is just as important as gaining experience. At ChatGen, we recommend that our customers test the use of the chatbot in the company with an initial use case. This enables you to gain valuable experience in the usage habits and improvement potential of your chatbot.

At the same time, you can slowly prepare your employees for the upcoming change and a general orientation towards conversational AI. If you introduce the chatbot as a new tool step by step and involve your employees, you can develop it together instead of specifying it from above. 

5) Make use of early customer feedback! 

Don’t be afraid to go live with your customer service chatbot as soon as you have a first version ready. This is the only way you can collect real customer feedback. You need this in order to tailor your chatbot ideally to the needs of the users.

We hope this article has given you a good overview to help you decide whether a chatbot in customer service is relevant for your company. If you need help with the implementation of your chatbot or if you have further questions, please do not hesitate to contact us.

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Benefits of Chatbots

Priyanka Bhaskar
Priyanka Bhaskar
February 5, 2021

Conversational AI (Artificial Intelligence) has been revolutionizing the world of communication between a business and a customer. One of the amazing creations of Conversational AI is chatbots. To-date, chatbots are found performing every task such as customer engagement, lead generation, enhancement of sales, and much more.

Fact Check: According to research, the interest in chatbots almost grew by 160% in 2018. (Gartner)

With such a whopping interest growth, there’s an estimate of companies being able to save 2.5 billion customer service hours using chatbots by the end of 2023.

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10 best magic phrases for customer service in 2021

Kesar Rana
Kesar Rana
February 5, 2021

How these magic phrases play an important role in customer service

Customer service and support are becoming an important part of any company. As the world is coming closer, thanks to technology, we all are realizing how important customer support has become in our day to day lives. Now, when it comes to customer support there’s a certain way to handle things. Using the right accustomed service phrases helps the companies to make long-lasting relationships with the customers. 

According to a recent study, 65% of people want customer support representatives to speak with them in a casual tone over a formal tone. It’s also important to read between the lines. 78% of people became frustrated when their request was denied and the customer support team spoke with them in an overly casual tone. 

Tone can make or break a deal. Sometimes, it can be tough to define the tone that your team can use with your customers when everyone’s brand voice is different. 

Using the right customer service phrases in any interaction can transform good customer service into a great one. If by mistake, the wrong customer services phrases can be a big turn-off for your customer. 

Top #No magical phrases for customer services.  

That is super helpful!

This customer service phrase helps your customers to solve their doubts. In such a situation, customers have self-doubt and they have reached out to seek support from you. In that case, your support team is in a position to eliminate their doubts and make them comfortable. 

I will keep you updated.

Whatever your type of business is, always make sure to tell your customers that they will be updated on the events/news. This helps them to create trust among your customers and makes them feel like that the customers are their priority.

From what I understand…

You should use this customer phrase to let your customers know to correct you in case you misunderstood the situation. It’s always helpful to repeat what the customers have said to you. Through this step, they might be able to catch the missing step, find out the problem, and solve the issue. 

Let us know if you have any other questions.

This is a perfect phrase to add for those customers who hesitate to question more. This can be because they are shy or are nervous, whatever the case is you must make them feel comfortable and let them know that you’re there for them. It’s a great way to build a reputation and make a solid first impression.

I can help you with that!

This customer service phrase should be used when your customer has been struggling with an issue. The first thing your support team should do is to let them know that you can help. You can also use the words like ‘absolutely’ and ‘of course’ which sets your customer at ease.

That’s a great question.

This customer service phrase reduces your customers’ concern when they feel like they are being ignorant and they are not being able to find the thing that they are looking for after looking for it for a long time. These phrases comfort them and put everyone on the same page.

Happy to help!

After the conversation, it’s important to make sure that your customers are happy from the support team, this phrase helps you to confirm that they are satisfied. Ending the phone call/email with this phrase lets the customer know that they can reach out to you again if they have any further issues. 

As much as I’d love to help …

It’s hard to say no but sometimes the situation is not in your control. It does more good than bad when you are stringing customers along with more than it’s required. But along a firm no is also rude, in that case, you should stay firm and tell them you are there for you but it’s not possible in this situation. You can say something along the lines of:

As much as I’d love to help, this would not be possible in this case.  

You can follow your statement with a couple of helpful resources. 

I completely understand why you’d want that.

Many of the users point out the features that they would like in your product but it might be not possible to fit every request in your list. At those times, you have to say ‘no’– nicely and firmly. You can tell them that your product can be used in many different ways.

Nice to meet you!

Customers get wary of robotic, impersonal tone very quickly. This makes them feel like you are not paying towards them and you don’t care for them. Exchanging a few pleasantries goes a long distance. Instead of a boring response, a friendly tone puts your customers at ease and makes them happy too.

Phrases to use and Phrases to avoid

Here are a couple of phrases that you should avoid and some alternatives that you should use instead. 

Phrases to Avoid Phrases to Use
It’s company policy In this situation, I would
Can you hold for a moment? If it’s OK with you, I’m just going to put you on hold while I get your details
Thank you for your time today I’m glad that I was able to help [Customer Name], is there anything else I can help you with?
If you check our website I’ll send you a link to a useful web page, and I can take you through it as well
I don’t know Let me find out for you

Understanding these phrases create warm feelings and also not come off as impersonal. Be authentic and avoid using robotic language wherever you can.

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Key Difference between Demand Generation & Lead Generation in 2021

Kesar Rana
Kesar Rana
February 5, 2021

What is demand generation?

Demand generation is a method that is used to create awareness and demand for your company’s product and service. The aim of demand generation is to target and bring new visitors to your website or business in order to theme them with your brand. The end result is to build your target audience, engage with them, establish trust, and make them interested in your company. The demand generation content includes:

  • Blog posts or articles
  • Resource pages
  • Infographics
  • YouTube videos
  • Social media posts
  • Press releases
  • Slideshare
  • Podcasts and interviews
  • Free tools
  • Case studies

Mostly, the demand generation content is provided for “free” in order to attract new potential customers. At this stage, they don’t have to provide any info to you to get access to the content.

What is lead generation?

Lead generation is the process of converting potential customers into qualifying leads. It is a way to funnel in the potential buyers of your product or service in the buyer journey. The aim is to find qualified leads for your brand so that they can be added to the lead nurturing process and so that a salesperson can follow up. Lead generation involves providing them gated content in exchange for contact information. The key generation products include:

  • EBooks, PDFs, checklists, cheat sheets, whitepapers, etc.
  • Courses
  • Free-Trials
  • Product Demos
  • Viral Contests (where someone needs to enter their email or other contact information to enter)
  • Email Subscriptions
  • Events

The key differences in demand gen & lead gen

Demand generation:

Demand generation is used to create awareness and attract new people to your company. It uses free content to create awareness and attract potential customers. The person doesn’t have to give anything in exchange for the information. The goal of demand generation is to identify new prospects and create demand for the product. Demand generation increases trust, raises awareness, solves a problem, generates interest, and puts confidence in the things that the product can do. It can include sharing thought leadership articles that demonstrate your expertise, spans attention in understanding the product features, publishing free resources and tools that tell how useful your services can be, or sharing influencer posts that tell the brand values.

Lead generation:

Lead generation is a subset of demand generation. It is used to qualify the potential buyers into leads and make them move into the next stage of the buyer journey. Mostly, the gated content is used in the lead generation process. The person has to provide the information in order to get access to the content. The goal of lead generation is to find qualified leads and take them a step further into the customer journey. Lead generation summarizes the gathered interest from demand generation into an actionable activity.

What are the examples for demand generation campaigns?

1) Create SEO-Driven Content

Creating content that your user searches frequently and solving some of their burning questions helps them get attracted to and be aware of your product. The SEO-Driven Content can be prepared by conducting keyword research and identifying the keyword opportunities. For example, checking google search by searching the keyword and scrolling to the bottom to find more related keywords. You can also check out Quora and Reddit and take a look at the type of questions your potential buyers are asking.

2) Guest Posts

Getting published in reputable publications in your industry helps your brand become visible to the target audience who is still not aware of your product.

3) Create Industry Expert Roundups

Expert Roundups are blog posts where you collect quotes from experts on a particular topic that your target audience wants to read. This is one of the most shareable contents that is taken well by the users.

4) Advertise on Industry Blogs

Using paid promotion methods like ads, sponsored posts, or buying a sponsored email slot from an industry blog that your target audience already visits are some of the ways to showcase your brand to a large number of people.

What are the examples for lead generation campaigns?

1) Distributing an EBook

EBooks are a good way to tackle a broad topic and showcase your expertise to your target audience. They can be provided across multiple blog posts on your website.

2) Repurposing Your Content

Upgrading your content or repurposing it into different formats is another form of gated content. This helps increase the conversion rate as these types of content focus on specific topics to a particular blog post. Examples are:

  • A PDF version of that same blog post
  • A checklist
  • Step-by-step instructions
  • A cheat sheet

3) Host a Webinar

Hosting a webinar with experts is another way to capture leads as the event requires users to register using a sign-up form in order to attend the event.

4) Using a Lead Analytics Platform

Some target audiences don’t want to provide their contact information due to various reasons. That’s the time you have to take matters into your own hands. These persons can still be qualified leads but they are hesitating or have questions that aren’t answered yet. You can use a lead analytics platform like LeadBoxer to identify their contact info and reach out to them.

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Churn rate vs Retention rate – Complete guide for 2021

Kesar Rana
Kesar Rana
February 5, 2021

In the B2B space, customer retention is very important. However, many companies don’t focus on building a customer retention strategy and in most cases, the customer success team doesn’t get rewarded in the same way a salesperson would get compensated for closing a new customer. Customer retention doesn’t have the same broad appeal as other closed deals. Somehow, it doesn’t make sense. And on the other side, it’s important for the growth of any business as the cost of accumulating a new user is much greater than maintaining and growing an existing account. It has been seen that growing companies prioritize customer success more than stagnating ones and that retention increases by 5% giving the profits anywhere from 25% to 95%.

What is customer retention management?

Customer retention management refers to the steps that are taken to discover and record them well on how a business is retaining the customers and their revenue. The process is done by looking at key customer retention metrics like churn rate and customer lifetime value. 

The companies track their success in this area to see how well they are fulfilling their customer needs and if they are continuing to earn their business over time. 

Some of the customer retention metrics are:

  • Customer Churn
  • Revenue Churn
  • Existing Customer Growth Rate
  • Repeat Purchase Ratio
  • Product Return Rate
  • Days Sales Outstanding
  • Net Promoter Score
  • Time Between Purchases
  • Loyal Customer Rate
  • Customer Lifetime Value

What is customer churn?

Customer churn is one of the most straightforward customer retention metrics. The customer churn rate refers to the rate at which the customers stop doing business with you. The customer churn can be because your customer has ended the subscription or opted out of renewing a subscription. 

A churned customer is a customer that your company unsuccessfully retained. The churn rate at a certain level is natural in your customer base. The reason could be anything when they no longer need your service like they are acquired or go out of business, they have hired an internal resource, or no longer needs your product/service, etc., 

In case, your churn rate is more than 5-7%, then you should evaluate your customer retention strategy and find out why there may be a problem. The high churn rate shows that your service or product is failing to satisfy your client’s needs or wants.

Sometimes, churn rate is referred to as retention rate but both are entirely different metrics.  

How to calculate customer churn?

The volume of business your company conducts tells how often you should calculate and examine your company’s churn rate. Like, if you have hundreds or thousands of customers, it may be safe for your sales, marketing, or customer success team to track churn daily. If you have a small user base or customer signed onto longer contracts, a semi-annual or annual checking will work well. You should keep in mind that new customers you boarded in whatever period should not be factored into the churn rate. 

Annual Churn Rate = (Number of Customers at Start of Year – Number of Customers at End of Year) / Number of Customers at Start of Year

Example of Customer Churn

We can use the following example metrics to calculate the churn rate.

Churn Rate

Let’s say our company started December with 10K customers. At the end of the month, we found that 500 left our business. This would mean our churn rate is five percent ((10,000 customers – 9,500 customers ) / 10,000 customers = 5%). 

Now, let’s say we gained 275 customers during August and lost 500 more during March. Our churn rate for March would then be 5.11% ((9,775 customers – 9,225 customers) / 9,755 customers = 5.11%).

What is the revenue churn rate?

The revenue churn rate is the percentage of revenue you’ve lost from existing customers in a given period. The revenue churn can result from an order cancellation, a plan downgrade, or an end to a business relationship. Particularly for SaaS (Software as a Service) companies, the revenue churn rate indicates the customer’s health and satisfaction. The broad revenue churn rate provides an overall view of customer’s health, it must be tracked on an individual basis. The main objective of your customer’s support team is to proactively ensure customers aren’t having any problems while using your product or service, before even approaching the point where they downgrade their subscription. 

Whenever revenue churn happens, it simply means that your customer is on the verge of leaving, and at that time your management team should quickly take action to prevent this from happening.

How to calculate revenue churn?

The revenue churn rate should be calculated every month. To calculate the revenue churn rate start with subtracting the monthly recurring revenue (MRR) at the end of the month from the MRR you had at the beginning of the month. 

Subtract any revenue you accrued from up-selling or cross-selling to existing customers. Lastly, divide the number by the MRR you had at the beginning of the month. The answer you will get will be a negative percentage, which will mean your revenue gains from existing customer gains surpassed any losses. You should keep in mind that revenue from new customers should not be included in this calculation. 

Monthly Revenue Churn Rate = [(MRR at Start of Month – MRR at End of Month) – MRR in Upgrades during Month] / MRR at Start of Month

Example of Revenue Churn Rate

Let’s use a related example to the one we used above to calculate the revenue churn rate

Let’s assume that our company began in October with an MRR of $50K. In that month, we lost $5K to churn and gained $2.5K from upgrades. For this month, our revenue churn rate would be five percent. ([($50,000 – $45,000) – $2,500] / $50,000 = 5%).

For November, since we’ve gained $2.5K in upgrades as well as $10K in new MRR our starting MRR is going to be $57,500. If we lose $7K to churn and gain $3K to upgrades, our churn rate would be 6.95% ([($57,500 – $50,500) – $3,000] / $57,500 = 6.95%).

Churn rate vs retention rate

Retention rate is the ratio of customers that return to do business at your company. The retention rate is different from the churn rate as the churn rate implies the number of customers you have lost over some time. A company with a high churn rate will have a lower retention rate. 

Retention rate is the number of customers you’ve retained over a specific period. User churn rate is also referred to as Attrition Rate and is defined as the percentage of customers who have canceled or unsubscribed from your service during a specific period. 

And if your retention rate for a certain period is 90%, your churn rate for that same period is 10%.

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Top 7 chatbot conversation examples for Business in 2021

Kesar Rana
Kesar Rana
February 5, 2021

What is a chatbot?

A chatbot is a computer program that automates selected tasks by conversing with a user through a conversational interface. 

The highly advanced chatbots are powered by AI, and they are constantly learning from user requests and are improving their knowledge base with each conversation. 

Today, most of the chatbots in use follow a simple phone like simulation: A+B = C, based on if/then logic, or by offering choices through which users can make a choice. 

7 chatbot conversation examples for business

1) Emirates Vacations

Photo from: LifeData.AI

Emirates Vacations created their conversation chat or within their display rates. They deployed the chatbot in 2018, and they target different bot sequences and visuals depending upon the page that is getting browsed. Since the deployment, the engagement rates rose to 87%. The average CTR rates remain at an all-time low of 0.35% for display rates

What can we learn from Emirates Display Ad chatbot:

a) Be relevant to the user journey

Instead of using the same message throughout the customer journey, use a different message for your website, product pages, and Facebook business page. 

b) Keep users goal in mind

The Emirates Vacations Chatbot is designed to achieve a particular goal, it’s more than just an ad. Whenever your users browse your website or Facebook page they have a task in mind that they’re looking to do, that’s the time where your chatbot should come in action mode and help them complete their task as quickly as they can. 

c) Flatter users with frictionless experiences

Provide your users with a mind-blowing user experience. Like, helping them sign up or book a particular product in the ad itself, without leaving the ad or page. It’s the most convenient way for the users to choose your product again and again.

2) Hipmunk

Photo credit: Hackernoon.com

Hipmunk was able to make a special place of their own in the travel niche. They used a location-based approach to book a flight, hotel, cars, and more straight from their website. They used a conversational and engaging way to book travel. Consider that an average person visits over 38 sites before booking

Few niches are more competitive and saturated than travel, but Hipmunk was able to cut through the noise with their location-based approach to booking flights, hotels, cars, and more. Considering the average person visits over 38 sites before booking, Hipmunk is an engaging and convenient way to book travel, Hipmunk is achieving new records in the field.

Here’s what we can learn from Hipmunk Chatbot:

Hipmunk has crafted its sequence by the intricacies of how their users search. 

a) Send deals or promotions based on user preferences

Sending details or promotions based on user preference is a simple, elegant, and powerful feature that helps the users extract information from multiple websites all in one place which is the messenger. It’s a relief for those who use the “million tab search method” during their exploration.

b) Use conversational language to personalize experiences

The interaction between a chatbot and the users builds trust between them. As each conversation happens and feels like a human agent is talking with them, making it easy for users to connect and understand them. Making them feel like they are talking to their friend for an acquaintance.

c) Create content that is rich and useful

Due to Hipmunk’s two significant features, proactive outreach and simplifying an exhaustive process for users, one can easily get there if they want to go without going through a million deals or sites. Usually, with ‘HipTips’ apps the user’s wait time turns into exploring new deals. 

3) Kia

Photo credit: Chatbotguide.org

KIA is a car maker industry that uses a chat or that turns messenger into a viable platform for interaction.  The chatbot is known as “Kian” which has generated 3x more interactions than the corporate sites and talks to 115,000 users per week. It has an average of 21% conversion rate. 

What we can learn from the KIA chatbot:

Kia chatbot provide amazing metrics based on the expecting user objective this helps Kia to personalize services at different levels.

a) Collect user data to improve retargeting

Collecting customer’s details and other needs should be captured by the Chabot instead of letting them disappear. This should be one job of a chatbot which they shouldn’t miss. The collected leads can help to power your future sales and re-marketing efforts. 

b) Offer different services in one place

Along with capturing lead information, the chatbot should also provide other assistance like providing bill payment options or connecting with a live agent. 

c) Replicate human interactions to connect

The chatbot should be capable of answering any questions related to your products and services. Like solving queries about payments, services, return policy, etc., 

4) Madison Reed

Photo credit: madisonreed.com

Madison Reed’s chatbot is called Meet Madi. It’s a hair color bot that is obsessed with finding its customers’ most flattering shade. The most awesome feature of Meet Madi is the selfie submission. Users can submit a selfie-and Madi will point them towards the best color product recommendations.  

What can we learn from Meet Madi:

Madison Reed’s Chatbot teaches us a few valuable things on how one can build the best chatbot conversations.

a) Speak your audience’s natural language

Madi uses “x’s and o’s” as well as flattering comments to build a connection with their audience. Just speaking the style of your audience can do wonders, try it yourself and see the numbers soaring high. 

b) Solve an actual problem

Similar to other lead generation tactics, your chatbot should help solve a real problem for your customers. Like, how Madi acts as a personal colorist for their users and is available 24×7, this way people don’t have to wait to take a colorist appointment which can take months.

c) Ask relevant questions

Meet Madi asks relevant questions from their customers. The bot asks questions such as “Is your hair chemically treated?” or “What color is your hair (not including gray)?” Madi has a unique personality, she makes their customers feel like they are talking to a friend, she’s funny and witty. Just because of this personality of hers, Madi was able to boost engagement by 400% with a 21% click-through rate to the company’s website. 

5) Civilized Caveman

Photo credit: manychats.com

Civilized Caveman was one of the first companies to use a Facebook Messenger bot quiz. Any users who took their 1-minute “sugar quiz” were given a 7-day detox as a result. After that, Civilized Caveman was able to build a relationship with its now subscribers through offerings and content. 

What Civilized Caveman teaches us: 

a) Along with a conversational tone, the Civilized Caveman quiz provokes an emotion

The sugar quiz by Civilized Caveman prompted different types of people to become subscribers whether they are curious or are struggling with sugar addiction. 

b) Use a quiz to start your chatbot funnel

Through quizzes, users can automatically become a subscriber as soon as they Get Started. It’s the best way to engage your target audience.

c) Take advantage of images to boost engagement

Images and GIFs are a great way to boost engagement. They immediately catch the user’s attention and prompt them to take the required action. 

6) Amtrak

Check out this youtube video From Amtrak

Chatbots are known for their speed and convenience. Due to this reason, the travel industry quickly adopted chatbots for business purposes. Amtrak is one of those companies that use a chatbot to help their visitors plan a vacation, book reservations, navigate their site– Amtrak.com, get route information, and much more. Amtrak’s chatbot is a company’s powerhouse that generates 30% more revenue per booking, 8X ROI, and answers over 5 million questions a year. 

What can we learn from Amtrak Chatbot:

Amtrak is one of the best customer service chatbots in the industry. Here are few things that you can learn from Amtrak.

a) Leverage post-sales support as a revenue channel

It has been seen that the users who are satisfied with your service, ten to return and spend 67% more on average. In any industry, quick and convenient customer support leads to more profit and happier customers. 

b) Have Live Chat ready for back-up: 

It’s not possible that a chatbot can answer any questions. To solve this problem, you should design your chatbot in such a way that your bot can get connected with live support for queries that need human help. 

c) Create a chatbot around customer problems:

Amtrak makes it easy for their customers by booking tickets straight from the chatbot without leaving the page. Because of Julie’s chatbot, about 375,000 daily visitors easily booked their tickets or completed other tasks without any problems.

7) Ovarian Cancer Canada

Photo credit: manychat.com

Ovarian Cancer Canada partnered up with UK-based social listening company Maybe* to create the first non-profit chatbot. The chatbot helped to overcome the outdated part of charity fundraising– which usually involves a bulky email list, face-to-face sign-up, non-credible data. The non-profit chatbot successfully secured a $10 million grant for research, boosted donation rates by 250℅ , and created a repeatable and cost-effective donation channel for the organization’s future. 

What can we learn from Ovarian Cancer Canada:

a) Learn more about users in your bot with a quiz

Ovarian Cancer Canada and Maybe* created a quiz to learn more about their subscriber’s emotional state, ovarian cancer awareness level, and craft messaging accordingly to boost conversion rates. 

b) Use dynamic content to build closer ties with your audience:

Ovarian Cancer Canada distributed the woman’s story of surviving cancer through GIFs, videos, and images to improve engagement in the bot. 

c) Accept payments inside your chatbot:

The chatbot allowed people to sign petitions and make donations through the Facebook Messenger Window that helped to increase the engagement rate.

Categories

Top 7 reasons for customer churn you need to know

Kesar Rana
Kesar Rana
February 5, 2021

Reducing customer churn always leads to:

  • Increase in revenue
  • High referrals
  • Increase in upsell revenue
  • More customer acquisition channels because of high LTV

It’s not easy to reduce customer churn. The big part of customer churn always involves innovating and improving your product/service. This is similar to the rising tides approach where the companies should slowly but continuously reduce churn over time. 

Some of these churns can be controlled while some of the problems are out of the scope. 

7 reasons for customer churn which can be solved by taking some necessary steps. 

1) Bad customer service

“Bad Customer Service” is one of the biggest reasons where customers leave a service or cancel their subscription. According to research from the U.S. Small Business Administration and the U.S. Chamber of Commerce, 68% of customers leave a company because of the treatment that they receive from the business. Most of these customers don’t leave quietly, the unhappy customers often tell between 9-15 people about their experience. This means that bad customer service actively hurts your company. 

Prompt handling of complaints and polite, friendly communication are the signs of good customer service. Connecting with your customers at the emotional level and making every customer feel like they are important is what good customer service is. Users just don’t want to buy the products and leave, they also want to feel engaged and appreciated. 

How can you reduce this customer churn? The answer is personalization. Customized messages and content make customers feel like that you are paying attention to them, want to know more, and are genuinely interested in them. This always works and gets customers to engage with your brand in return. 

2) Not enough value

The value should not be considered equal to the price. It contains much more than that. Value in general describes the entire customer experience. To get a better customer experience, 55% of the customers are willing to pay extra instead of choosing a cheap brand. 

You can provide value to your customers by personalizing incentives, as one thing which is important to one customer is not necessary will be important for another one. It all comes to understanding the likes and dislikes of each customer. Giving customized service to each customer is considered a good value. 

3) Poor quality communications

Not engaging with your customers and giving them vague replies can also be a cause of customer churn. Over 35% of customers unsubscribe from emails because they are sent too often. Distributing the emails that are not relevant to the customers annoys them and puts you in the position where your company looks clueless and doesn’t know the things they are doing.

To avoid this issue, it’s best not to spam your customers. Make sure that each message you send is clear and serves a purpose. These purposes can be a welcome message to create brand awareness or sharing an article with them that provides value. 

4) No brand loyalty

Customers leave a company, not because of the product but because there’s no commitment with the company. It mostly happens to the service-related complaints. The reason is there is no brand loyalty to differentiate between your competitors– why you are better than your competitors. When this happens, then price becomes the deciding factor whether to use your service or not. 

To prevent this kind of customer churn, you will have to build a brand loyal customer base. Brand loyal customers see more commitment towards your brand. Customers became loyal to your brand based on their understanding of your company rather than prices or promotions. These kinds of customers stay with your brand even if the prices go up and also encourage their friends and family to use your products.

5) Lack of (or Zero) Engagement

Metasaas is a company that identifies unused, underused, or abandoned SAAS licenses. The company found out that about 31% of SAAS licenses go unused

It’s always a hefty task to manage all of your software licenses. It’s possible that some of the recurring revenue you’re earning is coming because someone forgot to cancel it. Or your product is not being used frequently, it can also be the case where your customers aren’t using the full feature set. 

All these things are the cause of low engagement which always indicated a strong leading indicator of churn. To identify this problem, first, you need to find out the track engagement. For most products, this would mean, in-app analytics, while other more ‘behind the scenes’ products might require conducting customer surveys. If you like, you can start from Net Promoter Score®

And if you have the sample size and analytics resources, you may be able to correlate engagement numbers with the churn. You may be able to come up with a ‘borderline’ where engagement is there but goes beyond a certain point.  

Intercom folks see the ‘borderline’ as: “Once you come across with your ‘borderline’ metric, you should set up monitoring so that your customer success team is quickly notified when a customer approaches that line. One of the customer success team members should proactively reach out and try to understand why the customer is not engaged and what can be done to fix the problem.”

6) Poor Product-Market Fit

Attracting the users that are not a right fit for your product or who don’t require your product can lead to zero engagement with a high churn rate. It’s essential to attract only those users or customers who can benefit from your product. Otherwise, it will hurt your company’s reputation, and a lot of money and time is wasted where it can be utilized on educating a client that can use your product. 

To reduce this customer churn, you and your team should constantly remain in touch with your users along with your customer success, sales, and marketing teams. When it’s found that the products are being sold to the wrong customers, the leaders of each team should diagnose the issue and work on mending the problem. This can lead to adjusting the company’s standards for qualifying a lead, and ensuring that the lead has the needs that you can solve. Sometimes, just doing slight tweaking in the onboarding process or product can make this segment of customers successful. 

7) Difficult User Experience

It’s great that your product has the core functionality and provides a positive ROI, but is your product easy to use? 

Some enterprise software platforms might be able to get away with bad user experience design. Still, usability and easy to use products only win customer’s hearts. When software becoming more user-centric, and users have high expectations from the company, providing a good customer experience is more necessary. Top companies like Microsoft scrambling to make their messaging platform as great as Slack. 

A poor user experience grates on end-users over time. These end-users complain to there, who complain to their bosses until the matter goes on to higher-ups who eventually get sick of it and switch over to a new platform. 

To fix poor user experience, the customer success and product teams must be in sync. Regular meetings like monthly or quarterly between leaders and contributors from both teams should meet and review the details related to usability. 

The customer success team should come prepared with real-life examples of how this impacts customers, and how often tickets see created as a result of the issue. This way, the customer success team can show the effect of usability issues that affects the overall experience. 

Categories

7 Best customer services examples

Kesar Rana
Kesar Rana
February 5, 2021

Canned responses are pre-made desk messages that your customer support team can use in different situations. The templates allow your support team to respond quickly and efficiently to different customer issues. This can save time, and increase your team efficiency.  

Below are some of the canned response templates that you can use for different purposes.

7 Best customer services response examples

1) We’re still working on your case.

Sometimes it takes longer than expected to solve any issue. When the time-lapse increases, your customers’ patience also decreases and they might start wondering if their issue will ever get resolved or not. At that time, your customer support team should make sure that they should proactively follow-up with your customers and tell them you’re still working hard on their issue and will let them know about any updates. This shows that you care about them. 

Response Template

Update on your issue

Hi [CUSTOMER NAME],

I wanted to update you before the weekend about the status of your issue.

We are still working on Your [ISSUE], it is still in progress and is being worked on by our product team. We’re prioritizing your request, and I will make sure this issue is resolved over the weekend. Thank you for your patience!

Take care, [YOUR NAME]

2) Were you happy with the resolution?

Oftentimes many issues take time to resolve. Like, your customer may have trouble using a feature of your product. You should follow up with them a week later to make sure they were able to use that feature. It should be you who should positively reach out to your customers, check-in with them to make sure they are satisfied with your services. 

Response Template

How’s it going?

Hi [CUSTOMER NAME],

A few weeks ago, you mentioned that you’d like to try out our new service. Our records show that you just had your new feature. How did it go?

Just wanted to make sure that you don’t have any issues with our service 🙂

Thank you, [YOUR NAME]

3) We need more information to complete your order.

In some cases, a customer places an order online, and automatically, your sales process might kick the order to the customer service team to confirm or update the order before processing it. When you reach out and need the customer to take an extra step, double-check that your email is clear, to the point, and easy to understand. 

Response Template

Confirming your order

Hi [CUSTOMER NAME],

Thank you for placing your order with us on [DATE]. We need to confirm your payment method for the order, as the card you had on file was declined.

You can give me a call at [XXX-XXX-XXXX] to update this information, or you can change your preferences in your account profile now. Then, we’ll be able to process and ship your order.

If you have any further questions or concerns, let us know! Thanks for your order from [COMPANY]

Take care, [YOUR NAME]

4) We acknowledge this mistake. 

Sometimes, mistakes happen no matter how good your customer service is. It happens to every company. Making mistakes is not a huge thing but not acknowledging them and rectifying them becomes a big thing. 

If the problem is small, then you should rectify the problem before reaching out to your customer. You should still let the customer know about the error and tell them the steps with your user base. As long as the problem is solved, your customers will appreciate your honesty and commitment. 

If the problem is a big one, you should reach out to your customers immediately. Apologize for any inconvenience that you have caused them and let them know that you are working on strengthening out the things and everything will be back to normal asap. 

Response Template

Update on your case

Hello [CUSTOMER NAME],

I wanted to reach out with an update on your issue regarding [ISSUE TOPIC]. We regretfully admit that there has been an oversight made on your case. During our troubleshooting, we [EXPLANATION].

We acknowledge and apologize for how our mistake has created an inconvenience for you. We know that your goal is to [CUSTOMER’S GOAL] and we want to assure you that we are doing everything within our power to resolve this situation. Here are the steps we are taking right now:

[TROUBLESHOOTING STEPS]

Again, we are incredibly sorry for the inconvenience this has caused and will update you as soon as we have a resolution. Please feel welcome to reach out to us with any questions you may have on this information as we would be more than happy to help.

Talk to you soon,

[YOUR NAME]

5) We can’t do that, but here’s another option.

Often, customers make requests that your team can’t do. People have specific needs and wants and it’s not possible to fulfill every one of them. When you’re unable to meet their demand you should have a backup resource where you can direct your customers. 

Here, comes the use of a community forum or knowledge base. You can direct your customers to these self-service resources where they can collaborate with other customers. This provides an alternative solution but also encourages customers to communicate with one and another. This increases customer loyalty and stimulates customer advocacy

Response Template

Product Request

Hi [CUSTOMER NAME],

Thank you for reaching out about [CUSTOMER’S REQUEST]. At this time, we don’t have the bandwidth to complete your request, but I wanted to reach out with some alternative resources to direct you to. I apologize that we can’t provide a direct solution, however, these options may be able to supply the solution you are looking for. 

To start, I would recommend taking a look at our community forum: [LINK TO FORUM]. There, you can find other users who may be experiencing a similar roadblock. 

If that resource doesn’t work, take a look at our knowledge base: [LINK TO KNOWLEDGE BASE]. We have some FAQ pages that may link to the answer you’re looking for.

Finally, if both those options fail, you can post your request on our ideas forum: [LINK TO FORUM]. This forum lets you pitch a product or service idea to our team. If our developers like it, they may consider it as a future product or feature. 

Please feel welcome to reach out to me with any questions you may have on these resources. I would be more than happy to help! 

Thank you,

[YOUR NAME]

6) I need access to this account!

The customers want access to their account but for some reason they are unable to pass the security measures. While writing your response be sure to state clearly what is required from the customers to give access. Try to position your team as a protector and back up your claims from published policies. 

Response Template

Regarding your access request

Hello [CUSTOMER NAME],

I understand you just want to get into your account and back to work, and I am here to help you. However, as I’m sure you can understand, we have to be careful to protect the details that you and all of our customers trust us to store. You can read up on our security policy and practices here: [URL]

Here’s what you can do to regain access to your account:

[REITERATE YOUR STEPS IN A BULLETED LIST]

If any of those steps are unclear, let me know, and I’m happy to explain further. I know it’s stressful, but for the protection of all of our customers (and to comply with information security laws), I’m unable to give you access otherwise.

Thank you for your understanding.

[YOUR NAME]

7) I need a discount!

This is the situation when a customer doesn’t want to pay the discounted price and wants some kind of discount to sign up for your services. In this case, you can showcase your value that your services offer that will help your customers get more for their money. Your answer should showcase the value of your product, and offer helpful options. 

Response Template

Hi [CUSTOMER NAME],

I hope you are having a good day! 

We appreciate your business with us! While we don’t offer discounts, I do want to make sure you’re getting the most you can for your money. You mentioned that XYZ product is cheaper, but there are a couple of key differences you might not know about.

[EXPLORE KEY POINTS] 

I’ve just had a look at your account, and one thing I noticed is that you’re not using [FEATURE] right now. A lot of our customers find that is a really useful tool for them to achieve [A COMMON GOAL].  That makes our product cost-effective for them. Check out this case study [URL AND COMPANY NAME]

Of course, I can understand that you may have an immediate need to reduce your ongoing costs. If that’s the case then I have a couple of options for you:

If you move to an annual plan, you’ll save 20% instantly, which works out to [$X] in your case. You can do that here: [URL]

You could move down to our basic plan, and save $Y, though you would lose access to [FEATURES] that I can see you’re frequently using.

If we can help you understand these options better, or if you’d like help getting more out of your account, hit reply and let us know! We’re here to help whenever you need it.

Thank you.

[YOUR NAME]

Tips to write canned customer service response.

There are three things that you should consider while writing canned responses for different situations:

1) Avoid bland jargon

The formal language which has no emotions doesn’t get taken up very well by the customers. You should write responses as you’re speaking with your acquaintance. 

2) Set expectations

Set the expectations before your customers. If there are any next steps, let them know before them. 

3) Don’t use a canned response when a personal response is needed

Periodically, there are times when canned responses don’t work. There are times when personalized responses are required rather than canned responses– especially when your product falls short.

Categories

Top 8 Insurance Lead Generation Tips For 2021

Kesar Rana
Kesar Rana
January 28, 2021

What Is Insurance Lead Generation?

Insurance lead generation is defined as an act that insurance experts implement by the means of various strategies that are meant to generate leads and attract more potential clients. Lead generation is one of the most important aspects in every industry, including the insurance sector. As lead generation is the key to have a full fledging insurance business. To attract more qualified leads towards you, you have to create every step of the buyer journey very strategically, while keeping your customers in mind. You have to plan the steps in such a way that every phase has a streamlined pipeline that provides information to the customers when they need it. 

Sales pipelines go hand in hand with the conversion funnel. The bottom part contains very potential leads that can likely turn into customers, while the top part contains the buyers who are ready to buy from you at any time. To generate leads, you have to fill the Sales pipeline as much as you can. This will result in consistently developing new leads that will stay with you for long. 

How To Get Insurance Leads?  

Start a Blog 

Blogging regularly is the simplest and easiest way to generate leads and publish content. Your target audience will likely find you more through your blogs if you provide the information and answers to their questions. It’s also a way to show off your expertise to your customers.

Establish Lead Generation Goals 

If you want to generate more leads, you will have to set target specific goals that generate leads. Make sure that your goals are attainable and specific according to your business requirements. Like, I want to generate 4 leads at the end of the month or I will cold call to 10 possible prospects. 

Ask For Referrals

Word of mouth and testimonials go a long way when it comes to generating leads from them. People believe in testimonials and word-of-mouth referrals more than any other method. Sometimes, it’s tough to get referrals when you’re new and your client list is small. You can try to get an introduction from potential clients for example from your colleagues, family, or friends. Try to build an exit survey when clients leave to look for areas of improvement.

Be Active In Your Community

Being active in your local community helps you to build a reputation as a friendly and kind member of your community. You can be active in your community by doing things like:

  • Advising local charities on their insurance purchases.
  • Hosting insurance seminars for small business owners.
  • Taking part in area meetups or online forums.
  • Offering to be a guest speaker for business groups.
  • Assisting clients’ friends or relatives when appropriate.

The above-mentioned things will help you to build a reputation and your prospects will keep you in mind when they will need your service. 

Try Traditional Techniques 

Some old school tricks still work, such as:

  • Advertisements
  • Collaborating with your local restaurants and offer their gift certificates to weekly winners
  • Do advertising in industry trade magazines

Incorporate New Techniques 

Having your website that showcases your business helps you to generate leads. You can include the latest features in your website, like:

  • Adding a “Get a Quote” button or newsletter signup
  • Put a contact form on every page of your website
  • Include testimonials to strengthen your credibility
  • Compare business insurance quotes for insurance professionals

These things will help you to capture more leads and eventually will grow your client lists. 

Start a Referral Program

Reminding your clients to refer you now and then is also a great way to generate leads. To strengthen, you can launch referral programs. And, giving them encouragement in the form of gift cards, referral fees, or movie tickets. 

Network Relentlessly 

Networking is not a tough task and if done properly it can yield great results in no time. You can start doing networking by:

  • Joining your chamber of commerce.
  • Attending meetup groups and networking events.
  • Getting active on social media.
  • Connecting with your alumni association.

How Does ChatGen Help You To Generate Insurance Leads — Our Unique Way Of Approaching The Issue?

Chat On The Website:

If for some ways you are unable to chat with your target audience then there are high chances that you are losing leads. It can be also tough to sit all day and track the possible leads. Our ChatGen Chatbot collects all the customer details that visit your website and you can use the data to provide quiet or talk to them. ChatGen Chatbot can be integrated with Facebook Messenger. The prospect can directly have a chat with the Chatbot and seek answers to the questions related to the offer. 

Facebook Ads :

ChatGen Chatbots can help you to drive leads from Facebook ads straight to your messenger chat. There you can interact with them to educate them and close the leads. We help you to reduce cost per lead, and you don’t have to rely on forms that many people don’t fill. Users are directly taken to messenger for your business page when they click the call to action button. Running Facebook ads through chatbots is a great way to reduce the dropdown rate and it’s also more likely that all the leads will be converted into users. 

Reply To Comments via ChatGen Chatbot:

ChatGen Chatbots helps you to reply to all the comments that are made on your Facebook page via messenger. It can be used to send them personalized comments, thank them for commenting and you can also ask them if they need any help. 

 

Categories

Industry use cases of chatbot 2021!

Priyanka Bhaskar
Priyanka Bhaskar
January 28, 2021

With artificial intelligence evolving steadily, the applications implementing AI are finding their use better and on a broader basis. A chatbot is one of the gems created using AI. While many businesses are moving towards chatbots,  57 percent of them have already agreed that conversational bots can deliver a large return on investment for minimal effort.

According to Juniper’s Research, chatbot conversations hold the potential to deliver $8 billion in cost savings by 2022. 

Before we dive into the use cases of chatbots, let us have a quick glance over the wide range of industries that are already using chatbots or have the potential to adopt one in the future:

  1. E-commerce
  2. Banking
  3. Human Resources (HR)
  4. Sales and Marketing
  5. Government
  6. HealthCare
  7. Insurance
  8. Real Estate

Chatbots are already causing disruptions in many sectors, and the aforementioned are just the beginning. 

Chatbots in E-commerce:

On E-Commerce websites, the entire customer journey, right from navigating the entire website to buying the product, happens online. Be it sales, customer support, or customer engagement, chatbot alone can handle everything simultaneously with a no-brainer. A chatbot in time saves nine, and we couldn’t stress more. Many huge brands like Sephora, Nykaa, Vi, IRCTC have introduced their own chatbots in-app and across Facebook, WhatsApp, Kik Messengers. Here are a few tasks a chatbot can take care of:

  • Product Recommendations and Order tracking:

    A user might find it difficult sometimes to find his/her desired product. In such cases, based on the user input, a chatbot can come up with accurate recommendations. For example, a chatbot can suggest a perfect dress based on user input specifications. Customer care calls are off the plate now. You can track your order within minutes in just a few clicks.

  • A complete 24×7 support:

    Imagine a customer trying to buy a product at 2 am but could not due to some issues. Chatbots can work tirelessly 24×7 while their human agents are off the desk during the night.

  • Cart Recovery:

    Abandoned carts seen wisely can be a great source of revenue. A chatbot can remind a consumer about the abandoned carts and redirect them to buying at least some of the products, if not all of them.

  • Gather Customer Feedback:

    Customer feedback enables all businesses to leverage the customer experience on their website. One of the examples is Beauty Assistant Chatbot on one of the well-known beauty brand Nykaa’s website! These bots help you in choosing the perfect beauty products based on your inputs.

Chatbots in Banking:

The banking sector has witnessed a huge digital transformation in recent years. From net banking to transferring money online, everyone can carry their bank accounts in their cellphones, quite literally. The AI-powered chatbots make online banking handier in the following ways:  

  • Answering basic queries:

    A chatbot can solve simple queries like ‘Where is the nearest ATM? How to install an XYZ banking app on mobile? What are the different types of loans?’ within minutes.

  • Lead Generation:

    A chatbot can engage with any visitor to the website turning them into leads.

  • Perform easy tasks:

    A chatbot can perform simple tasks like money transfer and online transactions.

  • Assist in capturing frauds:

    On the bright side, online banking has its cons too. In cases like losing an ATM card or your PIN being misused, chatbots can quickly help you to block your card, account, etc., without any hassle.

  • Personalized banking services:

    Personalization is an attraction. According to Accenture, 83% of consumers are willing to share their data to create a more personalized experience. From managing bank accounts, payments, canceling requests to checking balance, a chatbot can do it all. Recently, Kotak Mahindra came up with its AI-powered virtual assistant named KEYA. It is capable enough to answer various queries related to home loans, credit card/debit card, digital banking, and more to name!

By 2022, banks could automate up to 90% of their interactions with chatbots. (Foye, 2017)

Chatbots in HR :

Human Resources is one of the tedious tasks due to the amount of data that needs to be handled regularly. Whether it is an onboarding process or solving an employee query, these human-like chatbots can expedite the toughest tasks. HR Department deals with huge data, paperwork, and maintaining records of day-to-day tasks. The adoption of AI across various industries and professions is efficiently reducing human efforts with each passing day. 

Here is a list of ways a chatbot has been assisting people working in the HR Department:

  • Pre-Onboarding:

    A recruitment process can extend till days and sometimes weeks. It is tough handling a huge number of applications that flow in for a particular job position. The primitive phase of selecting a candidate, shortlisting CVs, handling queries can be managed by a chatbot.

  • Paperwork Completion:

    Often, a new hire may get confused while signing the contracts or attaching any scanned document. A chatbot can guide him/her throughout the entire process in a step-by-step manner.

  • Maintain privacy:

    Privacy is the biggest concern in the digital world. Through chatbots, one can understand why his/her confidential data is required. Olivia is one of the virtual AI assistants that automates the process of recruitment. It handles screening, having a Q & A with candidates, and scheduling meets. This is not only a time-saver but the best alternative when there are 100s of applications for a position.

Chatbots in Sales and Marketing:

Marketing and sales go hand-in-hand. Many companies invest hugely in sales and marketing campaigns. Their main aim is to reach out to their cold prospects and turn them into loyal customers. In the bygone days, people followed old school traditional methods. However, with the help of evolving technology, this process has become fun and easy. The end goal remains the same, that is, the promotion of products or services. 

Since chatbots are equipped with machine learning, they can converse with users in a human manner. 

  • Generate leads in a fun way:

    A chatbot can easily attract leads in lesser time by conversing with a user in an engaging and catchy format.

  • Differentiate between warm and cold leads:

    Warm leads are the ones who have already engaged with your website and are more likely to make a purchase. Segregating the warm leads cannot be done by the sales team, and this is where chatbots come into the picture.

  • Build your email list effectively:

    With chatbots, prompting a user to fill his email id in the chat helps you build your email list with the least effort.

  • Lead Nurturing:

    A lead nurtured is a sale converted. To maintain a healthy relationship with the existing consumer, lead generation is an essential step. Chatbots have the capability to store and memorize visitor information. This key feature can be implemented in lead nurturing.

Domino’s AnyWare technology is a pizza order processing interface introduced by Dominos, an international restaurant chain. It provisions placing orders using their menu and carrying out the delivery. The users can access this chatbot via voice, Amazon Echo, Google Home, text messaging, Twitter, and even smartwatches and television. 

Chatbots in Government: 

Government-run websites usually face a lot of traffic since people trust and rely on them. As an authentic source of information, every visitor’s doubt must be cleared. Sometimes, the website is bombarded with too much information leading to confusion and misguiding the visitor. 

Here’s how chatbots are performing in the government sector:

  • Access to public data:

    Chatbots can be used to access public data like news, citizen rights, new laws, and much more. 

  • Helping with government processes:

    The chatbots can help in filling official documents or can guide you in completing procedures on the website. 

IRCTC’s chatbot ‘Disha’ is one such example. The chatbot focuses on providing constant support to all the visitors online. From answering queries to checking the status of the train, cancellation policies, and booking tickets, it can assist you in every step.

Chatbots in Healthcare:

The Healthcare sector has been witnessing the magic of artificial intelligence in recent days. The Healthcare sector has been developing so much that we even have bots to accompany people experiencing mental sickness. 

There are countless cases wherein a chatbot could help doctors, physicians, nurses, patients, or their families. 

Some of the tasks a chatbot can perform are:

  • Better organization of patient pathways
  • Medication Management
  • Early-stage diagnosis
  • Booking appointments with the doctor
  • First Aid
  • Offering solutions for simpler medical problems

Apart from this, health chatbots are also addressing issues in healthcare. 

One of the examples is Babylon Health, an online medical consultation, and health service that was found in 2013. The company implements Artificial Intelligence based on individual medical history and general medical knowledge. In the first case, a user reports the symptoms of his/her illness to the app, which checks them against a database of diseases using speech recognition, and then offers an appropriate prescription. 

Chatbots in Insurance:

The insurance industry has begun to reap the benefits of the chatbot industry. As of today, the insurance industry faces a myriad of challenges not often seen in other sectors. With digitization coming into the bigger picture, the consumer and the business owner both have started seeing a shift in their expectations. The consumer now shops everything online right from insurance policies, comparing quotes, and even self-service policies. The ease of quick access to the information is one key role the provider has to keep up with. 

Imagine if a consumer has to stand in line for hours only to get one of his queries solved, how frustrated it would become! This is where automated insurance agents a.k.a chatbots come into the picture. A website or a landing page with proper details and up-to-date information can help the customer get acquainted with things in a more effective manner. 

Here’s how chatbots are performing in the insurance sector:

  • Customer Awareness:

    A chatbot can help teach consumers various policies, claims, and self-service policies. These chatbots engage with the visitors and based on the user input, the chatbot suggests the policy plans accordingly.

  • Claim processing & Payment Assistance:

    The chatbots can help customers with the updates of their current policies, or help them with concerns related to the existing ones.