Last week, I had the pleasure of virtually meeting David Hu, VP, Engineering and Strategy at Dexter. Dexter is a platform that creates automated conversations. In other words, they provide brands the opportunity to create relationships with potential and current customers using chatbots.
What are Chatbots?
According to Oxford Dictionaries, a chatbot is “A computer program designed to simulate conversation with human users, especially over the Internet.” Essentially, it’s a virtual assistant that communicates via text messages integrated within websites, instant messengers and applications.
A Twilio study found that 89% of consumers would like to use messaging to communicate with a company. This does not mean one-way communication or blast messaging. This means being able to have a conversation and that’s where chatbots come in to the picture.
Why Brands Should Consider Chatbots
Based on a recent Forbes article, companies use chatbots for two major reasons: customer service and sales. To me, these are very broad explanations for how chatbots can help your brand excel. First, they should be helping you achieve some business goal or objective. So, be sure you’ve built out your strategies to line up with your goals. Once you have defined your goals and a strategy, here is a list of chatbot benefits for you to consider. If any or a few of these line up with your strategies, then you should contact chatbot providers to talk through how they can help you meet your goals.
Possible Chatbot Benefits for Your Business
Simplify the sales and purchase processes
Integrate service offerings
Personalize customer service
Improve customer service touchpoints
Accelerate user experience
Finally, it’s important to stay up-to-date with technologies such as chatbots. I’ve spoken to the basics of chatbots in this post. Things are changing every single day. The future for chatbots is strong and paved with people on both sides of the road. We will soon see artificial intelligence become a major player for chatbots and we’ll, most likely, start seeing bots in even more channels. So, take chatbots seriously and make sure you have a stance on what it could mean for your brand…bot or no bot.