In recent years, automation has reached sectors that were previously unimaginable. Technology has taken over almost everything, and the trend is that in the coming years, digital has even more space in people's lives, in the daily lives of small companies and large industries. One of the most used automated tools are the chatbots. It is through them that the experiences of users become better, while the company benefits, and can increase and have a positive impact even on the Return on Investment (ROI).
The tool has a growth projection of more than 20% until 2028, according to a survey conducted by the company Markets and Markets. Bots have several functions and, most of the time, perform tasks that, if done by human labor, would take much longer and would remove a person from any other function that needed a human being. In addition, they can meet simultaneous demands, something almost impossible for a person.
Facilities of chatbot
The use of chatbots it brings numerous benefits, such as 24-hour availability, simultaneous messaging, agility in demands, scheduling, among others. Know the facilities that this technology can provide to companies and businesses:
Automatic responses: perhaps the main function of chatbots in companies is the sending of messages to customers or users. This functionality operates in a simple way: the interested person sends a message to a number or other social network, and a pre-programmed response is forwarded. From this response, other actions can be performed, such as sending photos, videos, clickable links, among others.
The importance of agility in service and response time lies in several factors, the main one being customer satisfaction. A buyer who receives quick and functional answers tends much more to close the purchase or perform the service, compared to businesses that do not have chatbot. Some schedules can be made to provide an informative model, serving as a channel of doubt for those who seek it.
Pre and post-sales: the phrase “o customer is loyal in the after-service” has never made so much sense. The experience of selling or hiring a service begins at the first contact, when the customer chatbot it is triggered for the first time, and lasts up to days after purchase. In a hairdressing salon, for example, the tool can be used in three moments: scheduling, confirmation of the time days before the service and, in the after-service, sending tips or requesting feedback.
In cases of product sales, the logic of follow-up follows the same. It is possible to schedule the sending of messages asking about the product, checking if everything is right with the use or even after weeks, offering discounts or presenting new products. These simple interactions make the customer stay engaged with the brand even after the completion of the purchase.
Payment: payment made, technology allows the order to be invoiced, changing the status and even changing the customer area within the management panel. In this way, and with the panel, the entrepreneur can observe the sales flow as a whole and understand more about the business itself.
A Kommo, Management System, has the SalesBot, which allows to create the so-called scripted in a practical and code-free way.It allows messages to be created and sent after a certain user command, maintaining a conversation flow. In addition to sending the collected data to a panel. “esse differential allows you to have more control over leads and customers, more easily and time-saving”, he points out Gabriel Motta, Kommo speaker in LATAM.
Feedback collection: the receipt of insights from buyers is basically the realization of the follow-up. That is, after a few days of the purchase of the product or the realization of the service, the bot can be scheduled to contact the customer and understand how the experience was, if everything went right and still request personalized feedback on the service.
It may seem simple, but having this channel with the consumer makes him feel that, on the other hand, there is a company concerned about his opinion and his well-being. If the feedback is negative, receiving it directly in a private message channel prevents the complaint from being published publicly on other social networks, thus avoiding a possible crisis and providing a quick resolution of the problem.
Monitoring of leads: the more data, the better the results. This logic also applies to companies. A practical and technological way to understand the behavior of customers or future buyers is through the leads. Sending a simple form, catalog of products or services, informative content, among other types of messages, can measure what the target audience is looking for.
You leads they are a great tool for entrepreneurs to run the business, but the improvement also benefits the consumer, who receives personalized content and messages, as well as a practical service and aligned with their interests.
As the chatbot helps increase ROI
Several facilities and benefits for the customer and their experience have already been cited, but the improvements that the chatbot the increase in ROI is the main one, encompassing all the positive points of technology. The operational efficiency of automation results in savings, because with automatic responses, employees who would be hired for this function may not be necessary. In large companies, the cost reduction is even greater, since the more employees, the greater the expenses with salaries, training and infrastructure.
Another facility is related to possible errors, because humans are much more susceptible than machines. With a tool to pass budgets, schedule schedules or ensure that all customers are contacted, the probability that this occurs in a correct and orderly way is much higher. When there is an error, it is necessary to fix it, either by redoing the work or reorganizing all the planning, which takes time.
“There are factors that seem small, but that influence the increase in the productivity of your company, and consequently, the ROI. Factors such as quality of customer service, response time, organization in lead management and team management. All this is improved with the use of the Chatbot”, adds Gabriel, from Kommo.
The facility also allows data to be collected and, in the future, analyzed by managers leads they can capture a potential buyer and help entrepreneurs understand what is being sought and what is missing for the completion of the sale. Insights coming directly from the public are valuable when making decisions and planning future actions, and facilitate other areas of the company, such as marketing and communication.
All the facilities that the customer has when the chatbot it is implemented also result in benefits for the company. A customer satisfied with the service provided, the service and the product received is a person who will recommend the brand to friends and family, and there are great chances to consume the brand again, becoming loyal.
