In today’s business landscape, consumer oriented organizations must be up-to-date with all the latest and greatest technology has to offer in order to provide the ultimate customer experience possible. When consumers contact organizations to resolve specific issues, one of the most bothersome experiences is slow customer service, which is a result of contact center agents using various Customer Relationship Management (CRM) tools and technology as well as having to deal with multiple consumers at any given moment. The Chatbot is a next generation Artificial Intelligence (AI) tool that allows any organization to dramatically improve customer journey tracking as this technology engages consumers intuitively. In order to ensure the best customer journey tracking, organizations should consider looking into personalizing their chatbot technology. Here is a closer look into the value of Chatbots on customer journey and how this technology can enhance customer journey tracking.
Understanding the Current Value of Chatbots on Customer Journey
It is already becoming a general consensus with most consumer-oriented organizations that if you are not developing a chatbot for your business; chances are, your company is already behind in your marketplace. For those new to chatbots, this technology is a computer program that automates customer journey by interacting with a user via a conversational interface. Chatbots meet users the moment they visit a website. They work to engage consumers by starting a conversation, providing references and ideas, as well as gathering information via intuitive questions that accurately solve customer inquiries and problems in real-time. This technology empowers your organization to create the ultimate customer journey through seamless engagement.
Personalizing Chatbots for Customer Journey Tracking
Delivering the ultimate customer journey certainly requires a personal touch where your organization must adopt an approach that helps you effectively engage, convert, and nurture consumers. Succeeding at providing the best customer experience begins with understanding what influences brand engagement. Most consumers today do their due diligence by researching online on products and services before they shop. A good percentage of these consumers already know what they want to buy before they research, therefore, it is imperative that your business is immediately able to engage consumers as they shop. Implementing Chatbot technology is an effective strategy that works to secure the early advantage at engaging consumers as they visit your website. It is also a very effective strategy to personalize your Chatbots at tracking a customer’s journey. Personalization of this technology requires various tactics such as:
- Delivering high-value content
When your organization partners with Chatbot software developers, it is essential to keep in mind that people need information immediately. Chatbots are highly intuitive in the sense that they are able to search and provide useful content according to the interaction they have with consumers. When a customer sends a message to the Chatbot conversation service, the AI has the capability of using the information sent by the customer in creating a dynamic search that locates related content that gives consumers more information. When your chatbot technology is able to provide this, your consumers will get the information they want when they need it.
- Addressing customer needs and wants
Another feature that your Chatbot needs to deliver is the ability to address all needs and wants of your consumers. It should automatically tap into your website’s Frequently Asked Questions (FAQs) to address the queries of your customers. In addition, they should be able to become smarter by utilizing your organization’s existing CRM initiatives with past conversations with consumers to facilitate personalized conversations with existing customers.
- Speaking their language
If the goal of you organization is to target consumers on a global scale, one of the main challenges you will be facing when developing good chatbot solutions will be to create a cross-channel, multi-language chat application. This is very effective for communicating with consumers who speak a different language and is also very crucial at separating your website’s technical setup from the actual content that you show to consumers.
- Tracking their behavior
Many of the most successful businesses use Chatbots to gain valuable insights on their customers and increase consumer engagement. The current technology is now able to check previous and current customer support conversations to provide better consumer engagement. Additionally, the technology is able to segment consumers on their preferences and behavior. Moreover, it allows your organization to better understand which leads are ready to buy right now and which require a little bit more persuasion.
- Forbes/ AI And Chatbots Are Transforming The Customer Experience – https://www.forbes.com/sites/shephyken/2017/07/15/ai-and-chatbots-are-transforming-the-customer-experience/#2151ef3c41f7
- IBM/ How to Optimize Chatbots for a Superior Customer Experience – https://www.ibm.com/developerworks/community/blogs/2c15379c-167b-47ec-8b2d-a63de83eaee6/entry/How_to_Optimize_Chatbots_for_a_Superior_Customer_Experience?lang=en
- Snaps/ Build a Custom AI Chatbot For Your Brand – https://makesnaps.com/chatbotplatform/
- NativeMSG/ 2018 Chatbot Trends: The Year of the VoiceBot, WhatsApp Bots, Maap – https://nativemsg.com/blog/2018-chatbot-trends-the-year-of-the-voicebot-whatsapp-bots-maap
- Southeast Asia/ How Chatbots Are Influencing the Future of Content Marketing – http://inc-asean.com/technology/how-chatbots-are-influencing-the-future-of-content-marketing/?utm_source=inc&utm_medium=redir&utm_campaign=incredir