Chatbots- A Blend of Increased Personalization Minus Robotic
Did you notice?
The website you landed is greeting you with "Hello"? Most probably this has caught your eyes. This greet popping out through a little box in the corner is known as a chatbot.
Technically if I have to define chatbots then-
They bear the capacity to caricature human behavior of writing or speaking to go through the motions of a conversation or communication carried with a real person. Therefore they are also known as 'Conversational Agents.'
Do I need a chatbot?
Well, I will try to perk up your ears a bit by answering it as 'yes.'
Consider this scenario:
A consumer pays heed to your product. But before buying a particular product, a lot of questions are raised by the consumer to be sure about the decision of buying. By using a chatbot, these raised queries are answered immediately thus clearing their doubts and aiding them in jumping to the decision of making a purchase.
So what can you conclude with this?
Chatbots not only pop-out and greet your customers but also keep them engaged and satisfied which in turn escalates your conversions.
Customer Satisfaction? Sounds weird? Obviously No.
As Michael LeBoeuf quoted, "A satisfied customer is the best business strategy of all," your business escalation completely depends on what your customer gets out of it.
Customers are impatient. They search for immediate solutions to their queries. With the advancement of technology, customers desire to be served 24/7 irrespective of their location.
Don't you believe me?
As per research, customers have the intention to pay more for a lighting speed customer service. Further, it is mentioned that customers who get solutions within five minutes or less were interested in paying almost $20 more for the same service.
This is the reason why brands have opted for a tailored chatbot for their business websites, blogs, applications, and software for speedy and quality-based customer support. Since it saves a lot of time, it becomes an advantage for any customer-centric organization. It is a bot and therefore, it will be faster than humans and will select, organize, and present the content faster with precision.
But how it would be creating a bond with the customers?
David Weinberger quoted, "Personalization is the automatic tailoring of sites and messages to the individuals viewing them so that we can feel somewhere there is a piece of software that love us for who we are."
I will simplify the cause of this quote.
Imagine you have an online store. If you were the customer who is searching for a product what would be handy for you? Browsing through various products and pages or simply they are brought to you straight?
Here the role of the bot comes into the picture with the touch of personalization.
The bots can interact with the customers to figure out about their requirements and provide them various options meeting their essentials. In other words, the customer experiences a personal touch as if he/she has owned a personal shopper.
Thus to conclude this, personalization creates a bond between the customer and the brand. And chatbot contributes to the bond between the consumer and the technology where Artificial Intelligence plays a key role. With such a personalization service, chatbots have a different persona which appears to be real.
If I need to state the benefits, in short, I would pen down the following points:
- Aids in finding solutions
- 24/7 Availability
- The talent of personification
- It is fast and is ahead in terms of accuracy
Therefore companies providing quality chatbot development services always focus on personalization as it is the direct key to the customer satisfaction.
Have you worked on your to-dos as you are thinking to opt for a chatbot development?.
- Ability to solve the problems
- In good spirits, while answering the customers
- Curious in learning about the needs of the customers
- The solutions are relevant to the queries
- Clear Cut and Crisp
Here are a few more points on how you can make your chatbot less robotic and more personalized:
Strategizing the UX to make it user-friendly
As mentioned earlier, we belong to an era where we desire the solutions on the go. For instance, you are in search of a restaurant nearby. Just command your device and restaurants matching your criteria is displayed.
Lost? Command verbally and your exact location is located.
Need a reminder? Your bot will do the work for you.
Want to remind others? Just write @(Person/team to be reminded) for the meeting at 2 pm.
A managed and well-organized bot life isn't it?
A Semblance for your Bot
Since the world of imagination is boundless, each of us has a different perspective towards the digital language. Each brand ties its goal around two important factors: User-satisfaction and Reputation. If you have visited any website of high-technology, they artistically use the exact character to serve as a typical example of their brand. Their chatbots initiate the communication with a tone of pertaining. For instance: "How may I help you?" and so on.
Thus I have shortlisted a few important check-list while creating a user-friendly interface:
Learn about Your User
The first thing that you need to research is what kind of conversation would attract your users. Whether a formal greet would do or an informal one would keep the user more engaged. Keep in mind the users' requirements and the queries they may raise regarding the same. You need to work upon the possible FAQs.
In short, create the bot's personality relevant to the users' needs.
One such example is Google. We all are aware that Google is a search engine. It provides a wide range of information. Therefore the interface of the bots resembles the same persona.
The Bot's Persona Should be a Clone of the Personality of your Brand
While building a bot, you have to wear the cap of the consumer and thus need to thoroughly study the psychology of the user. The aim of building a chatbot is only for the users. The usage of chatbots is by the users and then it is benefitted to the users. With the technical revolution, the connection between the humans and the automated program hasn't made a lot of lines but if we could break through this ṭedious situation of creating a fantastic program then we might be in a position to build more connections.
24/7 Availability is all that is needed!
Your customer satisfaction is decided upon the availability of your chatbot for addressing the queries of your customers instantly with accuracy and relevancy.
The Blend of Tone and Content is your Game Changer
If you ask me, I would love to talk with someone who has a calm, friendly, and helpful tone to address my speech. Therefore it is mandatory from the users' point of view that his problems or queries are resolved in a courteous manner with high priority.
For instance you may think to have the following set of confab conversation:
Greet your customer. This is an ideal start to the conversation.
Avoid asking close-ended questions as the user might find reasons to skip them.
A desirable opening:
How have you been doing?
Reply By the customer: Hey!
Change the Tone as if you are concerned about their visit
Do you need any help?
Reply By the customer: I am looking for a bell sleeve t-shirt within the range of $400. Can u help me find it?
Change the tone as you are happy to help the customer
Happy to help you!
Reply By the customer:Thanks!
Change the tone as if you are happy to resolve the query
Here are the best deals on bell sleeve t-shirts within the range of $400.
Reply By the customer:Oh, thank you so much!
I Think I can go with it.
By the Bot
I think you have got the right deals.
The chatbot is a revolutionary technology and blending it with AI makes it deadly. Therefore, the companies offering Chatbot Development Services are trying hands on it with innovations. It has a wide scope in the field of customer service thus optimizing the customer experience worldwide. Chatbots are making interaction convenient for the users.
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