Joey Armstrong explains that chatbots are one of the hottest trends in marketing in 2021. Chatbots are messaging apps that sit on a company’s website and interact with clients providing customer service. Chatbots are a form of artificial intelligence. One of their best features is that they are usually available to provide virtual customer service 24 hours a day when live staffing is not financially feasible or possible.
According to smallbizgenius.net, 64% of internet users say 24-hour service is the best feature of chatbots. Joey Armstrong notes that a prevailing reason for chatbot’s continued usage by companies is because customers like chatbots. Almost 60% of millennials say they use chatbots regularly to purchase essential goods. E-commerce companies, banks, and real estate companies all use chatbots to interface with potential clients.
IBM says chatbots can handle up to 80% of the calls that customer service departments receive. They can answer common questions so that live-trained customer service representatives can deal with more complicated customer service issues.
According to Chatbots Magazine, companies use chatbots for a wide range of purposes. Chatbots are used for customer service, getting information, or paying bills. Close to 20% of Americans have used chatbots for shopping. How many people have used Amazon Alexa and other speaker devices to make purchases online? Chatbots fulfill many purposes for businesses. That trend will continue to grow by nearly 30% yearly for the next few years as more and more companies integrate chatbots into their services.
Why do people love chatbots?
People love chatbots because they can answer most of our questions 24 hours a day. Customers also love chatbots because they provide quick and prompt service, rather than waiting for a customer service representative online or on being on hold over the phone. As societies move ever towards text communication and away from telephone communication, chatbots continue text communication.
Why do businesses love chatbots?
Businesses that utilize chatbots love the way they can reduce the operating costs for the company. People interacting with chatbots means less need for live customer service representatives, driving labor and operating costs down. Additionally, chatbots can serve as research bots and help drive brand awareness with customers. Chatbots can also help with lead generation and more revenue by converting more leads.
Joey Armstrong realizes that the last reason businesses love chatbots is because of the 24-hour feature. Clients love it, and businesses love it because they provide a presence for the company online all day and night, no matter where customers live.