Chat Marketing

What is a chatbot? What are the benefits of Chat Marketing?

Recently, it is an invetion that new tools designed to simplify the interaction between humans and computers have reached the market, Chatbots or virtual assistants.

What exactly is a chatbot?

A chatbot is new method to communicate  with customers that  an is artificial intelligence (AI) software that can simulate a conversation (or chat) with a user in natural language through messaging applications, websites, mobile applications or by phone.

Chat Marketing

Chat Marketing encompasses several utilities, including:

Marketing - Communicate to spread awareness by educating customers, resulting in customer acquisition.

Sales: communication to understand customer requirements and questions to convert and address them.

Service / Support: Communications related to customer inquiries and matters to assist them.

But why is it so special?

Chat Marketing is using real-time conversations with its customers to provide a more personalized experience. Build direct one-to-one relationships between brand and buyers.

Chat is everywhere. Bots have already surpassed social media in terms of active users. It also has many benefits that make it the most suitable channel for interactions.

Be where users are

Your users are already using messaging apps. The great advantage of chat compared to other means, such as social networks, is that users spend most of their time online in messaging applications. They spend 91% of their time online on messages. Here are some tests.

46 percent prefer messaging to email to contact a business

49.4 percent would prefer to speak with a company through messages than by phone.

Early adopters - Less noise

Currently, it is really easy to get good results on new chat platforms like Facebook Messenger, Whatsapp, Line, Telegram, etc.

Up to 85% of all customer-business interactions will take place without a human intermediary by 2022.

Facebook Messenger already has more than 300,000 bots as of mid-2018. While 300,000 chatbots sound like a lot, it actually amounts to less than 1 percent of businesses on Facebook that take advantage of the technology.

Open rates outside the world and CTR (Click Through Rate)

Chatbots result in open rates of up to 70-98% and CTR of 30-55%.

This is huge compared to other marketing channels. According to the 2016 Email Marketing Study, the global average email open rate was 21.8%.

It seems that brands fail to attract the attention of the majority of their users through this medium.

In simpler terms, even a poorly made Chatbot can yield 2x - 5x benefits compared to other channels like emails.

Personalized experience

Personalization Status Report: 2017 states that only 78% of shoppers are dissatisfied with the level of personalization they currently receive.

Chatbots are designed to provide customers with a conversational environment. This means that chatbots can make your marketing as personalized as individual sales.

Chatbots are the most effective form of personalized marketing.

Solution to the main inefficiencies of marketing

The top 3 reasons limiting marketers to getting more and more ROI are: Drop, Lead Quality, Engagement Rate. Chatbots can help solve these:

Chatbots always have a higher lead contact capacity (up to 130-600% more) than other communication channels. Mainly due to the two-way conversations and the benefit of social profiles.

Chatbots improves lead authenticity by 120-300%. Which in turn improves the quality of the lead.

Chatbots are proactive and dynamic. They can keep the conversation interesting and relevant to customers. This results in up to 150-800% higher engagement rates.

What is the need for bots / chatbots? Benefits of chatbots?

Since chat provides great results, the brand would want to provide chat to every visitor who visits their website or app. But it is not possible to scale many chat requests using human agents. Then chatbots are to the rescue. Now ... are they good enough?

The answer is yes ...

Logical explanation: all brand-consumer interactions follow the 80/20 rule, that is, 80% of the inquiries are top 20% questions. In simpler terms, it means that most things are repetitive. This ensures that a well-trained system results in the expected experience.

Statistical explanation: users don't have to wait for humans to respond and can get responses instantly. According to this, 69% of consumers prefer chatbots for quick communication with brands.

We have implemented many chatbots with different brands in the last 3 years and each of them obtained 3x-5x better results compared to traditional alternatives. You can find related case studies here.

Simply said: Chatbot works! There is no marketing chat without chatbots. It is not the only scale, chatbots have many other benefits as well.

Chatbot benefits

51% of people say a business should be available 24/7 and Chatbots are available 24/7

Based on industry research, Chatbots are predicted to serve 90% of all customer inquiries within 5 years. Chatbots are the most profitable solution for brand-buyer interactions.

Research shows that responding to a new lead within five minutes of their first approach is crucial. Chatbots provide instant response to customer inquiries, keeping the customer from leaving your website, increasing conversions.

A chatbot can replace IVRs (interactive voice response) with less IVR-induced frustration. Customers feel that their voice is being heard and understood.