The introduction of chatbots into conversational commerce has become a trend of transformation, but for small and medium-sized enterprises, the cost of introduction is high, there is a shortage of information talents, and the amount of member data is insufficient. What benefits can enterprise get from investing in the introduction system?
In 2016, after Facebook announced the opening of the Messenger API, the application of ChatBot has gradually emerged and received attention. Many companies have integrated APIs to allow consumers to interact with chatbots without human services, only through automation.
Due to the convenience brought by mobile devices, consumers' requirements for the convenience of the purchase process are gradually increasing. The new type of conversational commerce allows brands to save a lot of customer service costs in satisfying customers' consumer consultation services, while chatting at the same time. In the application of automated responses and marketing activities, robots play a more important role in increasing turnover.
However, for small and medium-sized enterprises with fewer resources, how much benefit can investing in chatbots bring? The following article will explain.
Four Advantages of Importing Intelligent Robots
- Systematize reservations to make customer service flexibility
The customer reservation channel has turned to digitalization. For the industry, the use of intelligent robots not only reduces the manpower and time cost of customer service to answer calls, but also can effectively establish customer information in the same system, which is conducive to first-party data collection. For customers, intelligent robots can send notifications such as reservations to remind them in time, and can effectively classify customer problems, and even transfer special personnel according to needs, which is more convenient to solve problems.
- Community platform integrates and unifies management to improve online work efficiency
The intelligent robot backend can be fully connected to FB, LINE, official website and other channels, to manage customers more effectively, understand the consumer journey, and interact with customers more closely through these multiple channels.
- On-site service introduction system to reduce labor costs
Intelligent robots can provide customers with systematic ordering services in storefronts and other business sites, eliminating the time for on-site ordering for customers in the outfield, and manpower effectively concentrates on-site service and infield support, greatly reducing the flexibility of manpower support and work arrangements.
- Design network interaction to enhance customer experience
Through human-machine collaboration with intelligent robots and the integration of social platforms, intelligent robots can also capture customer characteristics through dialogue with customers, conduct customer relationship management analysis, design smooth customer service dialogues, and provide novel members. service, which has more precise help for personal marketing promotion.
How to Apply Bot Conversation and Commerce? Take The Three Major Industries as An Example
- Catering industry
More and more restaurants choose to introduce robots to create online ordering, real-time positioning and other systems, so that customers can use QRcode to order food even when they come to the store, eliminating the need for outfield service personnel to order food for customers at a designated time.
The 24-hour service feature of the chatbot also overcomes the limitations of on-site manpower and business hours, responds to customer questions in real time, and collects and builds a customer database from the background, playing an important role in future marketing.
- Chatbots in tourist hotels lead customers to eat, stay, travel, purchase and travel
Chatbots can integrate different community platforms for tourism and hotel operators, so that operators do not need to stand by in front of the computer at any time, the chatbot can answer repetitive questions, and connect customer service counters and reservations in series. In the content setting of the chatbot, introductions such as local cuisine, urban transportation, tourist attractions, and special gifts can also be planned.
Taking the hotel as an example, the LINE official account and Messenger chat are used to integrate the customer service platform, and the man-machine one-to-one dialogue service method is used to guide customers to enter the reservation system to make online reservations. Consumers receive more consumer information in the process of one-on-one dialogue and consultation. In addition, the embedding of "FAQs" is also a necessary consultation channel for chatbots, and the hotel also imports this information into it.
- E-commerce intelligent robots provide fast and considerate customized services
Because the intelligent robots of e-commerce are built in the original environment of the network, they can do more things. Take the intelligent robots of shopping network as an example, in the interface, they can instantly read customer returns and exchanges, check orders and delivery progress online, etc. 24 hours a day. Provide a guide link for customers to enter the page for query. It will even reply to frequently asked questions based on the chat content, and help customers find products quickly with information about online marketing activities.
Breaking Traditional Restrictions and Chatbots Help Small and Medium-Sized Enterprises to Grasp the Field of Conversational Business
Young people are accustomed to using social media and chatbots to learn about new products and engage in brand interactions. For example, it is not enough to simply follow the previous customer-brand interaction model for phased guidance. Brands need to use instant communication to distinguish consumer needs and predict purchases. Therefore, chatbots can be said to be a great tool for future e-commerce.
For small and medium-sized enterprises, digital transformation will be an "inevitable" trend in the future, but in the process of digital transformation, problems such as high cost of system introduction, shortage of information talents, and insufficient member data are most often encountered. Cloud-based subscription-based e-commerce robots, human resources robots, customer service robots, intelligent service robots, etc. various robot services, providing the functions required by enterprises in a lightweight standard subscription model, easy background operation and maintenance, reducing the cost and risk of system investment, since then, a professional customer service platform has been established and a self-brand image has been built, and digital transformation has taken a big step forward.
Conversational business applications have become a future trend across all major industries. If enterprises can successfully grasp, use the exclusive "dialogue" experience with users to create chatbots that conform to the brand image, improve users' awareness and memory of the brand, and build a good brand Image and word of mouth, attract more new customers, improve service quality, usher in an increase in overall revenue, and create a refreshing brand value.