Sunday, 29 December 2019
An article entitled “9 Commandments for Using Chatbots to Deliver Great Content”, which is very interesting and valuable. Share it here.
This article was published on December 26, 2019 and was written by Kore.ai Chief Marketing Officer, using Blockbuster and Netflix as examples. Especially with the success of Netflix, to explain his main point, the key to marketing success is to provide more suitable and personalized content to potential customers.
Netflix was created along with the Internet. The Internet has changed the rules of business games. Merchants can now use the Internet to track customers' online behavior, analyze their consumption needs, hobbies, and consumption patterns, etc., and use this information to provide personalized services.
How did Netflix implement these personalized services, and what were the results?
When browsing its website, each visitor sees a different home screen, which is based on the previous visits of these visitors.
Movie recommendations are also made according to everyone's hobby.
The realization of these customer experiences is based on data, and powerful analysis has contributed to Netflix's success.
As one of the emerging marketing tools, Conversation can improve the content experience, because marketing is moving from transactional to experiential, not only to provide excellent content, but also to the right people at the right time and the right channel.
The author quotes BlueRush CEO Steve Taylor, “To create a memorable brand experience for the customer, each piece of content must fit into a larger conversation, contextualized to the individual. For each message, Marketers should consider the environment in which it will live; how it will drive engagement; the most appropriate channels to deliver it; and where it should appear in the customer journey. For maximum impact, everything must come together to create a seamless end-to-end content experience.”
How to create a great content experience, the author summarizes the following three points, which can be called
Focus on customers: To understand what customers really expect and provide content that suits their expectations, not just how the merchant is doing, so as to build a close relationship between the customer and the merchant and create possibility for further customer acquisition.
Focus on the context: Merchants provide content to customers. Most customers now like to consume content at their own pace. They may ask questions and generate other needs in the process. Therefore, merchants should always create online based contents which are timely and flexible.
Focus on technology: Businesses need to use the right technology to get the right data and better understand their customers, provide them with relevant content, and provide a rewarding experience.
Chatbot is the tool that can now provide such a great content experience.
Promote Two-way Communication: Chatbots are based on understanding user intent and can provide highly personalized content, which reduces the barriers to communication between merchants, brands and customers.
Provide Customized Content: The process of chatbots chatting with customers is the best opportunity for companies and brands to understand customers. This process allows customers to directly ask questions in their own words, so that companies and brands can understand the key terms they should use and what content they should create.
Can be Used On Any Channel: chatbots are not restricted by time, place, and tools, and can integrate with the company's website, CRM system, email, and social media, so that businesses can better understand customer needs and behaviors.
Provide Vivid Brand Experience: chatbots with integrated artificial intelligence can provide services beyond what customers imagine. For example, a customer who wants to collect information about the product he wants to buy, just upload a photo of the product, the chatbot will analyze and list similar products, recommend them to him and provide relevant useful information.
At the end, the author reminds merchants of some precautions when creating their own chatbots, calling it
Provide personalized message: There are many ways to personalize information, the most basic of which is to include the name of the recipient. This has a high hit rate and strengthens customer relationships. Modern users have many choices, they only choose the businesses and companies that think they value them. The author here compares the high open and click rates of emails sent to recipients by name. As a more innovative tool, chatbots can work more efficiently than emails.
Sending content in new ways: new social tools, directed to social platforms, are easy to attract and used by modern customers. On the other hand, modern people are relatively busy and have short attention spans. These social platforms, including Facebook Messenger, Instagram or Snapchat, can attract their attention better. Merchants should promote content through these channels.
Make chatbot a brand ambassador: Well-trained, AI-integrated chatbots can make potential customers think about your brand, even change their attitude toward your company, make them better understand your business, and more.
Make Chatbots work like humans: Effectively working chatbots are personal, and customers should feel like they interact with real people, not bots.
Increase subscription participation rate: Chatbots will become the next wave of subscribing tools. Merchants can use Facebook-based chatbots to send newsletters directly to Messenger, and subscribers will receive notifications directly on their Messenger screens, will greatly increase engagement, and not be ignored like traditional email.
Get content from customers: Creating new content ideas is always a challenge for marketers. Chatbots can draw customers' insights, which can be an important source of new content. The author uses a case study of a Sephora skincare chatbot. “ These bots tap customers for insights on product performance, preferences, other industry products, suggestions and tips through short quizzes ”
Protect sensitive data with chatbots: When your customers provide their data, they have expectations to protect their privacy. Merchants should strive to make chatbots a secure channel for sensitive data. Data breaches are tricky and can happen in the most harmless way. So stay alert and foresee these damages and take steps to avoid them.
Using chatbots should also use human services: Marketing automation is a complement to marketers, not a replacement for them. No matter how ingenious a chatbot is, it cannot replace real human services, especially in subtle situations. When the conversation starts to get worse, the chatbot should be able to detect changes in customer tone and connect it to a customer service representative. If chatbots stay online too long with emotional customers, it could make things worse.
Ensuring the quality of chatbots: Put a lot of time and money into developing a chatbot to make sure it's as smart as possible. Even if customers know that the other end of the conversation is a bot, they will thank you.
The key to the success of Internet business is to provide an excellent content experience. Chatbot is a tool to provide this experience. Using chatbots and good practices will help brands and companies promote business success.
#Chatbot #chatbots #customerservice #contentexperience #marketing #business #datasecurity #personalizedservice
Friday, 20 December 2019
This is another recent success story of chatbots announced by Chatfuel.
A Mexican infant furniture company has grown its sales by 80% after developing chatbots using the Chatfuel platform. The name of this company is DECEN.
DECEN uses its Facebook Page to interact with customers. They receive many inquiries on Facebook Messenger platform. Their small service team can't handle so many inquiries, and it's even more difficult to provide timely responses to some inquiries. With their website visitors increasing rapidly, the biggest problem they face is.
DECEN uses two solutions, one is traditional, they try to recruit more service agents.
On the other hand, they have taken an innovative approach and built a chatbot via Chatfuel.
Chatfuel Chatbot Role At DECEN Furniture Company
According to DECEN, the chatbot they build mainly plays the following three roles,
- Customer service
- Content marketing
4 Features Of The Chatfuel Chatbot Platform
The ones used by the DECEN team mainly include the following four,
This is a repetitive task that takes the most time from the service team. DECEN's chatbot includes the most common questions and provides informative answers, and also adds Emoji, which makes the questions easy to identify and interesting. This should be a major reason for increasing customer engagement.
Get Users From Comments
DECEN has created a post on its Facebook Page to announce a giveaway for one of its most popular cribs. To enter, expectant mothers only need to comment on the baby's birth month. Their chatbot automatically sends messages to all reviewers, even attracting those who haven't. This is the successful use of Chatfuel'smarket development capabilities to achieve high-quality target markets.
This feature of the Chatfuel chatbot, which displays pictures and enhances the beauty of the product, also produces a clearer, more eye-catching feel, and provides detailed information and links to shopping or sharing each product, which is more likely to attract customers' attention, and stimulate the desire to buy and expand to more high-value potential customers.
Disable User Input
Chatfuel provides another feature that prevents users from sending free text input. This is a good choice for chatbots without integrated artificial intelligence or User Input Plugins. As a result, visitors will not trigger a "default answer" message (usually a response like "Sorry, I didn't receive it"), as this may distract them and prevent them from converting.
From the above analysis, the several functions provided by the Chatfuel platform have provided convenience for DEDEC to improve the overall operation. This includes improving efficiency, customer service are informative with a sense of humor, demonstrating products with better results, developing high-quality target markets and following up, and increasing conversion rates.
DECEN's Gain Of Using Chatfuel
- Their chatbot can now handle 98% of customer inquiries.
- Increase sales by 80%.
- Get good reviews on social media.
- Get more leads, “ It doubled monthly sales, generated nearly 4,000 qualified leads, and — thanks to the JSON API plugin — added another 1,000 subscribers to the brand’s MailChimp list! ”
DECEN's problems in business operations led them to actively seek solutions. Innovative chatbot solutions can not only solve more customer service problems, but also get more benefits. This is the result of using the Chatfuel chatbot platform.
#Chatbot #chatbots #business #Ecommerce #CustomerService #ChatbotPlatform #Chatfuel
Tuesday, 17 December 2019
An article published on Business.com on December 16, 2019 titled "Why Voice-Based Technology is the Future of Excellent Customer Experience" This article is quite interesting, but also very in-depth, and I will share it with you here.
In the article, the author elaborates on the advanced nature, necessity and urgency of using voice artificial intelligence.
Advancement Of Voice Technology
Over time, voice technology has advanced rapidly, and voice recognition technology and natural language processing (NLP) have made considerable progress. It has been able to recognize human language to a considerable extent, accept human conversation and information, and respond correctly to provide appropriate services. And meet people's various needs, such as providing weather forecasts, playing games and so on.
Of course, you can also imagine more scenarios, you ask questions, they answer, or remind you to do something at a time you set.
In addition, more important is its application in business, more and more companies are trying to use voice technology to build valuable customer relationships and promote business development.
An important commercial application of voice technology is that it can be made into the voice of the company's favorite spokespersons, and use this voice to interact with consumers, which is regarded as a key factor in building customer loyalty in the future.
This article lists examples,
John Corbett's voice is seen as representing Applebee
John Krasinksi's voice is considered to represent Ensurance
Ving Rhames' voice is considered to represent Arby's
Advancement also includes other things like
One-to-one interaction, giving customers the feeling of enjoying separate services
Respond promptly, so customers don't have to wait
Enhance any engagement
The Inevitability Of The Development Of Voice Technology
“Gartner predicts that in 2020, 30% of web browsing will be done without a screen, and voice devices like Amazon Echo and Google Home are already being adopted at a faster rate than any technology in human history.”
This is a technology that changes the rules of business games. If it is not adopted, it will ruin the company's development.
This is consumer demand and a trend in the future. “Already one-third of smart speaker owners say they want voice-based customer service options”, “ And, with as many as 75% of households expected to own a smart speaker by 2025,”
The author cites two examples to illustrate the inevitable future of voice technology
The first case is Amazon, which was born along with the Internet. Amazon quickly developed from a small online bookstore to a marketplace and giant in the e-commerce field, to illustrate the necessity of consumer demand for its development.
The second case is Facebook, with the advent of social media and Web 2.0. In the 4th year after Facebook was founded, it received $ 54 billion in advertising revenue, making Facebook the number one platform for social media.
In other words, the application of voice technology to obtain more revenue and greater market share will become inevitable.
The Urgency of Applying Voice Technology
According to predictions, in the next three to five years, speech technology will gain tremendous development and will be widely used in business and other fields.
As a business, voice technology should be used to provide corresponding services from now on.
So how to get started, it is divided into the following three steps.
Building a chatbot
“If you’ve already built a chatbot for your website, you’re already 80% of the way to building a voice skill”, It can be seen that chatbots occupy an important position in voice technology and are a basic part of current voice technology.
Lock names in the voice ecosystem
It works like declaring a URL name, and you should act early to get a short, easy-to-remember name that describes your business.
Make sure the data is correct
This refers to the data collected in all voice assistant information directories. The author cited a study in which only 3.8% of companies listed the correct information and found more than 1 million business hours errors on Google, Yelp, and Bing alone. So companies should take early action to correct similar errors.
The author of the article warns business leaders that the age of voice technology and its arrival will be inevitable. When you realize the importance of voice technology, it may be too late, and your market share may be has been taken away by competitors, so you should act now and embrace voice technology today.
#AI #chatbot #chatbots #voicetechnology #business
Wednesday, 11 December 2019
In the article "How to Take Your Chatbot to the Next Level", the author explains five points of the development trend of chatbots in the next few years. This gives us a new understanding of the state of future chatbots.
According to the article, at this stage, chatbots are the most important part of general artificial intelligence in companies. Customers need to get a fast and accurate response, so using artificial intelligence-driven chatbots can provide this quality service and bring a better customer experience. And this kind of service usually makes the customer do not know that it is provided by a chatbot, or even if they know it, they do not care.
Five Main Trends Of Chatbots In The Future
Enterprises want to use chatbots to provide better services. In the future, chatbots will be the five development trends, or have these five characteristics.
At this stage, most companies set chatbots as tools to provide customer service and save costs.
But in the coming years, “Chatbots provide a unique, direct relationship with consumers that offers an opportunity for retailers to reinforce their brand,” “As such, chatbots should be considered part of the overall customer experience.”
Chatbots should provide a better customer experience. This is the common expectation of enterprises and consumers, which means that they should be part of a company's business development strategy and will be promoted to the level of business strategy.
It is conceivable that enterprises will invest more in enhancing the customer experience of chatbots in the future. This will not only enable consumers to obtain a better experience, but also be a challenge and an opportunity for developers of commercial chatbots.
The so-called challenge is to require developers to improve and integrate artificial intelligence as soon as possible in order to provide a better customer experience for chatbots. For this requirement of the enterprise, developers will get more opportunities and greater profits.
Combined With Digital Body Language
A new concept introduced here is digital body language. Then another development trend is to combine digital body language to help sellers better understand customers, understand the state of customers, are they preparing to buy, or have other questions, or are they dissatisfied with the product, and have other concerns and many more.
“For example, if a customer is bouncing from page to page on a website and showing frantic mouse movements, clearly showing signs of frustration, the chatbot should deploy, and even potentially pass the interaction off to a human agent who might be better positioned to help,”
From this analysis, the digital body language technology must judge the current state of consumers on the one hand, and provide appropriate solutions on the other. This means, the judgment needs to be combined with artificial intelligence to understand human emotions, use a lot of data analysis, understand the emotional state of consumers, and then provide corresponding solutions, which should be worthwhile for merchants and consumers expected.
This introduces a new concept called DataOps. It can basically be understood as analyzing a large amount of data obtained through chatbot technology. Obviously this is a new type of data acquisition channel. The emergence of technology, along with the conversation with chatbots, has its unique business value, such as marketing.
“The trick is being able to most effectively extract and analyze the data, as well as marrying those analytics to other marketing data the organization has,”
Most chatbots today are customer-oriented. Then the next development trend will be for internal employees of the company, and it can even be considered to expand to partners and so on. The goal is to save time, increase efficiency, and increase employee and partner satisfaction.
“Happy employees equal happy customers, both in the contact center and in the physical store,”
It can be seen that with the continuous development of chatbot technology, improving the satisfaction of employees and partners will also be promoted to the business strategy level by many companies.
Current chatbots use different solutions, such as chatbots on websites, and chatbots on social media, and the experience they bring to customers is also different. The problem it generates is that for enterprises, the development cost is relatively high, and for customers, they need to adapt to different interfaces, which will cause some inconvenience to
customers. With the development of chatbot technology in the next few years, different channels will use the same chatbot solution.
“In order to scale and continue to improve CX over time, companies need to standardize their chatbot and digital engagement solution.”
The article also mentioned, “Salesforce research projects a 136% growth in chatbot use over the next year, while 77% of customers say chatbots will transform their expectations of companies in the next five years.”
Consumers are even more looking forward to the services provided by voice chatbots.
Eventually, chatbots need to become not only more artificial, but also "emotional." This means that in the future, chatbots will not only be able to better understand consumers, but at the same time, he will have empathy. They will also send so-called praise, concern, understanding, regret, etc.
“The next generation of AI will be able to read the emotional state of customers, with insights that help customer service adapt accordingly — even taking cross-cultural differences into account,”
“The result will be a more holistic understanding of the customer as an individual, allowing brands to build impactful and lasting relationships versus one-off touchpoints,”
To sum up, in the next few years, chatbots will become more intelligent, emotional, and digital, which will provide enterprises and consumers with a better customer experience.
This requires the development of chatbots to rapidly improve technology and reduce costs to meet the needs of enterprises and customers, while also providing them with opportunities to obtain development and higher profits.
#chatbot #chatbots #AI #business #CustomerExperience
Saturday, 7 December 2019
According to a report from the chatbot platform Chatfuel, an Philippine online retail company named Argomall, using the Chatfuel platform, developed a chatbot that helped Argomall's sales performance grow by 10%.
Why Argomall's Online Retail Company Uses Chatbots
- Their potential customers have a lot of requests and questions on the Facebook platform (this refers to the Facebook Messenger platform), far more than other channels, such as their website.
- These potential customers want to know a lot about brand and product information. Their service team needs to be able to interact with visitors in a large amount and in a timely manner, and to answer many repetitive questions.
- They don't want to replace the existing service team, they just need to be able to provide customers with a timely response.
- And they want to be able to turn huge Facebook traffic into actual customers.
What deserves special attention for business leaders is that "there are many requirements on Facebook". The requirements on Facebook are implemented through Facebook Messenger. This will be one of the important trends in the development of business, especially e-commerce in the next few years.
“ With more than 2 Billion messaging apps that are expected to hit the markets across the globe by 2020, messaging is fast becoming the preferred channel of communication for the consumers. “
Facebook Page visitors interacted with the customer service team by sending messages on Facebook Messenger. When there are few visits, visitors may receive timely responses, but from the analysis of the situation above, it is clear that the customer service team has difficulty responding a lot of information, then they need a chatbot.
A chatbot is what enables the Argomall service team to interact with visitors in a timely manner and respond to a lot of information.
Features of Argomall's Online Retail Chatbot
According to the above ideas, the chatbot created by the Argomall team mainly includes three functions
Answer Common Questions
These issues include the price, performance, and availability of the product. This is usually the work that takes the most time and repeatedly answers. Chatbots help them solve these problems, and their customer service team can focus on answering more complex questions.
Guide The Shopping Process
On the one hand, this process introduces some popular products to visitors, as well as their performance, price, discounts, etc., also tells them the future development trend of these products, and helps them complete the purchase process. The entire process is personalized, and this customer experience is much better than general browsing and shopping on their website.
Complete Purchase In The Facebook Messenger
This feature enables the entire shopping process to be completed on the Facebook Messenger app. This not only simplifies the whole process, saves time, and more importantly, it is completely free, but the website is different.
Three Major Features and Integrations of Chatfuel Helps Argomall Succeed
Google Site Search plugin
“ The bot searches the keyword(s) on the Argomall website, and returns the results to the user instantly in Messenger. This feature makes the product discovery process even easier for prospects. “
Save User Input Plugin
This plugin enables Argomall chatbot to capture user data, such as the buyer's shipping address. When users share their address, it is automatically saved as a user attribute. The address will then be displayed when the company is ready to fulfill and send the order.
Live chat plugin
This plugin enables Argomall's customer service agents to communicate with users one-on-one at any time.
The Result OF The Argomall Chatbot Is:
Chatbots make it easier for Argomall's potential customers to convert than ever before, and metrics reflect that.
With the diverse consumer demand and the huge number of chatbots built on these messenger platforms, more and more chatbots will be built. "According to research on this technology, Messenger alone has already been counted in this application. There are more than 100,000 active chatbots, and these numbers are increasing. Messenger has even recently launched the "Discover" tab, which helps users easily find chatbots in Messenger. "
It is foreseeable that chatbots will play a greater role in the future of e-commerce than Argomall robots.
#chatbot #chatbots #chatfuel #customerservice #ecommerce #business
Ecommerce Retailer Boosts Messenger Sales by 10% With Chatfuel Bot
The Advantages of using Chatbots in Customer Care for Business Growth
Tuesday, 3 December 2019
In the article titled "7 Fabulous AI Chatbot Trends for Small Business”, mentioned 7 future development of chatbots for small business companies, we focus on the following three points to discuss.
Chatbots Are Becoming More Human
The first point mentioned by the author is that chatbots will be more human-like. This is what chatbot users, such as small and medium companies, and the people they serve, consumers most want to achieve.
Recent research trends prove that consumers prefer a personalized experience, so a chatbot integrated with artificial intelligence will meet the needs of such consumers.
Personalized Experience Includes
This gives consumers the impression that the company is providing services for him alone. He does not need to listen to boring music on the phone and experience a long wait as before.
24/7 Customer Support
This will provide consumers with a lot of convenience. For any consumer, they can contact the company at their most convenient time and get a timely response. It feels like they are using their own personal assistant.
Make The Purchasing Process Easy and Smooth
The chatbot collects the preferences of each customer, analyzes their potential purchase needs, and recommends products that suit their needs and budget.
These functions make small and medium-sized companies feel like they have hired more service agents, and consumers also feel valued. This is a win-win situation.
Be A Virtual Assistant
A typical example of a virtual assistant is to use it in the human resources department to integrate chatbots into the company's daily operating procedures, assign its access rights, and train operating procedures.
For the human resources department, induction training for new employees is a repetitive task and consumes a lot of time and manpower. Using virtual assistants can not only avoid these repeated operations, but also help new employees guide them through all processes and information according to their needs and time, and according to their own pace.
These training include company culture, regulations training, workflow training, equipment training and so on. In the process, the virtual assistant can provide advice, guidance, answer related questions, and receive feedback, and it can also provide advice on training plans for your company.
Solve Problems Quickly
Solve Problems Quickly
The reason why chatbots can solve problems quickly is not only the result of using artificial intelligence to answer questions, but more importantly, it will use it to learn and improve automatically.
Developers can train chatbots to respond quickly to problems and improve their ability to solve problems. Through the data he has collected and stored, the chatbot has a considerable understanding of the needs and problems of certain consumers, so he can give relatively correct and timely solutions.
The above three points are most needed for small and medium-sized companies in general. Realizing these early will make their business and service quality improve rapidly.
#smallbusiness #chatbot #chatbots #AI #customerservice
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