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Chatbots are revolutionizing customer service for many companies around the world. In simple terms, chat bots allow instant communication between your company and its customers. But that’s not all! Thanks to digital advances, chat bots can also use conversational artificial intelligence. Conversational AI in tandem with chatbots, elevate the customer service experience. Making it a huge win for companies.
By the end of 2023, chatbots will save companies around 1.3 billion USD annually. Chatbots are reported to help save .70 cents per interaction. Now think of the limitless number of customers this robot can serve at the same TIME versus humans. In the long-term, the expense of chatbots is much less vs. salaries for customer service representatives.
Over 50% of customers expect a business to be available 24/7, which cannot be done without chatbots. It’s no wonder why companies are ramping up their use of chatbots, customers love them! With chat bots, there is less room for error along with more attention to detail vs humans. Both factors combined can streamline the entire customer service experience.
The use of chatbots range quite a bit and serve many purposes. Our earlier discussion highlighted the financial benefits of chatbots. But you may be wondering… how exactly do chat bots save companies so much money and make even more on top of it?
While a human being can only handle 3-4 conversations at a time, there are no limits for chatbots. Additionally, AI bots are able to handle mass customer interactions. chatbots. By 2022, chat bots are expected to handle 75-90% of the customer service requests.
Customer satisfaction levels are higher when frustrated customers are quickly helped. And at any time of the day as well. A study done by CMO Council has shown faster responses is very important in customer service. Would you want to buy something from a website if they left you waiting for an hour or more? Maybe even days at a time waiting for an email response? No! Of course not. Chatbots make the customer service experience seamless, leaving customers more likely to buy and come back!
Chatbots help save time by answering many preliminary questions as well. If the query eventually requires a live agent, the agent can go straight to problem solving. Live agents can then spend more time answering questions, allowing them to provide quality customer service. Quality service = happy customers!
Early day chatbots were very primitive and robotic in its nature…after all it is a robot at the end of the day. Conversational AI has reimagined present day chatbots. Customers want quick 24/7 service that is also human like. Conversational AI makes this possible by helping chatbots emulate normal human responses. So when you are talking to a chat bot, it feels as if you are talking to a real person — making it appealing for customers!
AI also gives you the ability to personalize your chatbots.
You can design them to be more reassuring and knowledgeable or casual and fun depending on the type of company! Chatbots can then provide customers with personalized recommendations. This is possible because chat bots also analyze a customers preferences and interests. Receiving efficient, yet personalized help leaves an overall positive outlook on a company.
Did you know that chatbots are 10 million times faster at analyzing data than a human brain? It’s no mystery that our brains are very efficient, but we cannot beat robots when it comes to certain things! While chatbots are answering questions and taking care of customer needs, they are also collecting mass amounts of data. AI processing in chatbots has made processing and interpreting data very easy.
Data collection is powerful because it helps companies get to know their customers better. Strategic decisions can then be made to address frequently asked questions, etc. These decisions ensure higher customer service satisfaction, leading to more sales and loyal customers!
Companies need to have the scale required for the level of engineering required to create chatbots. Chatbots need initial training data to help optimize them. But where does this training data come from? Previous contact centers with hundreds of agents create the transcripts necessary for training AI chatbots.
Dish Network’s chatbot handles about 4 million calls per year, which is only 40% of its volume. According to Forbes, if you are not currently receiving that type of flow — it may not be worth your effort to train a bot.
If you do have the capacity for chat bots, start with small pilot projects to train your bots. An example of a pilot project may to set up your bot to only answer a few type of questions. Assess what worked and didn’t work, then repeat the process with the new improvements made.
There is countless data supporting the use of chatbots for companies. From saving money and time, to also allowing specific data collection used to optimize business decisions — the benefits are limitless. Contact us to get started on your custom chat bot!
Written by: Rohab M
Understanding the latest social media platform to hit our smartphones is the first step to expanding your reach.
TikTok was born after an unsuccessful 8 year run as the digital platform Music.ly. The developers rebranded and relaunched the digital platform in 2017 as TikTok. The social media app for discovering, creating and sharing short video content. It has become one of the fastest growing social media platforms. TikTok now reaches over a billion users in less than four years.
The most viewed genres on TikTok include pranks, stunts, comedy, dance and entertainment. A unique characteristic of TikTok is the ability to reach an enormous audiencee. What makes TikTok so successful, is the algorithm with an accuracy more than those of platforms past.
According to TikTok’s about page, each user has a personalized feed. Each feed is populated based on their interaction with content presented to them. The more a user interacts with their feed, the more it reflects each user’s unique preferences. When a user skips a video or left with no interactions, it disappears from a user’s page. There is then almost no almost no way to find it again.
The more interactions a video receives, the more likely it is that that video is boosted to the top of others’ pages.
TikTok could be right for you if your marketing content fits into any of the above categories. If you are still not sure, consider the following:
They make up the largest portion of the TikTok user base. The rest of the user base seems to follow suit with over 60% of users falling under the age of 49.
Names like Addison Rae and Charlie D’Amelio dominate the platform with their dance and entertainment content. Other content creators follow in their footsteps with the same content in the hope of growing their own following.
Consider using an alternative social media platform.
Instagram, TikTok’s biggest competitor, has a statistically older user base and a more diverse range of popular content. Where TikTok is a more video-forward platform, Instagram is a photo sharing app.
Like TikTok, Instagram becomes familiar with user interests. It can then place advertisements into user feeds. Facebook works similarly, with a more mature audience.
Something that might not be considered is the amount of information that each platform allows its users to publish on their profiles.
Facebook allows their users to publish the most information. Things like business hours, phone numbers, website links, event calendars and chat features make it easy for potential customers to reach your business. Instagram has similar features, but the choices are fewer than TikTok.
More mature social media users tend to appreciate the fact that they can gather almost all the information they need to know about your business in their first glance at your page.
This information is not as readily available when using TikTok. Users are limited to a few characters on their profile. This makes it especially difficult to communicate information to potential customers.
TikTok provides users with a platform to reach large audiences, fast. With a remarkably young user base, the most successful content on the app tends to fit neatly under the entertainment category.
Social media is a useful tool for businesses to reach potential customers. Without social media, businesses wouldn’t have the ability to reach so many new potential customers. Not all social media platforms are created equal. What works for Addison Rae, might not be the perfect fit for you.
What are your thoughts about TikTok as a business platform? Let us know. CONTACT US today
Written By Olivia O.
On average, 25 million LinkedIn profiles are viewed every day by businesses looking for individuals who may be future candidates for job openings at their company. LinkedIn is an effective platform for Business to Business networking especially when recruiters are trying to pinpoint the perfect candidate for certain positions in their company. LinkedIn is the largest professional networking social media platform for conducting background research and building relationships with individuals to network and discover potential customers. This article outlines to pros and cons associated with using LinkedIn
LinkedIn is a great tool that gives business owners the ability to research potential clients for a company. LinkedIn builds strong networking opportunities for particular industries by making industry posts available for research, establishing credibility with prospects and a solid search technology for companies or individuals to narrow down options.
LinkedIn organizes content from across LinkedIn and categorizes it into relevant industries to keep you updated on upcoming trends or big ideas in the news. LinkedIn allows you to link your accounts and blogs to share experiences and advice on topics that are important in your business or industry.
LinkedIn allows individuals to engage with each other by having an answers section which allows individuals to ask questions to the public or to selected members of their personal network. Individuals can demonstrate their knowledge and skills by providing people with feedback on various questions related to their industry. The LinkedIn answers section allows people to share their expertise to help others.
LinkedIn provides information about potential employee candidates by allowing you to view professional profiles of the individuals you may be seeking. For example, if you are in the IT industry and are actively seeking a new computer engineer, you can view profiles of individuals with relevant experience by doing keyword searches. Most individuals keep their profiles up to date with their most recent experience, and the profile can act as a virtual resume. This provides the company with a general idea of an individual’s previous background and skill set to compare to the job description.
Any social media site takes time to grow, but LinkedIn, in particular, can become overwhelming with so many components involved. It can seem easy at first, but there are multiple requirements before creating a business page. To create the page, you must have a personal LinkedIn profile and the profile strength must be listed as Intermediate or All-Star. You will need to spend some time building your profile by familiarizing yourself with the site’s features and making connections. It is very time-consuming in the beginning, and you will gradually notice each connection will bring you one step closer to growing your LinkedIn page.
LinkedIn is a great way to share articles or tips, but too much content can make your audience feel overwhelmed and lose interest in your LinkedIn page. For example, if a person is looking for a specific post on your page from a week ago and they cannot find it, they will find another artifice on a similar page because they feel frustrated. This can result in limited interactivity when compared to other social networking sites like Facebook or Twitter.
Overall, LinkedIn is specialized for Business to Business organizations, but it is a great tool to improve business development if you are looking for potential employees, advice or tips from different industry voices. LinkedIn can help differentiate your company from competitors and provide you with research on specific companies and individuals. It is a great resource to grow your network and industry expertise.
One of the most popular questions we often hear from businesses is, “My website is only 2 years old, why would I need to redesign my website again?” Before answering that question, we would ask these questions, “When was the last time your website brought in a lead? Is your website a good sales employee, or is it underperforming? If your site is not bringing in leads or not bringing in enough, this may indicate the need for a redesign. Digital marketing is constantly changing, and if you aren’t keeping abreast, you’ll lose out on potential customers. Here are 4 excellent reasons to redesign your website.
Just a few years ago, mobile devices weren’t as popular as they are today. Today, all websites need to be accessible via mobile devices —such as Google’s mobile-first indexing. If your website hasn’t been updated in a few years, it will likely both look outdated and function poorly on modern devices. Modern security standards have also changed: there are many new requirements to make your website accessible for those who are colorblind, legally blind, and hard of hearing.
Your clientele from three years ago is not identical to the clients you have now. Aside from the possible shift in your customer base, their needs may have changed. Remodelling your website to emphasize the services and products that you are selling more of now is an excellent way to maximize your revenue. Take a look at your data analysis to identify the areas of your website that your customers spend the most time on. You can increase the ease of use of your website by making these pages easier to find.
Aspects of your website can easily blend into the background simply due to familiarity. By refreshing your site, you’ll not only excite your customers, but you’ll also get them to explore your entire site again, looking for new changes and products. If you’ve found that your customers haven’t been as active on your website as they have been in the past, it could simply be that it’s time for a change. Once you’ve started making changes, you can further refine them to improve the customer experience even further.
While your website has been stagnating, your competition may have been improving. Updating your website is an ideal way to react to the advances that your competition has made. While you don’t want to copy the changes of your competitors, you can look to them for ways in which you can improve your customer service. Do they have more methods of contact? Better social media integration? A faster checkout process? All of these things could be funneling your customers straight to them.
Regular updates to your website keep your website looking fresh, trendy, and trustworthy. Older sites indicate poor technology to many customers, making them wary of making purchases and reducing their company loyalty. A new website is often an excellent way to recapture the attention of your existing clientele while drawing in new customers.
So, it may be time for a website refresh, but what changes should you make? Join the on-demand webinar, 5 Ways to Optimize Your Website for More Leads, to learn steps to improve your website for an increase in business immediately.
The holiday season is just around the corner, and with it comes a lot of shopping. Like the kind of shopping that could almost qualify as a competitive sport. Consumer spending during this year’s holiday season is expected to increase as much as 4.8%, and e-commerce sales are expected to jump 14%.
That’s one huge chunk of change. I’d like one business owner to tell me they don’t want a slice of that figgy pudding.
So, what can your business do to cash in on the holiday season? I’m so glad you asked. But first, here’s a list of all the holidays coming up that can earn your business some serious cash this season:
And that means if you haven’t started preparing for the holiday season, you should probably start. No, you should definitely start. If the onslaught of frenzied shoppers isn’t enough, a recent survey from the National Retail Federation states that 54% of shoppers begin researching products and sales in October or earlier. This means they’re looking at recommendations from retailers and relying on product reviews.
Read one of our earlier blog posts for a more detailed approach to planning your holiday marketing.
By nature, the holiday season is limited-time. And by nature of the sales, people are ready and willing to make on-the-spot purchases. If you’re having a sale for an extended period of days, you can highlight certain products or services with a limited-time offer/ coupon that can only be used or claimed during one specific day of your sale. The most effective way to let your customers know of these limited-time offers are by sending a simple promotional email. The urgency of a “sale within a sale” will drive foot traffic/ clicks because nobody likes FOMO (fear of missing out).
One of the best selling points for your business is to appreciate the customers you already have and thank them for their business this year. When customers feel appreciated, they spend more money. And the holidays are the perfect time to tie the whole year up with a bow. If your budget allows it, snail mail is always the best. You can also send a holiday video or e-card to your email list as well!
Make sure it’s clear. Make sure it’s easy. If you ship your items out, offer free return shipping. If they purchase in-store, offer a full refund instead of an in-store credit. Consumers expect a generous and transparent return policy, and by neglecting this, you could lose a ton of sales.
This can be huge for small local businesses to get exposure to more people in your area who would love to shop with you. Research local holiday festivals, parades, or parties to see if they accept sponsors.
People love being in on a secret. Reward your most valued customers and/or email list by hosting a secret sale exclusive only to them. Offer certain products or services to them before they go on sale for everyone else, or even with a little bit of an extra discount. Or maybe you want to offer those prices exclusive to them.
If your business has a blog, consider creating themed blog posts featuring your products. Spin them in the way of providing gift ideas, recipes, how to host the perfect holiday party, etc. The point is to show how your products can work in your reader’s everyday life.
If you don’t have a blog, no problem! Chances are, there are plenty of relevant bloggers in your niche and community that write holiday gift guides. Reach out to the bloggers with a sample of your products and services and ask for a spotlight on their blog!
If you’re primarily B2B, you could offer exclusive downloads you would usually charge for as a bonus for signing up with you during the holiday season.
I’m not kidding. Earlier I mentioned that shoppers are starting their research now and relying on reviews to help them. That same survey said that 96% of shoppers read reviews specific to the businesses site. So those first-party reviews your business gather (these are reviews that live on your website, not on Google, Yelp, etc.) is super important during the holiday season. The more recent the reviews the better since most people don’t really consider anything older than three months relevant enough.
We’ve got a great system here at IGV for review generation and local search engine optimization all in one, so check it out here to learn more.
Check out this great infographic from Strike Social packed with even more tips to advertise your business during the holidays!
Those are all just a few ways your business can amp up its holiday marketing for 2019. The possibilities are really endless. Hopefully we provided you with some ideas to get you started. And really, get started – your customers are starting to research you now!
It’s no secret today that people practically live on their mobile devices.
The average person in the US spends three hours a day (give or take) on their phone, and 87% of that time is spent in apps like Facebook or Youtube.
The mobile landscape can make it challenging for marketers to reach potential customers and capture leads. Why? Because typing in their info is really annoying and frustrating on their phone. The mobile experience with lead forms usually stink and people give up.
Running a lead ad is an AWESOME and super easy way to build your email list and connect with people who want to be your customer.
Whether it’s to sign up for a newsletter, sign up for an event, request more information, or get a special offer/coupon, lead ads make the sign-up process easier and faster for potential customers to reach you.
They’re an ad format that allow potential customers to make that first connection with your business by submitting a simple form requesting their contact information in exchange for more information on what your business has to offer them.
A lead ad looks like a regular Facebook ad, but when they click on the link, they’re taken to a form that’s already populated with contact information they’ve given to Facebook – name, email, or phone number. It’s designed to require as little typing as possible.
This is a super easy method not only for you to collect and follow up with leads, but most importantly – it’s easy for customers to give you their information.
[clickToTweet tweet=”Lead ads make it super easy for potential customers to give you their info so you can collect more leads via @igvinc” quote=”Lead ads make it super easy for potential customers to give you their info so you can collect more leads”]
Facebook just rolled out a new feature to the lead ad format allowing you to seamlessly post your lead ad to Instagram at the same time! How awesome is that!? Thanks, Facebook!