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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.
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.
Twitter has over 300 million active monthly users and can be a great place to reach a large number of people. Twitter announced that advertising would be available back in 2010, but it wasn’t until 2013 that the advertising was open to everyone. While Twitter advertising isn’t as developed as Facebook or Google Ad Words there are still benefits to advertising on Twitter.
Twitter ads allow you to narrowly segment who your ad is shown to. You can narrow your audience by using keywords, common interests (Twitter has 350 interest categories to choose from), or you can even use your own CRM list to target even more precisely. You can also choose the objective of your Twitter ads, such as gaining more followers, website clicks or conversions, tweet engagements, app installs, or engagement leads. The best part is you only pay if someone performs the exact outcome that you want them to. For example, if you are trying to grow your followers, you will only pay if someone clicks the follow button on your promoted tweet.
You also have several options for the type of ad you want to run. You can run a promoted tweet where you create a tweet that is pushed out onto timelines that match your target (similar to a Facebook ads). You can promote your account, which will show your account in timelines to encourage people to follow you. You can also run a promoted trend, which will show up on the left-hand side in the trending box. Keep in mind that promoted trends are very expensive, on average it costs around $200,000 per day to run a promoted trend. Twitter also allows you to choose where your ad shows up — it can be shown in search results, timelines, and on profiles.
There are some drawbacks to Twitter ads, the first of which is that the reporting may not be as vigorous as some other options like Facebook and Google. Twitter does provide you with analytics around your campaign, but it may not be as in-depth or user-friendly as some other platforms.
Since Twitter is a constant stream of information, your ad may be missed by someone who would be interested simply because it got lost in the clutter.
It can also be hard to prove if someone actually purchased something because they saw and clicked on your ad, so it can be hard to get a correct ROI from your ads.
Overall, Twitter ads benefit small businesses by allowing them to specifically narrow and target the audience that the ad is shown to. You can also set the maximum amount your willing to spend on the entire campaign, the amount you’re willing to pay per click, and daily maximums as well. While the platform does have disadvantages, it is possible to find success with Twitter ads. It’s definitely worth a try to see if they will work for your business and audience.
We are all familiar with this pop-up every time we download a new app on our phones. And more likely than not, we hit “OK” just to make the message go away. We want to get into our app, not play 20 questions, right? Well, there’s a marketing method to these small push notifications, on mobile and on a desktop. App creators and web developers seek permission for the app to access your phone or webcam, etc. It’s a courtesy factor! They just want your permission. While the repetitive pop-ups annoy us, marketers really just crave your thoughts and opinions. Push notifications are beneficial for businesses and you may even consider implementing them for your website or app!
Push notifications exist for communication purposes. These don’t necessarily look like the phone notifications that you just want to get rid of right away. On websites, the company usually uses notifications to request information, like your email address and birthday so they can send you special email offers. This is a friendly way of thanking you for being one of their customers. It doesn’t hurt to fill out your information for some good deals!
A lot of the time, businesses find that push notifications on their website increase engagement and click rates. This goes to show how the general interest levels work for their company. If it keeps increasing, they’re doing something right. If not, they know to make some changes. Push notification tools show what’s working well and what’s not based on the engagement and click rates.
Another benefit to adding push notifications to your site is you don’t have to spend any extra money on making an app for your company if you can get your message or request across just by implementing it on your website.
No, this isn’t like a chat window where you’re prompted with questions from automated bots. While the notifications can be automated, they are taken seriously for customer inquiry so they can opt-in or out based on personal preference. Then this makes it easier for marketers to segment their email marketing preferences and mailing lists depending on the inquiry or responses customers submit.
Now, how do I do this without annoying my customers or steering them away? It’s all okay! Just be sure to set your notifications appropriately.
So take into consideration the following:
Time zones – You don’t want your reminders or sales popping up at 5:00AM on the west coast while other members of your audience are just starting their workday on the east coast. Make sure to accommodate every possible audience.
Too many notifications – This is what will scare people away! Let them opt-in. Give the option, don’t bombard them with too many. If you’re unsure of how much it too much, give it a try and track the results. Then adjust accordingly.
Keep it simple – You know how we all agree to the “terms and conditions” of everything we sign up for? Don’t make your pop ups super long and drawn out. Keep them brief with a quick overview of what’s going on. People react positively to short and concise.
Spark Interest – Like mentioned previously, get involved with your audience. Give them coupons on their birthday, send them special deals on holidays, give them coupon codes with other companies you are partnered with. The people love a good deal!
Give it a try– You never know until you try. This could be a huge breakthrough for your marketing team and you may come up with some ideas that create some great leads.
Don’t be afraid to try this out if you haven’t before, and don’t shy away from adjusting the current push notifications you already have in place. Updates are good in the digital world. If you’re unsure where to start or need suggestions, we can help! Shoot us a message and we can share some ideas.
When you are building an online presence it can feel like you are doing a juggling act. You blog, you make sure your website is up to date and responsive. You moderate comments. You manage your social media and you keep track of email signups.
Putting out quality blog posts, revamping your site pages and creating stellar landing pages and call to action are great, but your work isn’t done. You need to be tracking the ROI on things like blog posts, lead conversion, referrals and more. If you aren’t analyzing this information, then you could be wasting time and money and missing out on traffic.
When you go to your Google Dashboard you will see there is a ton of information beyond just page views and bounce rate. The amount of data available on Google Analytics is overwhelming, but when used correctly it is a powerful tool that can increase traffic and rankings.
It is a good idea to explore the options and get to know your dashboard. For example, you can quickly figure out how visitors are getting to your site. Are you getting more referrals from Twitter? Or from Google Plus? Facebook? This is huge, because based on this information you can either A.) Tweak your social media strategy to increase referrals from a particular channel, say Twitter, for example. Or B.) You can stop worrying about Twitter because that’s not where your target audience is, and put more effort into other channels.
There is a ton of interesting and useful information on your Google Analytics dashboard, but you can do better. Creating custom reports enables you to dig deeper to get the metrics that really mean something to you.
A quick look will reveal countless “recipes” that other people use to create custom reports. You can create reports that will tell you how your posts and pages are performing and set goals to find out whether people are taking the actions that you want them to take. Find out where your content is going wrong, and where it is going right.
This information is valuable on so many levels. Don’t leave things to chance. Google Analytics reporting is powerful when used to its fullest. There are resources available to you that can help you create the reports that are relevant to your business. So, don’t wait. Head to your dashboard and start experimenting. If you find the process intimidating, get an expert to help you!