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Chat bots are something that every marketer, business leader and entrepreneur needs to use and take advantage of. A chat bot is a computer program that will automate certain tasks, typically by chatting with a user through a conversational interface, such as when you visit their website or Facebook page.
Chat bots essentially automate low-level customer service functions (for example, providing clients with business opening times, contact details, FAQs, etc.). They simulate how a human would behave in a conversation, and you may have even come across a chat bot without knowing it when you've sent a message to a retailer or company via Facebook Messenger, for example.
If you're looking into using a chat bot for your business, it's important to decide how and why you'll use one. The main four ways to use a bot are:
- TO CONNECT (be available to solve a client’s problem via instant messaging in a simple, accessible way).
- TO REFINE (encourage more use of the bot and optimise its conversational strategy).
- TO UNDERSTAND (design a conversation with filtering questions to understand the client’s intentions).
- TO DELIVER (provide a solution and clear answers within the messaging app without forcing the client to look elsewhere).
Clients want quick, easy answers to their queries, so bots help us achieve this. According to a HubSpot research report, 71% people use messaging apps to get customer assistance. Many do it because they want their problem solved quickly. Around 32% of companies use chat bots.
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