Support chatbot tools aren’t entirely new. The first one was invented in 1994 in Massachusetts; but it wasn’t until the early 2000s that businesses started to integrate them into their marketing and customer service strategies.
Now, more than ever, support chatbot tools are in vogue. More than 1.5 billion people use them worldwide and appropriation is only expected to grow over the coming years.
Perhaps this has something to do with the exponential growth of ChatGPT which marketers and businesses are using to improve research and create more content.
Here are three reasons support chatbot tools are trending in 2023.
The importance of personalised marketing
Thanks to AI software – like the aforementioned ChatGPT – businesses are able to generate more content. But this is at the expense of quality. Blogs, emails, and web pages created by computer programs sound impersonal – failing to make that all-important emotive connection with the target audience.
Support chatbot tools have historically been rule-based, providing pre-loaded responses triggered by specific questions. Again, this has resulted in unnatural interactions that do little to make customers feel valued and instead more like a number.
Modern chatbots can meanwhile:
- detect when customers are happy or sad and modify their responses accordingly – thanks to a process called sentiment analysis
- transfer a customer to a different team if unable to understand or solve the problem at hand, preventing inevitable frustration
- switch gears by upselling a different product if a customer isn’t giving off the right buying skills, increasing the prospect of a sale
2023 chatbots provide invaluable insights
Support chatbots combine several job roles into one. They’re savvy sales agents. They’re frontline customer service coordinators obsessed with excellence – and high IQ’d data gatherers who love spotting trends in data and using those patterns to provide even better user experiences.
This means your business can use insights gathered as a direct result of customer interactions with its chatbot to spot behavioural trends, service delivery gaps, or upsell opportunities. The result? Superior offers your customers are bound to love. And no, this isn’t science fiction. 91% of customers are more likely to buy from brands that make better recommendations.
Take your brand’s tone of voice next level
Tone of voice matters. It personalises your brand and tells people what to expect when they pick up the phone or enquire online. This makes it an important part of your marketing strategy.
- If your tone of voice borders on bawdy it will probably deter customers who’d prefer a quiet conversation with an expert who’ll use more traditional forms of salutation
- Conversely, if you work in the professional services sector, your brand voice will be more formal which might strike the wrong note with prospects wanting a more vibrant experience
Tone of voice should permeate every aspect of your marketing: messaging, images, how you answer the phone and without exception.
So why should your support chatbot tools be any different? Advancements in AI technology means voice bots will soon be a thing.
Offer users the choice of two mediums – text or voice – and they’ll feel more valued, resulting in a streamlined and stronger experience.
Would you rather chat to a real person?
Then book a free consultation with one of our digital marketing experts.