You may not have even realized it, but you have likely come across a chatbots on your favorite social network. Many brands have decided on this method, one of the most effective when managing customer communication.
Indeed, they are not new at all. Much has been said about chatbots; some examples you can find below are three years old. However, despite their proven effectiveness, brands are reluctant to implement them on their social channels.
2022 is therefore seen as a decisive year for chatbots. At a time when the use of voice assistants is growing (like those of Google, Amazon, and Apple…), it makes sense to bet on messaging on social networks. Even a study by Facebook ensures that 56% of users prefer to contact customer service in a chat rather than by phone. And there are many more advantages:
Of course! And it is no longer that they offer efficient communication with the client but that they improve the digital numbers of the brand.
Vodafone’s chatbot, for example, increased the conversion rate by more than 100% compared to its website. Transaction time was also reduced, and usability results were more significant than ever.
In other cases, as I said before, improving the user experience and brand loyalty are sought. A great example of this is the service that KLM implemented when flying with them. The Dutch airline offered, through Facebook Messenger, all kinds of information about your trip and resolved any questions you might have about the flight.
A chatbot that you can try right now is the one from Spotify. You can get a lot out of the conversation with just a few questions: create a playlist with your friends and let the wizard help you discover new music based on your tastes.
Do you remember any other cases? Have these examples aroused your curiosity? You know, from now on, when you address a brand in a chat… you will always wonder who or what is on the other side!
Also Read : Google Discover, Everything You Need To Know
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