The way people want to communicate with brands has changed radically over the last few years. Today we are not talking about standard 9-to-5, but rather about constant, immediate and personalized connectivity most customers expect from a business. If big companies are somewhat close to it, their personnel expenses skyrocket. Meanwhile, the most feasible solution for startups is to integrate chatbots into their products and help visitors find what they are looking for.
In this short article, I’m going to talk about the role of chatbots in a startup. No matter how big your business is — chatbots can transform your strategy. They make client service quicker, sales teams stronger, and customer acquisition steadier.
Chat + bots
Chatbots serve as sales, service desk and brand representative and are able to handle a virtually limitless number of customer requests at once. If your typical clients are most active after the working hours, they are most likely to contact your business in the evening or at night. That’s where chatbots that operate 24/7 can carry on a conversation with customers until the client team takes over the communication the next day.
On the first date
Like in a relationship, your startup will never have a second chance to make a first good impression. In this connection, a timely and helpful response to the first interaction increases the chances of success. While your customers are in the “getting-to-know-you” stage, chatbots can answer simple questions about your services, geography, and availability and free up resources for more challenging customer inquiries.
Stay in the loop
In a later phase, it becomes increasingly important to collect feedback on how good your product and service are and what you can improve. Alternatively, if clients ask the same questions over again and the chatbot cannot answer them, it’s a chance to update the business process and improve the experience of users with your product.
Below are some real-life chatbot examples that have proved their effectiveness in startups:
- Live chat starter: to welcome visitors, collect their contact info and send them directly to your live support team.
- Leads qualifier: to figure out how ready your visitors are to purchase your product before sending them to the sales rep.
- Meeting scheduler: to let potential customers book a meeting (product demo, consultation, etc.)
- Help desk: to help visitors navigate through the articles or let them create a ticket.
Finally, even though your chatbot doesn’t have a soul, it can have a personality that matches your company culture. For example, consider a specific conversational style or attitude you want to communicate. Just don’t forget to be consistent across all channels, both online and offline.