Chatbots are computer programs meant to simulate human conversations with customers. Whether AI-based or flat, chatbots are a method many e-commerce businesses utilize to cut down on the cost of human labor.
Why Are Chatbots Important?
In the year 2019, digital assistant tools are an increasingly hot and popular trend. Consumers like using chatbots, such as the ubiquitous Amazon Alexa or Apple Siri. Despite the complexity of those two, in particular, when surveyed consumers responded that they tend to ask simple questions of their bots. With this knowledge in mind, chatbots do not necessarily need to be complicated, just capable of answering questions humanistically.
More than ever, consumers expect to interact with businesses 24/7. Chatbots are a good way of ensuring consumers feel tailored to around the clock without hiring extra people to compensate.
Why Consider a Chatbot?
Chatbots are versatile tools. They can be used to answer simple consumer questions not readily accessible from an FAQ or customer support e-mail. In many instances, they can even produce funny jokes or entertain consumers. This all elicits the illusion of an all-encompassing consumer experience.
Chatbots are also much cheaper than human labor. Humans require breaks, scripts, and cannot be expected to work 24/7. Even essential emergency personnel are expected to sleep eventually. A chatbot is a computer program, created specifically to market your company and sell your product. If your bot is a positive enough experience, consumers may trust your company more than others for their service needs.
What Does 2019 Mean for E-Commerce Businesses?
For 2019, businesses are expected to be more mobile and flexible than ever. Consumers know what they want. They want their questions answered now, not later, and they want to feel like they’re talking to another human.
Not to mention, competitors are increasing their reliance on chatbots as well. Services such as Facebook Messenger and Kik allow for personalized consumer experiences on their apps. Other businesses are analyzing the data and usefulness of chatbots and they’re already making the switch.
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