Few months ago Safaricom launched Zuri, a chatbot that was designed to handle some customer care queries. Then Jubilee insurance launched their own named Julie. Zuku has one on facebook and telegram, and I am sure you have stumbled upon a chatbot somewhere while browsing online.
Chatbots are programs built to automatically engage with received messages. The technology has advance to a point where they can detect certain keywords and use machine learning to adapt their responses to fit the situation. This enables a company to improve the customers engagement process and operational efficiency by reducing the typical cost of customer service.
It’s like having a 24 hour customer care that responds texts really fast thus streamlining interactions between people and services ultimately enhancing customer experience.
I have been asked this questions by a number of people. Well, the answer is simple, a big percentage of clients, especially the millennials, will prefer texting to calling. Read this article by FORBES or this one by WASHINGTON POST where they give details and real life examples on this subject. Statistics show that clients today prefer engaging with brands via messages rather than calling. It is not hard to imagine since we are in the age of social media, which highly promotes text conversation over voice calls.
Just take a moment and think about you for instance; I am pretty sure you use WhatsApp to communicate on daily basis, you check out business profiles of Facebook and when you see something you like you are bound to hit the DM first, you will call only after they take long to respond and you really need it.
Now you have a pretty good idea why your phones are not ringing like you expected them to despite you broadcasting your number all over. And if they are still ringing, well, soon the calls will decline, because those who are still calling are getting older by the day ( pun intended)
Well, good for you! If they are delivering as per your expectations then you don’t need to worry. What you need to understand is, if there is anything that the millennials hate, it has to be late text replies. Okay, that and slow wifi. Most business profiles will take on average 2 hours to respond. That’s a whole life time! Some take 24 hours!
This is because your social media handler keeps the page updated with fresh interesting content, but rarely do they respond to inbox and even comments. They post and go. I know this because facebook rates pages according to their response time. So basically even before they send you that message clients will stalk your page and check how long you take to reply. Having a chatbot will help you improve your request time and efficiency with regards to customer care. This will ease up some work for your staff. Also, you staff get leave work at 5 pm, your chatbot works 24 hours.
Another fun fact (totally unrelated) they read emails too, so if you thought email marketing was dead, shock on you. Anybody under 35 years is likely to have at least 3 email addresses. One for social media accounts, another one for junk emails (free trials websites and experiments), and an official email for formal applications.
I thought you would say that. Good decision.
For demonstration purpose visit our website www.silverklique.com and interact will our Chatbot Silvana, or you can do it directly from Facebook on this LINK. Then send me an email firstname.lastname@example.org we will get back to you with a quotation.
Photographer and Lead Strategist at Silver Klique Studio