The Role of Chatbot for Marketers & Customer Service

Chatbots have become an increasingly popular tool for marketers and customer service teams in recent years. These conversational agents use natural language processing (NLP) and artificial intelligence (AI) to interact with customers and provide personalised assistance, information, and support. Hence, this blog aims to discuss the role of chatbots in marketing and customer service.


Role of chatbots for marketers: 

Chatbots are revolutionising the way marketers interact with their customers. With their ability to initiate conversations, collect information, and provide personalised recommendations, chatbots have become an essential tool in multiple aspects of marketing. In this era of digital marketing, chatbots are playing a pivotal role in enhancing customer experience and increasing business growth. Below are the ways in which marketers can leverage the power of chatbots: 

  • Lead generation 

Chatbots can be used to initiate conversations with website visitors and collect information about their preferences and interests. This information can be used to personalise marketing campaigns and create targeted messaging. Finnish software company Giosg has created ready-made chatbot templates which are being utilised by different companies to smoothen the process of communicating with site visitors and customers.  

  • Customer segmentation 

Chatbots, unlike human customer service agents, can segment customers based on their behaviour, interests, and preferences. This segmentation can be used to deliver personalised marketing messages and offers. Chatbots can use data to identify needs and deliver solutions, automatically upsell product recommendations, and provide instant answers to frequently asked questions (FAQs). Chatbots can also adapt their tone of voice to meet the customer's demands, and their conversations emulate human interaction while providing high-performing responses. This gives response teams more context if the customer reaches out again. 

  • Sales support 

Chatbots can assist with the sales process by answering product-related questions and providing product recommendations based on customer needs and preferences. For instance, LiveChat has created a chatbot that can answer FAQs within a short amount of time. If there is a question that it cannot answer, the chatbot will create support tickets that can be tracked and will be answered by available customer service agents. 

  • Customer engagement 

Chatbots can engage customers through personalised conversations and keep them notified about new products, promotions, and other marketing initiatives. Chatbots can keep customers interested through different methods of customer engagement, such as sending engaging videos and images related to the products and coming up with quick solutions.


Role of chatbots for customer service: 

  • 24/7 support 

Chatbots can provide customer service 24 hours a day, 7 days a week, without the need for human agents to be always available. This ensures that customers can get assistance whenever they need it, which can lead to higher levels of customer satisfaction. Chatbots can also automate repetitive tasks such as answering FAQs, providing order status updates, or handling returns and exchanges. This frees up human agents to handle more complex inquiries and tasks, which can improve overall customer service. 

  • Improved response times 

It is very important for brands to be able to respond to customer inquiries quickly, seeing as 78% of customers are more likely to buy products from a brand which responds to their inquiries at a fast pace. With that, chatbots can handle a large volume of customer inquiries at the same time, which makes them highly efficient. They can respond to customers instantly, without any delay or wait time, which saves time and effort for both customers and agents. Chatbots can also quickly provide customers with the information they need, such as order status, shipping details, or product specifications. This can improve response times and help customers get the information they need more quickly.  

  • Personalised assistance 

Chatbots can use customer data to provide personalised assistance and recommendations. They can suggest products or services based on a customer's purchase history or browsing behaviour, which can increase customer satisfaction and drive sales. Having a chatbot that can provide personalised assistance would be beneficial as 91% of consumers have stated that they prefer brands that have the ability to offer personalised recommendations. 

  • Lower costs

Chatbots are a cost-effective alternative to human customer service agents. They require less training, can handle a higher volume of inquiries, and don't require breaks or vacation time. This can lead to significant cost savings for businesses. It is also helpful for human customer service agents as it gives them more time to answer more important questions rather than the basic FAQs that chatbots can easily provide.  

  • Improved customer experience 

Chatbots provide a seamless and convenient customer experience by allowing customers to interact through their preferred channels and providing instant solutions to their problems. They are capable of this by collecting valuable customer data, such as customer preferences, product feedback, or purchasing behaviour. This data can be used to improve products and services, as well as to inform marketing and sales strategies.


Engage better with your customers through conversation platforms 

As seen, chatbots have been beneficial to modern marketing and customer service strategies. They provide a cost-effective and efficient way to engage with customers, provide personalised assistance, and improve the overall customer experience. Through better customer engagement, you can attract more leads and increase your marketing ROI.

We help brands and businesses to automate, design, and personalise unique content as well as conversations on messaging applications such as WhatsApp, Line and more with our chatbot builder to promote your array of products and services.

Wish to implement or learn more about chatbots for marketers and customer service? Contact us for any queries today.

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