What is a Chatbot?
A chatbot is software that can converse with a user in their natural language through mobile and desktop apps or websites.
Chatbots are emerging as a major global trend across various industries. According to a recent study, 1.4 billion people use messaging apps and are willing to use Chatbots. The chatbot market is anticipated to hit approximately $1.2 billion by 2028 with an annual growth rate exceeding 24%.
Chatbots can perform all sorts of useful business tasks. Their features depend on the needs of your business. There are chatbots for customer support, marketing, surveying, information, healthcare support, sales, and more.
Chatbots have the potential to increase sales for businesses in various ways. We have broken down the topic of how to use chatbots to boost sales to help you better understand the value of these incredible bots:
- Lead Generation
- Easy Quoting
- CRM & Customer Support
- Personal Shopping Experiences
- Breaking Language and Region barriers
- Directing Customers to Physical Store
- Instant Access to Promotions & Leaflets
Generating quality leads at scale is key for any business. Whether your offering is digital or a physical product, selling to customers can be a fairly complicated and involved task of attracting, qualifying, and eventually converting the sale. Chatbots can help with various tasks in this process.
Chatbots can start conversations with customers who are using your website and app. They can send a proactive message to someone who visits a certain page or has been browsing for a specific amount of time.
Chatbots can ask users if they are interested in something specific like pricing, product details, availability or terms and conditions. Sometimes it even helps if your chatbot provides suggested quick replies to make it easier for customers to respond, this also makes it easier to identify their specific interests.
Once a user responds the chatbot can then reply with targeted helpful answers or link to a web page with more information. You can also then tag the conversation as a specific interest.
You could then follow up with additional questions like: “How big is your organisation?” and provide more helpful information depending on whether they are a small business or an enterprise.
Or you could ask them “what is your role at your organisation?” and then point them to helpful documents depending on if they are a marketer, developer or finance person.
Your chatbot could even offer to schedule a call with someone from your team directly in their calendar using a service like Calendly and ask the customer for their contact details.
If you offer a service, providing quotes to customers can be a time-consuming process. Most enquiries won’t lead to a sale so how does your business treat each and every customer with the attention they need to win them over? Chatbots can help you automate this process with a personal touch.
Chatbots can automate the quoting process. A chatbot could ask potential customers questions about their needs and use this information to provide a customised quotation. Chatbots can provide instant quotes to users without the need to talk to a sales agent.
From there, the chatbot can encourage the user to take a preferred action like ordering the service, adding a product to the cart, or opting in to be contacted by a sales agent. South African car insurance company, King Price, use a chatbot to provide instant quotes to customers with the option of taking on a premium via a live chat agent. This has greatly increased the number of insurance premium sign-ups.
Read our case study about a chatbot that provides quotes over WhatsApp for King Price insurers: https://www.apexcrm.co.za/portfolio/king-price-whatsapp-for-business/
If there is one thing customers dread, it’s waiting on hold for customer support. It can be such an inefficient experience for your customers, and sometimes they get no assistance. Even if they have just a simple question, like if your business delivers to their location, or how long does delivery take, or when a product will be back in stock? Instead of phone calls, chatbots can answer these questions so customers can get on with placing their orders. Because of the speed with which questions can be answered, customers will have a more positive user experience, which makes them more likely to purchase.
Personal Shopping Experiences
Chatbots are intelligent and can personalise each and every shopping experience according to the user’s preferences and history. They can up-sell by recommending products based on the user’s purchase history or help close a sale by offering free delivery for shopping carts over a certain amount.
Breaking Region and Language barriers
Most service and product-oriented businesses offer their expertise to the world and so communication can be an issue if your site or app does not accommodate more than the language of the country in which it is based. Chatbots can handle this by responding in different languages.
With a chatbot, users can engage in the language of their choice to make an inquiry or place an order. Customers feel more comfortable purchasing from businesses when communicating in their own language.
This is taken a step further in a country like South Africa, which has 11 official languages. Power Fashion offers their WhatsApp Business chat in all 11 official South African languages – smashing any barrier that might prevent a customer from interacting with their brand.
Breaking the language barrier helps to leave a long-lasting and positive impression on buyers.
Directing Customers to a Physical Store
While the COVID-19 pandemic has forced many businesses to close their physical stores and moved to sell through eCommerce channels, there are instances where your webshop isn’t enough for a customer, or your service requires customers to come to you.
Using geo-location pins and street addresses, chatbots can instantly determine where a customer is and where their nearest store or branch is. The chatbot can provide instructions or send a Google Maps link to direct your potential customer.
Save Hyper uses a combination of the location features and promotional leaflets to get shoppers to their nearest store branch.
Instant Access to Promotions and Leaflets
In a recent study, it was discovered that South African shoppers prioritise convenience (40%), price (39%), and stock availability (33%) when making purchase decisions, with speed (41%) being the most important factor.
With these shopping behaviours in mind, chatbots can be a great way to highlight promotions that customers may be interested in.
These are just some of the ways you can harness chatbots to boost your sales and grow your customer base. There is immense value in the convenience, timeliness, and cost-effectiveness of chatbots.
Are you inspired and ready to set up your own business chatbot? Visit our chatbot product page or get in touch with sales to set up your chatbot in a few short steps.