Chatbots : What are they and why should you invest in them?

Chatbots are nothing less than software applications that simulate human conversions, aiming to improve the quality of service and make it more personalized. If in the beginning chatbots were used, above all, for customer support, nowadays they have gained relevance for the business as a whole, contributing to the improvement of the customer experience, promoting greater interaction with the customer.


How do Chatbots add value?

 Prompt answer

Customers are increasingly looking for information simply and quickly to their questions. With the use of chatbots, you can immediately answer all the questions asked, satisfying the needs of customers.

Revenue increase

The chatbots guide customers in their purchase journey, generating conversion and revenue. The chatbots more advanced can store customer preferences, providing advice, tips, and help at the same time promoting an upselling.

Increased interaction and relationship with the brand

Brand-committed customers tend to buy 90% more often and spend 60% more per purchase. With the increasing importance of online communication, chatbots allow for increased customer interaction with the brand and personalized customer support, leading to increased customer satisfaction.

By providing fast, quality service, chatbots can also help to increase customer loyalty. A 2% increase in customer retention has the same effect as a 10% cost reduction.

Better customer understanding

Customers are increasingly looking for fast and convenient shopping experiences. The use of chatbots allows obtaining information quickly and simply as if customers were face-to-face with the brand’s collaborator. On the other hand, through the conversation data stored by chatbots, it is possible to better interpret what the customer wants, and can also use this information to individualize your marketing strategy and identify trends at a global level.


What are the trends for Chatbots in 2021?

  1. Chatbot-based payments: The use of chatbots will have a direct impact on companies’ revenue by being included in the payment options. Several companies are developing systems where a customer can start the chatbot conversation with the question “pay for electricity” and will be supported in the payment process.
  2. Voice Bots: A survey conducted by Accenture found that online consumers prefer platforms that have a voice-based messaging system. Automated customer interaction is a trend that will increase over the next few years.
  3. WordPress Chatbots: a study conducted by Wiser Websites, a specialist WordPress company in the UK, found that 45% of respondents prefer to interact with a chatbot if it is present on a website. This preference could mean that chatbots are on the way to becoming an essential tool for directing the target audience to the most important information on a website, rather than investing time in analyzing the website’s menu. The chatbots can also help in the generation, prioritization, and qualifying leads.
  4. Humanization of chatbots: the chatbots are being developed at an incredible rate, and today have a wide range of tasks, from answering questions to give tips and suggestions. In this sense, we can expect chatbots to become much more humanized tools, allowing for more structured conversations with customers.

Now that you know a little more about chatbots and what value they can add to your business, are you ready to invest in this tool?




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Susan Ferreira

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