The current context and the need for immediacy on the part of users make it essential for customer service to be increasingly fast, so betting on a chatbot to increase engagement seems to be a primary action.
Many users claim that using virtual assistants and artificial intelligence improves the experience when interacting with a brand. This happens mainly because the chatbot reaches where human labor cannot.
In general, bots are systems that provide a good experience, maintain communication, give correct answers and are available around the clock.
Now, if you’re wondering how a brand can use this strategy to improve their engagement with customers, there are several things you need to consider.
Use a chatbot to increase engagement
Engagement is a way to make customers fall in love with a brand. When it’s effective, people spend more time on it. In this specific aspect, a chatbot can be very helpful.
Knowing that time and interaction with a brand on social networks, or on the web, determines the connection with it, a chatbot can help people stay in interaction longer, without becoming invasive or redundant.
All you need to consider in this case is that the bot you are installing has significant resolving capabilities. There are already bots that maintain consistent conversations and respond to users without human intervention. This is important, since less up-to-date programs can become a chore more than a solution for customers.
You can use push notifications
Among the strategies to improve the connection between the company and the community, many options are available, push notifications being one of the most effective. These can be linked to a chatbot to increase engagement.
When users receive a push notification, they receive a very short and impactful message that is related to offers, promotions, studies of their research or intended to improve the user experience.
The most common is that they are received on phones and tablets. However, there are already some for smartwatches and for web pages. The idea is to improve retention.
These messages are intended to generate a reaction. Most likely, they will prompt you to spend more time in an app or generate a specific action. If your message is focused on improving engagement and invites on your website, the user may be received there by your chatbot.
The idea is to double the time and user retention in your channels. This way, you’ll have more presence in their minds and a better chance of making conversions and sales.
Take into account the personalization of the chatbot
A chatbot to increase engagement must have the right settings to be effective.
All customers want and must receive first-rate attention, completely personalized and aimed at resolving their doubts. It seems a bit complicated with an automatic and standard tool, but the truth is that it is very simple.
If you resort to the help of artificial intelligence (AI), you can achieve many customizations with a bot. These tools are able to quickly process data to anticipate the answers your customer needs.
For this, the configuration is essential. The programming of the chatbot is done with human staff, clearly, which is why you must analyze two factors very well: what are the most frequently asked questions and how you can double your engagement time while answering these questions.
Now, the AI must guide the customer, in the event that his doubt is very specific, it must be transmitted, without detours, to the human staff. Only then will you improve the user experience.
A retargeting strategy can be your best friend
All conversion efforts will be wasted if you don’t have a consistent retargeting strategy. This involves repeatedly impacting the same prospect so that the conversion or sale is finally made.
This is related to the hard work of the chatbot because once the user interacts with you, it will leave traces that you can follow to impact it with the right advertising strategy.
This step applies to both users who visit your website and those who see your emails. The point is to have a previous interaction.
Here, the important thing is to take into account the previous point. yesIf a correct personalization of the chatbot is carried out, you will have the necessary data to manage a type of advertising that meets your expectations.
It’s a strategy that targets a very small group but has one thing in common: they are very interested in the brand. According to some professional data, the return on investment of these campaigns is around 300%.
The final key to retargeting is a well-configured chatbot and cookies. Next comes professional interpretation.
The chatbot to increase engagement can also be conversational
Another very viable option is to use a chatbot to increase engagement using a conversational interface, i.e. the bot can talk.
This option is not really new, but it can bring important results. These types of systems also allow a configuration that serves as a filter to solve problems or doubts of users., at the same time keeps the conversation open. Here there is the option to transfer the conversation to a human agent that complements your needs.
This tactic is widely used in so-called telemarketing and also increases interactions.
Complete purchase processes with a chatbot
There are so many possibilities for programming a chatbot that it would be wrong not to take them into account in your marketing strategy. Among them is the guide throughout the purchase process.
As you already know, most people don’t make a purchase the first time they contact a brand, the conversion process requires trust and smooth communication.
Once the sale is made, a brand-customer link is generated, a function of good engagement.
The bot will give your customer a personalized welcome, he will ask all his questions and if everything is resolved correctly, he will become a buyer. If your chatbot inspires the person to decide to buy at that moment, it is already considered successful. However, there are still a few steps to go.
For some visitors, shopping online can be something unfamiliar or complicated, this is an obstacle that your bot can eliminate. A good channel will manage to guide the prospect towards the purchase, for that you need the right questions and options.
Today, around 80% of users need help or advice when shopping online. Can you imagine what you can achieve with a chat that solves everything and guides your users step by step in a personalized way?
This will undoubtedly generate a more pleasant shopping experience, equal to satisfied customers.
Install a chatbot to increase engagement by following up
If you’ve already made a sale, shipping is also key to finishing an experience with a score of 10.
Once your user has made the purchase, they deserve to follow up until their product is in their hands. This is another advantage of the chatbot, which also implicitly improves engagement.
You must collect shipping data and be able to respond in real time on the status of the package. Your bot can also guide your customers through this process so they know how their purchase is going and how long it will take to get to their door.
It’s a bit of an elaborate task, but well worth it, as it will create an unbreakable bond between your brand and your customer.
Other benefits of using a chatbot to increase engagement
In addition to those already mentioned, using this tool will provide you with the following:
- You optimize your team’s time.
- Minimize your payroll costs.
- Capture qualified leads.
- You visualize at which stage of the sales funnel a customer is.
- You collect data to optimize campaigns, segmentation and offer discounts.
- You maintain a fluid and personalized communication.
- You improve the user experience.
- You double the interaction time.
- You increase sales.
- You multiply the recommendations between people.
- You customize push notifications.
- You guide the retargeting strategy.
- You evaluate user behavior.
As you can see, using a chatbot has many important benefits for your digital marketing strategy; it’s all about getting the configuration right. Asking the right questions will help your users improve their experience and connect better with your brand.
In this strategy, everything influences, you just have to execute it correctly. All the previous steps are aimed at improving engagement because they build customer loyalty and, moreover, keep them connected with you, remember that.
If you need advice on installing a chatbot and improving your Digital Marketing strategy, Antevenio We have the solutions you need. Our team of professionals is trained to take your brand to the next level. All you need is to contact us as soon as possible and we’ll start working on your plan for the future.