4.10 customer management(2)

· CHATBOT

30+ Chatbot Usecases / Applications in Business in 2020

· POSTED ON SEPTEMBER 6, 2020

· 5 MINUTE READ

While we were writing about  major chatbot failures and  top chatbots, we started noticing and documenting the areas where  chatbots add value to businesses. Now we are ready to explain how businesses in different industries can use chatbots. For example, on the chatbot use cases diagram above you can see how they add value in the healthcare industry. We will continue with enterprise use cases and examples from other industries and business functions.

And even though we mention numerous business application areas from sales chatbot examples to HR recruitment bots, do not imagine this as a company having 20 chatbots. Consider 2 chatbots for your company, one that is serving all requests from customers and partners and another serving all your employee’s requests. So if an employee needs to create an IT request or if she needs to put in her timesheet, she will use the same system and the same interface.

Chatbot solutions for any industry that serves specific business functions

Customer service

· 1- Answering frequently asked questions: In most businesses, 80% of customer service queries are made up of just a few issues. Some of these issues are simple enough so bots can handle them in most cases.

· 2- Resolving customer queries: Answering questions is helpful but a chatbot is not that useful if it can not complete transactions. For example, if customers frequently call to check the delivery time of their package, it makes sense to let the chatbot handle those questions. Below image is an example of LiveChat’s chatbot that is used by a travel agency website.

Marketing

· 3- Recommending new offers: Recommending the right products to the customer based on her verbal feedback

· 4- Understanding your customers: Asking the right questions at the right times on your application or website

Sales

· 5- Sales assistant (assistant to sales reps): Integrated to your CRM system, your chatbot can act as an assistant to sales personnel, by notifying them when they are assigned opportunities, simplifying lead creation and updates.For example, CarLabs has changed the automotive sales process with chatbots, we interviewed with their CEO, Martin Schmitt, about their product.  You can read the interview and gain insights about sales chatbots from this link.

· 6- Selling/marketing the product in text-only channels: Deploying chatbots to official social media accounts (including WhatsApp) can help organizations attract customers. For example, Dominos launched its Facebook Messenger chatbot (so-called “ pizza bot“) to ease the process of pizza ordering by being where customers are. Customers can reply with a pizza emoji or word so that bot understands and delivers the pizza.

· 7- Customer outreach is better when bots write the first reply. For example, while reaching out to SMEs, you can send automated emails and chatbots can respond immediately to leads. Reduction in response times is one of the biggest boosts to conversion as demonstrated by this  study

· 8- Lead nurturing: Communicating with customers at every stage of the sales funnel, helping them get more informed about your services and products. Bots listen to the needs of customers and provide the information and answers they need. If you are wondering how to build a lead generation funnel with chatbots, Natasha Takahashi, CMO of School of Bots, is explaining the framework on the below video:

Source: AI Multiple (2020)