Are You Using Chatbots? 5 Chatbot Stats You Need to Know
Are chatbots taking over the world? Many of you might be sceptical about the idea of chatbots. How useful are they for businesses? Can they really answer customer enquiries? And even generate sales and nurture leads? The truth is many businesses are already utilizing chatbots as part of their marketing strategy. And the most used chatbot is the Facebook messenger bot. The facebook messenger bot can integrate with your e-commerce store, answer customer enquiries and offer product recommendations if created right. For example, for customer service Staples and Next both use Facebook messenger bot to answer common customer questions within minutes. While other companies, such as Spotify use the Facebook messenger chatbot to recommend songs and playlists. If you are not convinced by the value of chatbots for your business, then here are 5 chatbot stats you really need to know.
5 chatbot stats that will change your marketing:
1. The market for chatbots is growing
According to Facebook, 2 billion messages are sent between people and businesses monthly. This offers businesses a great opportunity to build a trusting relationship with their customers. And opens up a new level of customer service which is almost immediate, unlike with emailing, calling or Twitter support. A recent survey even found that the top 3 things a user might use a chatbot for are:
- Getting a quick answer in an emergency
- Resolving a complaint or problem
- Getting a detailed answer
Making chatbots the perfect companions in providing exceptional customer service.
2. Easier for customers to engage with your business
55% of consumers are interested in interacting with a business using messaging apps to solve a problem (HubSpot, 2017). Customers want their problems solved in the quickest time possible. If your customers are based in different countries, a chatbot can support your customer service team by providing a response straight away – even if this is at midnight! According to Ideal (2018), 64% believe the top benefit of chatbots is the ability to get 24-hour service. Chatbots can also be more interactive compared to emails, as the right chatbot configuration could initiate a real-time back and forth conversation with the brand. And even make gathering feedback from customers easier, as you could integrate quizzes, photo carousels and multiple choice options to engage the user.
3. Increases conversion rates, especially for e-commerce
47% of consumers would buy items from a chatbot (HubSpot, 2017). If you own an e-commerce, you might be aware of the amount of enquires you get about your products online. Imagine being able to automatically tell your customers you have a promotion running or a clearance sale. And even offering your customers product recommendations based on a series of questions (Just like Pure Cycle), all inside the Facebook messenger. You could be selling items from your shop while you sleep!
4. Increased awareness of your brand
The average open rate of messages is 98% compared to the average email open rate which is only 21.8%. Anything you want to say, it is best said through a messenger. You could even program a chatbot to respond to certain keywords. For example, if a customer is asking about bikes, your chatbot could remind customers that you have a sale on your bikes or you could even offer them a coupon on their next purchase to encourage them to make a purchase. Coupon redemption is especially at it highest through messenger apps or SMS messaging compared to email marketing.
Is Chatbot marketing part of your strategy?
Chatbot marketing has come along way, since the launch of the Facebook messenger in 2010. Today companies have the ability to not only advertise in the messenger but can also automatically respond to customer enquiries, recommend products and showcase any special offers. And just a little side note, the Facebook messenger now has over 1.2. Billion monthly active users (Sprout Social, 2018). We hope these chatbot stats convince you of the benefits of considering chatbots as part of your digital marketing strategy. Let us know your thoughts on chatbots as a marketing tool in the comments below.