Chatbots: Conversation for All of Us

The use of chatbots, especially when you are dealing with customers by the thousands and maybe millions, becomes an important part of your offering.

Answering questions from customers and taking actions on their behalf is part of business’s life blood and a key driver for engagement. Getting it done effectively — meaning accurately and quickly — is one of the key factors in retaining your customers, even as their demands increase and the kind of experience you provide becomes more and more of a differentiator.

In this whitepaper, I provide you with the Chatbot basics:

• Definitions you need
• Examples of success
• Mainstream use cases
• Current and future value

You’ll see why Chatbots are becoming the must-have for effective Customer Engagement. I’m guessing whether you know it or not, you’ve interacted with a chatbot at some point. There’s reasonable chance that if you had a customer service question and you used the virtual assistant or the less obvious chat window that it wasn’t a human that you were talking to. But, you asked your question, it/he/she asked you something back to get a better sense of what you wanted, and it/he/she then responded. So, you got want you were looking for, right? The answer to your question.

The answer to your question might have come from an actual human being. But possibly not. It may have come from a chatbot too. Likely it will be that you didn’t care because all you truly cared about was a satisfactory answer to the question you asked. You got it and you moved on.

As bland a process as that might sound, it isn’t. Answering questions from customers and taking actions on their behalf is part of business’s life blood and a key driver for engagement. Getting it done effectively — meaning accurately and quickly — is one of the key factors in retaining your customers, even as their demands increase and the kind of experience you provide becomes more and more of a differentiator. The use of chatbots, especially when you are dealing with customers by the thousands and maybe millions, becomes an important part of your offering, your strategy, the experience that the customers have over time with you and the level of engagement between you and each of them.

Read this white paper from Paul Greenberg – Author, CRM at the Speed of Light, 4th Edition; Managing Principal, The 56 Group, LLC to learn more about the chatbots and how they can become the differentiator that you need.