Before we get ahead of ourselves, there might be a few that ask: “what is a chatbot?” A Chatbot is a software solution that mimics a conversation between a user and the interface which can be done by text or voice. Chatbot technology has been around for quite some time and the first of its kind was developed in the 1960s. Throughout time popularity of these applications has risen with more investments and greater advancements. We will not look into how to develop a solution or how it works but rather its application to today’s business, more specifically, B2B commerce within manufacturing.
From a sales application, companies can use chatbots in different ways. Ordering suggestions is one of the possible applications that you can deploy the solution. Bots can help customers by suggesting products that might be best suited for them based on algorithms and questions they ask the users. In addition, in the event that some items are not in stock, the bot can be programmed to recommend alternative products. The bots can even help generate leads when a customer lands on a company’s website. It can instantly ask for customer information and offer the customer a chance to be contacted back at their convenience if that’s what they desire. Lastly, they can help abandonment rate by keeping your customer engaged when they log on by providing additional information that they might be looking for.
Customer satisfaction is just as important as generating sales because it is a strong indicator of customer retention. If you have global operations then chatbots can help offer 24/7 support for your customers. Chatbots don’t sleep and can answer your customer’s questions at all times around the clock even on holidays. Instead of a page with static FAQs, a chatbot can help answer questions without customers having to look around for their answers. Thus increasing customer satisfaction! Like the order suggestions the bot can be programmed to share product information to your clients so they can get advice on what products might be best for their needs. In addition, the bot can also provide details on how to best use your product and how to troubleshoot problems customers may run into. Once things get too complicated you can offer them the ability to receive a callback or offloaded a real person online.