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January 10, 2018

The Power of Chatbots for Your Small Business

A whopping 80% of companies hope to integrate chatbots into their customer service strategies by 2020. Are you part of the 20% still unsure about whether they could help your business?

Why Are Chatbots Trending?

Chatbots offer a tremendous amount of flexibility and efficiency, for a very cost-effective price. Chatbots are available 24/7, even on holidays. Chatbots also ensure consistent customer communications, since you are guiding each answer. By passing off lower-level tasks, like answering basic order tracking inquiries, your employees can devote their time to higher-level customer care.

The Bank of Sweden uses a chatbot named Nina to interact with customers before forwarding them to a customer care representative. As of fall 2017, Nina could answer questions spanning almost 400 topics, and she held 30,000 conversations with customers every month. Over 75% of customers found a solution through Nina and didn’t need to interact with a customer rep. Imagine how much time and money you could free up if 75% of your customers could find the answers they need in seconds with a chatbot!

Is Your Business Too Small to Benefit?

Nope! While many chatbots use sophisticated separate platforms, it’s relatively simple to create a chatbot that interacts through already-established platforms like Facebook Messenger. With a user base over 1 billion strong, Facebook Messenger is a great place to start.

Small Business Chatbot Integration Tips

When designing a chatbot for your website or customer service portal, you should consider the following before you get started:

  • What do your customers want? Younger customer bases expect more and are excited about chatbot integration, but older customers might be less receptive.
  • What basic tasks could be handled quicker and easier by a chatbot? Chances are, you could list 3-5 administrative customer service tasks off the top of your head.
  • How will you secure your chatbot? With data security becoming a more pressing issue every year, you need to have a plan to let your customers know the chatbot is safe to use (and back that up with a concrete security plan!).
  • Where will you launch your chatbot? The most popular spots are company websites. Facebook Messenger, WeChat, Kik and iMessage. 

Partner with My Content Co. for Your Small Business Marketing

My Content Co. knows effective small business marketing, just like you know your small business. Partner with us to see real results from your social media marketing. Visit us online or contact us today at 410324-3934 to get started.