Businesses are still exploring the capabilities of livechat chatbots, finding inventive ways to incorporate them into their marketing and customer service functions. A chatbot is software that emulates human conversation by leveraging artificial intelligence capabilities like natural language processing, and machine learning. They can have conversations with people on platforms like company websites and apps about topics ranging from new products to order status to store hours.
Many organizations use livechat chatbots for customer support. They can perform functions like answering simple questions and collecting customer information before elevating the chat session (and the information the bot collected) to a human chat agent. But livechat chatbots aren't just for customer service - when implemented correctly they can also help boost sales.
Here are some ways how:
1. Lead qualification
Livechat chatbots can do the upfront data collection needed for lead qualification, which automates a formerly manual task. The sales manager can then review the lead information and assign it to the right sales team for follow up. For example, a bot for a real estate firm could find out that Sharon wants to rent a 3-bedroom house in Salt Lake City beginning July 1, and the information would then be dispatched to the appropriate team.
2. Product recommendations
Livechat chatbots can also make product recommendations based on a customer's purchase history or previous conversations. If the customer has a history of buying pink nail polish, the bot can recommend the new Rose Glitter polish. The livechat chatbot can also recommend some topcoat as a cross-sell.
3. Broadcast Messaging
Platforms like Facebook Messenger have been good for livechat chatbot innovations. Not only can Messenger bots field incoming chats, but they can also initiate conversations if the customers have given permission. This allows businesses to broadcast messages about their newest products or special promotions.
4. Abandon cart prevention
Imagine if you could turn even a small percentage of abandoned carts into sales. Livechat chatbots can help with that by engaging customers at the right time and even offering them discounts as an incentive to convert.
NICE CXone is leading a new era of Smart Digital Conversations by eliminating traditional barriers to exceptional omnichannel customer experiences with new innovations across your contact center operations. Partnerships with leading chatbot providers make NICE a one-stop partner for all your digital support needs. Find out more about what NICE can do for you.
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