You would hardly be surprised to read that our team keeps a very close eye on recent trends in the field of online marketing. At our digital marketing agency in Auckland, we like to know what’s happening, where it is happening, why it is happening – and whether or not it should be happening at all.
One of the more intriguing digital marketing trends of 2020 is the continued rise and rise of chatbots. Chatbots use artificial intelligence (AI) software to act as a virtual “concierge,” and are often the first point of contact with a potential customer who has just arrived at a brand’s website. Chatbots communicate with the visitors, extending a greeting and then offering customer support functions, usually through the use of text chat windows, but verbal interactions are also possible in some cases.
Some new research reveals that chatbots are being embraced by both business and customer. One study shows that 80% of businesses claim that they want to start using chatbots at some stage in 2020. When you look at the benefits of doing so, can you blame them for their enthusiasm?
- Chatbots are at a customer’s service 24 hours a day and seven days a week.
- They provide instant responses to customer queries
- They’re tireless! No need for breaks, holidays, or overtime pay
- The AI gains invaluable data insights and learns more about the customers, allowing for an improved service over time.
- Bots deliver personalized interactions without drawing on limited human resources.
Website visitors seem to enjoy these AI-powered interactions. More research done earlier this year showed that 43% of consumers prefer to message an online chatbot rather than to phone customer service centres when communicating with a brand. That instant response and the ability to receive customer support without the need to build a human relationship which might lead to (shock, horror) some sort of commitment are cited as two of the big reasons why.
So, with both businesses and customers happy for chatbots to be a part of their lives, we don’t see this particular trend running out of steam any time soon. If you’d like to chat about chatbots with us, or any of the other digital marketing trends we’re seeing in 2020, get in touch and let’s discuss how we can make some of them work for you.