Ultimate Chatbot Marketing Guide: All You Need to Know

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Himanshu Singh

Senior editor

Parul Saxena

Chief editor

Last updated: February 10, 2021

The idea of using a chatbot marketing for your website or application can freak you out, especially if you know nothing about chatbots and their development.

However, chatbots can be of significant advantage and can help you ease your marketing process along with increasing customer engagement and satisfaction.

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Here is a comprehensive guide to chatbots, their advantages, and how to set them up for your website or application.

Chatbots: An Overview

Chatbots are AI-powered programs that are developed to engage with the received messages without any human involvement. In simple words, chatbots are automated customer executives that can interpret and respond to customer queries without a human interfering in the process. Many messaging platforms like Hike, Facebook Messenger, Kik, and Telegram use chatbot marketing or WordPress Plugin (e.g. MobileMonkey) to improve user engagement. 

Chatbots offer a broad scope for customization; they can be programmed to respond to every message in a similar fashion, or provide different replies to different messages. Since chatbot marketing uses Artificial Intelligence, it enables the chatbot to learn and adapt according to the user messages. 

Chatbots have been out for a while now, but it was until recently that chatbot marketing has emerged as one of the fastest-growing marketing strategies in the digital marketing space.

The Advantages of Chatbot Marketing

Automation is the new business trend, and chatbot marketing provides your website or application with seamless automation. Although it is easy to predict that chatbots help with getting quick answers to questions, get detailed answers to queries, resolve an issue, and escalate complaints too human levels. 

But apart from these benefits at the customer level, chatbot marketing can do wonders for businesses that use it as well. Let’s dive into the benefits of using a chatbot for your website or application. 

1. Reduced Cost and Wasted Time

Automation translates to reduced human involvement, which saves both money and time. For example, if you deploy an in-house customer service team, it will take the team a lot of time collecting the queries, reading them, analyzing them, and planning responses. Chatbots, on the other hand, do it within seconds, which is a big deal.  

However, chatbots cannot answer all the questions, especially if they are not necessary, or the chatbots are not programmed for it. But, chatbots are programmed to escalate queries to the human level, which turns out to be another beneficial feature of chatbots. Since significant human effort is reduced, you can save money on hiring tier-1 customer executives. 

2. Lead Generation and Conversation

Chatbot marketing can help you generate leads by gathering information regarding the users. Standard chatbot questions like why did you visit our page our how can we help you can help collect useful information about the user, which you can use in further marketing campaigns. 

A user might hesitate to share his/her personal information with a human agent but will not mind sharing it with a computerized system, which makes the lead generation process seamless and quick. Chatbots can be integrated with sales teams to utilize the leads and design appropriate marketing campaigns. Moreover, if your sales team gets accurate, high-quality leads, they will love working on them. 

3. Better User Outcomes

If your app or website has a lot of content or navigation buttons, users might face difficulties in finding the information they need. Chatbots act as the users’ companion and guide them through navigating through the interface. In many cases, users and customers might land on your website without knowing much about your brand. Chatbot marketing can help introduce them to your brand and answer some brand and business-related questions that will allow visitors to learn more about your brand. 

4. 24/7 Support

Automation brings wonderful features to the table, and one of them is 24/7 support. One of the major disadvantages of hiring in-house customer executives is shift management. Not only would you need to hire people that will increase costs, but you will have to hire multiple people if you want to provide 24/7 support. With chatbot marketing, you save on a lot of resources as chatbots can assist customers and visitors even when your office is closed.

5. User Engagement

User engagement is the USP of chatbots, as they improve user engagement. If a visitor or customer is facing troubles or requires information, a chatbot can immediately engage with the user to provide a quick, user-friendly experience. 

How to Design a Chatbot for your business?

Chatbot marketing can be a hassle for non-technical marketers, but these simple steps will help you design the ultimate chatbot for your business. 

  • Purpose of the Chatbot

First and foremost, figure out what you want to achieve from chatbot marketing. Run surveys to identify what your customers are struggling with, and create a chatbot that solves the problem. If your customers are facing issues with navigation, develop a chatbot that helps with navigation, and if they are struggling with customer service, develop a chatbot accordingly. 

  • Type of Chatbot

Identifying the purpose of your chatbot marketing will help you determine the type of chatbot you should use. Chatbots vary in types and objectives, but the two models that are used widely include utility and information. Information bot helps with providing necessary information to the users, which would improve the overall customer experience. Utility chatbots, on the other hand, help users complete specific tasks like filtering products or making a purchase. 

  • Choose a Platform

Chatbots can live on various platforms, including Slack, Twitter, WhatsApp, and Facebook. After choosing where you want your chatbot to live, select a platform to develop it. Botsify, Motion AI, and Chatfuel are some of the popular chatbot makers. 

  • Give your chatbot

One of the major tips you should consider while creating a chatbot is that it should not sound like a chatbot. Give it a unique personality and make it quirky, funny, and interactive. 

Conclusion

If you have a customer-driven business, having a chatbot is essential. Chatbots help in providing users a better, engaging experience. Apart from user satisfaction, chatbot marketing also helps you reduce costs, save time, generate more leads, and provide 24/7 support to your customers.

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Himanshu Singh is a Marketing Specialist at SoftwareSuggest, He is well versed in software platforms like eCommerce, project management, document management. He is also interested in domains like Machine Learning and Semiconductors. In his spare time, he enjoys Guitar, Badminton, and Photography.

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