In fact, conversational intelligence requires hundreds and thousands of interactions to learn even the most basic nuances and even then it’s best suited for carefully construed questions that are more common in a customer service context than a sales context. In fact, 29%* of customers find scripted, impersonal responses the most frustrating element of chat.Įven the latest and greatest in conversational intelligence technology cannot replicate the nuances of a live sales agent, especially when it comes to converting conversations into leads and sales. Quite often, bots can’t help potential customers in the right way and leave no option to escalate the conversation to a live representative, thus creating unnecessary frustration and losing sales. We’re still in the early stages of figuring out how comfortable people are in having meaningful conversations with, effectively, robots. On the other hand, even though the chatbot technology is rapidly improving, chatbots themselves still vary wildly in the quality of their conversations. People will be less willing to wait for your SDR to call back or leave their email to download a white paper - they’ll pretty much demand instant access to the information they are interested in. If you don’t adjust, it’ll change your sales pipeline and break your marketing funnel. The chatbot trend, a shift to interactive engagement, will have a significant effect on all your sales and marketing efforts. 41%* of customers prefer live chat over any other experiences including phone, email, and social media. Instead of clicking through every page, reading all the available information, and then contacting the company via email or a website form, visitors will be more inclined to simply ask the bot and expect a precise answer right away. The radical change that we’ll continue to see in 2022 and beyond will then have to do with the shift in website visitors’ behavior. Your website visitor then has the agency to steer the conversation where they need it to go and expect the chatbot to use the conversational UI to adapt and give the visitor exactly what they are looking for. When you install a chatbot on your website, it’ll generally greet every visitor with a predefined message, something like “How can I help you?” (often called a ‘Chat Invite’). Utility-based bots try to solve a customer’s problem, whether it’s buying something, connecting you to the right person, or scheduling an appointment. Bots that are informational in nature can provide updates, news, deals, and other notifications. There are two general approaches that chatbots can be based on: information and utility. In a nutshell, chatbot marketing means using automated bots to fulfill your customers’ and, by extension, your marketing goals. So what does this global shift mean for your company? How does chatbot marketing affect your team of SDRs in the near future? And why is coming up with your own chatbot strategy today more important than ever? The Current Landscape of Chatbot Marketing New types of bots seem to enter the market every few days, from those that simply serve you self-help FAQ guides to the ones that are able to lead semantically complex conversations by leveraging the power of artificial intelligence (often called ‘Conversational Intelligence’ or ‘Conversational AI’). It’s no secret that chatbots have been gaining popularity across all kinds of businesses with astonishing speed. More often than not, these messages are delivered from a chatbot. Visit any website today and you’ll most likely be greeted with a polite message in the bottom-right corner of your screen.
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