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How Personalizing Chatbots is a Key Success for Your Business

Nov 11, 2019

In today’s fast-moving world, there is a plethora of innovative technologies and applications that are revolutionizing customer experience and presenting exciting opportunities for businesses to stay competitive and relevant, including data analytics tools, machine learning and AI-powered tools. But there is one application at the forefront of innovation that is changing the game for businesses around the world. This innovation is chatbots.

In recent years, chatbots have gained popularity for the many benefits they provide businesses with from increasing customer engagement and automating business processes to improving sales and cutting down on operational costs. With the accessibility of disruptive technology, thousands of companies are incorporating chatbots into their daily operation and platforms, including websites, messaging applications, blogs, and software to provide better and quicker customer support.

Thanks to their conversational interface, customers are now using chatbots to find information, make purchases, place orders and more, in real-time, without the hassle of searching online, wasting their time or navigating a complex customer service organization.

Chatbots are no longer an idea that people entertain, but a reality that is helping companies improve their brand image and enhance customer service. According to Gartner, chatbots will power 85 percent of all customer service interactions by the year 2020.

If you are interested in turning your customers into loyal brand ambassadors, keep reading on to find out why personalizing chatbots can help you do just that.

 

Creating Loyal Customers

According to a new research from Accenture Interactive, 75% of consumers are more likely to buy from retailers that provide any of these three services:

  • Recognizes them by name.
  • Recommends options based on past purchases.
  • Knows their purchase history.
  • Offers any of these three options.

Creating personalized chatbots presents an exciting opportunity to truly make your audience feel understood and valued. By using information based on their preferences, purchase history and product offers, you can tailor your customers’ experiences and make them feel understood rather than design their experiences based on broad assumptions. When customers communicate with your company, they willingly present ideas and recommendations, which you can use to become more efficient and produce more customized offerings. Make sure to personalize every interaction in customer service by addressing each customer by name at the right time and on their preferred channel. This way, you can increase engagement and make customers feel engaged and connected with your company.

 

Improving your Brand’s Image

Technologies evolve, and so do customers’ expectations. The most crucial element for any business is keeping customers satisfied and happy. Unless companies make consistent efforts to keep their customers satisfied and engaged through personalization, customers will resort to another competitor who is able to serve them better and tailor services according to their needs and expectations.

Through personalizing chatbots, you will improve the user experience in considerable ways. The biggest advantage of personalization is that of making customers feel valued and understood. Personalization in customer service lead customers to feel proud to be associated with your company and services, since their input, feedback, questions are valued, and their needs and desires are met.

 

Increasing Sales and Profits

It’s a no-brainer that happy customers create more customers. Satisfied customers would be happy to let others know about their happy experiences with your company, products and services, leading to higher sales and profits for your company. Since positive word of mouth is a more organic way of spreading information than other forms of advertising, it means that people will more likely want to know about your products and brand, and as a result buy your products.

Research shows that 88% of consumers placed the highest level of trust in word-of-mouth recommendations of from people they know. Personalizing chatbots plays a crucial role in making your customers act as brand ambassadors and actively spread good words about your company and its services.

What are you waiting for now? If you are on the lookout for creating a personalized experience for your customers, then look no further than chatbots to accomplish that and more.

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