Importance of Chatbots for your Small Business

Importance of Chatbots for your Small Business

Posted by prateek 04/03/2019 0 Comment(s) Digital Marketing,

Chatbots can be useful in many aspects of the customer experience, including providing customer service, presenting product recommendations and engaging customers through targeted marketing campaigns. If a customer has an issue with a product, she/he can connect with a chatbot to explain the situation and the chatbot can input that information to provide a recommendation of how to fix the product. On the recommendation side, chatbots can be used to share popular products with customers that they might find useful and can act as a sort of personal shopper or concierge service to find the perfect gift, meal or night out for a customer with just a few basic questions. Brands are also using chatbots to connect their customers with thought leaders and add personality to their products. In all cases, brands seem to be having great success and experiencing increased engagement and revenue.


A chatbot can have a conversation with a customer but isn’t limited by technology because the AI technology is built in to the software. In most cases, chatbots use messenger apps to communicate with customers. A person can type or ask a question and the chatbot responds with the right information. Depending on the situation, many chatbots can learn from what a customer says to personalize the interaction and build off previous interaction. For example, if a customer talks with a chatbot and asks for movie recommendations, the chatbot can remember which movie the customer saw and follow up with it later when providing a recommendation for a restaurant or another movie. Chatbots have the ability to dig through huge amounts of data to pick out the best nugget for a customer, weather it is a troubleshooting solution or a recommendation for a new product to try.


Chatbots are easy to use and many customers prefer them over calling a representative on the phone because it tends to be faster and less invasive. They can also save money for companies and are easy to set up. Because most chatbots use messenger apps that are already on billions of phones around the world, chances are your customers are already plugged in and ready for your bot. Chatbots are the future of customer experience and have the power to replace search windows and many apps in the not-so-distant future.

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