Benefits of using chatbots on social media are attracting the attention of both businesses and customers. However, before mentioning them, it is useful to convey the statistics on the subject. One of the most important common points of social media and chatbots world may be that their popularity is increasing day by day. According to Datareportal’s report published in January 2022, 58.4% or more than half (4.62 billion) of the world uses social media.
When we look at the statistics about chatbots, we learn that 1.4 billion people use chatbots. In another statistic, we can see that Facebook Messenger announced that it created exactly 300,000 chatbots in 2018.
It would not be wrong to say that these numbers are not up-to-date, that they are increasing and will even increase. So, what are the advantages for businesses of using these two different types of software used by billions of people from all over the world?
In order to answer this question, we tried to bring together 7 benefits of using chatbots in social media channels. We wish you pleasant reading.
What is a Chatbot?
When you call a bank, press 0 to connect to the operator. the channel you contact to find out the status of your order on a shopping site, or the virtual assistant you contact by saying “hey” to your phone… These are all examples of chatbots.
As you can see, chatbots are computer programs that you chat with within the field of your life. If you want to get more detailed information about chatbots and learn about the advantages it provides to various businesses, you can take a look at our other content about chatbots.
What are the Benefits of Using Chatbots on Social Media Platforms?
Today, many businesses that actively use their social media accounts make use of chatbots on their platforms. Applications such as WhatsApp Business API, Instagram Business API, Facebook Messenger, Slack, and Discord are the areas where these computer programs are widely used.
Chatbots, which stand out by providing the fastest response to customers, has many benefits for businesses using social media channels. Among these benefits, 7 important ones can be listed as follows:
Chatbots instantly respond to customers’ questions and requests. While a customer representative can only communicate with one customer at a time, they can respond to the needs of many customers at the same time.
It should not be a coincidence that in Userlike’s study, 68% of respondents preferred the quick response feature when asked about the most positive aspect of their conversation with a chatbot.
24/7 Uninterrupted Service
Your customers may not always try to reach you during working hours. In such a case, if you are not using a chatbot, you may respond late to your users and perhaps miss the opportunity to communicate with them altogether.
However, chatbots provide you with 24/7 uninterrupted service, eliminating the problem of working hours and responding to the needs of your customers.
As a customer service operator, hiring people and training them in customer service is very costly. For this reason, making use of chatbots provides a saving opportunity.
They also contribute to the productivity of your employees by easing the burden on the people working in your customer service department. It’s worth adding that Juniper Research said in 2017 that chatbots will save $8 billion by 2022.
Increasing Customer Interaction
Today, people want to get a response as fast as possible from many platforms, applications, sites, and digital devices they use. Chatbots also interact with customers by responding quickly.
In fact, chatbots based on artificial intelligence, using machine learning and deep learning models, can even proactively sell by taking their interaction forward. So the potential to increase customer engagement is huge.
Improving the Customer Experience
Studies in the field of user experience / UX have gained momentum in recent years. The quality of interaction with the user plays a very important role in the success of companies. Because improving the user experience helps to retain existing customers and opens the door to reaching potential customers.
One of the effective ways to improve the customer experience, which is almost as important as the service offered, is to make use of chatbots on social media platforms. These chatbots turn into an interface for customers, allowing them to access the information and service they want without wasting time.
Gaining Insights Through Measurable Data
Customer insights; It allows you to better understand your customers and learn more about their thoughts, feelings, and needs regarding your services. Thus, it contributes to the development of your relations with your customers.
Chatbots also provide you with many measurable data as a result of interactions with customers. By analyzing and interpreting this data, you can gain valuable customer insights and take effective steps for the growth and development of your business.
Eliminating the Need for an Extra App
Businesses do not need an extra application to communicate with their customers’ thanks to chatbots. Thus, they get rid of many disadvantages such as the update requirement brought by the applications, and application errors while connecting to social media channels.
Therefore, it can be said that a good chatbot is a good alternative to applications and may even be more functional than them in many respects.
Although we have discussed only 7 benefits of using chatbots on social media platforms, we need to state that this number can be increased even more. If you want to get more detailed information about chatbots and integrate chatbots into your social media strategy, you can contact us immediately.