Toggle Menu

blog | January 29, 2018

Chatbots and CRM

Have you ever used a website and noticed a chat appear in the corner of the website? Seeing chats appear is starting to become the norm for many sites...

By WorkWiseSoftware

Have you ever used a website and noticed a chat appear in the corner of the website? Seeing chats appear is starting to become the norm for many sites and internet users. Most of the time chatbots ask you about your experience using the website or to ask if you need any assistance while on the site. Chatbots are more than just add-ons for websites, they serve a true purpose and can also help customer relationship management software users.

Before we get into why chatbots are becoming increasingly popular for websites and social media channels across the board, let’s define what a chatbot is for someone who many not understand or have not had the pleasure of running across one.

What Are Chatbots?

A chatbot is a computer program sometimes powered by artificial intelligence system that carries on conversations with customers online via text. The interactions can range from standard questions to more complex ones that may deal with topics like troubleshooting. The bots also tends to live on different sites such as Facebook Messenger and ecommerce sites.

The purpose of a chatbot is typically to help assistant online patrons. For example, if you are on an ecommerce site searching for a specific item or simply browsing, the chatbot may appear asking if you need assistance with finding an item. Through text, they may answer your questions and help you with your needs.

Why Are We Seeing so Many Bots?

With many things that appear to be on the cutting edge or trendy, we all may begin to see them appear frequently on their respective channels, the same is happening with chatbots. While they have always been around, businesses are looking for ways to increase their chances for a positive customer service experience.

One of the purposes that chatbots serve is to extend a helping hand to customers. Chatbots are also a timely feature, allowing businesses to meet their customers where they are in a style they most prefer, the internet. Customers may not want to speak with representatives over the phone. Emails are not always the best way to reach your consumer base either, since they get lost in the shuffle and often times forgotten about or deleted.

How Can Bots Help with CRM?

These two features can help complement one another and benefit those who matters most, your customers, both potential and current ones. Like previously mentioned, chatbots can help with the customer service experience, which is what customer relationship management software also does. It is an instant way to connect with customers while they shop or browse through your website, asking them about their experience, if they are looking for specific items or need help navigating the website.

With the help of CRM, you know information about your customer base, both specific and overarching. With it, you can have your chatbot communicate with users based on the information you may know about them. It can potentially help promote sales and if customers decide to give reviews, can help you attract more business through customer referrals.

You may have noticed chatbots appearing on websites that you frequent for quite some time now, but as businesses begin to put an emphasis on customer service, along with the help of CRM, chatbots will move past being a trend and take on the role of a website staple.

Related posts

blog | September 17, 2020

CRM Software Origins and History

blog | September 16, 2020

The Most Popular Food Trucks in the US

blog | September 09, 2020

What to Expect from CRM Vendors while Shopping