Why Your Small Business Needs A Chatbot.

By now most of you have heard of chatbots, for those who haven't a chatbot is software, powered by rules and sometimes artificial intelligence, that you interact with in human-like form via a chat interface. They’ve been around for decades in one form or another. Yet the last couple years have ushered in a new wave of chatbots that take their functionality to a whole new level.

Since Facebook launched its chatbot platform, more than 11,000 bots have been added, meaning you now have the ability to connect with the more than 1 billion people who use the Facebook Messenger app every month.

If you’re a small-business owner interested in streamlining marketing or customer service, then using a chatbot is something that’s worth taking a closer look at. There is nothing more cost saving and easy to use, where you will see an ROI the same week you implement it then a chatbot right now.

Did I get your attention? Good! So, what exactly are chatbots you say? And what is all the fuss about? Chatbots are simply computer programs designed to mimic a normal human conversation. Most chatbots use a chat interface for communication.They’re compatible with all the major chat message interfaces, including Facebook Messenger, Slack, and more. They can also be designed specifically for use with a companies private chat or messaging services. How does that work you ask? Chatbots are governed by a predetermined set of rules. The best chatbot software companies combine these rules with artificial intelligence. In other words, these chatbots can actually relay complex information and make informed decisions instead of just spitting out the same information over and over again.

So what are chatbots used for? Typically, in business, they are used for functions such as customer service, generating new leads, and making the sales process easier. However, new chatbots are being introduced all the time that help customers with all sorts of different problems.

Which brings us to the benefits of Chatbots. There’s a reason so many businesses, both large and small, have jumped on chatbot technology. And the reason is that chatbots bring about a variety of important benefits, some of the most important benefits of chatbots for small businesses include:

Growing the Business – Chatbots enable small businesses without extensive resources to find new leads, convert customers, and provide better more accurate and efficient customer service.

Less Time/Less Money – Chatbots are an affordable means of providing a better customer experience. They don’t take time away from otherwise busy employees and don’t cost much money to use.

Cheap/Easy – Hiring a developer to build a basic bot is remarkably easy and affordable.

Simple Interface – Chatbots are easy for customers to use. Design yours with a simple interface to make interaction a breeze.

Forefront of Technology – There’s no denying that chatbots are going to be an online business standard in the next few years.

Incorporating them into your small business plan now ensures you’ll be at the forefront of this technology and ahead of your competition. But don't expect a chatbot to run your business all by itself, in other words, don't rely too much on the technology only, if you lose that face-to-face, the person-to-person feeling of customer interactions, you will lose your customers as well. The main issue small business owners want to look out for is sacrificing authenticity by using chatbots. SO instead use a chatbot to allow you and your employees for more genuine time and interaction with your customers and give them the feeling you are going above and beyond. Keep in mind that for a small business, building an authentic brand and creating solid relationships with your audience is beyond important. With a chatbot, you will have more time to do just that.

You now know what chatbots are and how they could benefit your small businesses. But how can you actually use them, and how does it apply to your business or industry? Here are a few examples of ways I've seen chatbots being used to effectively grow a small business:

Customer Resource – Chatbots are a lot smarter than most people assume. For example, they actually remember the information users tell them. They’re able to learn this information and use it to better help future users. Use it as a frontline customer resource, especially to field basic questions and concerns.

Simplify Sales – In addition to providing information, chatbots influence sales. The best bots automate the sales process to streamline it from start to finish. Use a bot to simplify sales on both ends of the equation, for the customer and your small business.

Influence Decisions – Unfortunately, most small businesses don’t have the resources to give every new customer one-on-one attention. That’s where chatbots come into the picture yet again. Bots can make recommendations for users based on a variety of data gathered from simple questions and previous interactions. Chatbots free up company time while providing a dynamic new form of 24/7 sales support.

Increase Engagement – Facebook has recently opened the gates to its Messenger platform. These changes allow businesses to use chatbots within the Messenger platform and interact with customers on your Facebook page. So not only does this help with improving customer service and boosting sales, it also directly correlates to increased customer engagement on social media platforms. You can use a well-developed chatbot to drive new users to your other social media accounts.

Streamline Payments – The latest chatbot technology can use features that allow them to act as a streamlined payment system. Customers can actually pay for their products without ever leaving the chat interface. Bots that store payment details of regular customers make ordering new products or services as easy as a click of the button.

Answer Questions – Perhaps the easiest and most popular way to use a chatbot

So armed with this information what is your 2018 chatbot strategy going to be?

Chatbots are still a new technology as far as being effective goes, and as time goes by they become better and better. Incorporating one into your small business plan today gets you a leg up on the competition. I would recommend starting with a basic customer service chatbot. Developing a standard “question, reply, question, reply” chatbot uploaded with the most common customer questions which are cheap and easy to do. Most Q&A chatbots can be built in an afternoon simply with the data your company currently stores on your customers. In addition, it also frees up valuable employee time. I invite you to test the waters with a basic bot and build into your particular niche from there. The opportunities are literally endless when it comes to the new breed of bots for small businesses!