Have you noticed an uptick in the number of companies utilizing chatbots over customer service chats in the last few months? It’s enough of an increase that even publications like Business2Community recently highlighted the trend. Not only is the use growing online either, mobile apps are becoming more and more chatbot focused as companies veer away from customer service lines and emails and toward real time answers.
With chatbot technology customers are no longer waiting in a queue to be helped and they aren’t confined to a 9 a.m. to 5 p.m. call window. They don’t have to wait 24 – 48 hours for an email to be returned either. This is a type of instantaneous customer service that people can’t actually manage, so the AI technology is taking it by storm.
It’s important to note the rise of these interactions with mobile apps. It shows that businesses are putting more onus on their mobile apps than ever before. Not only are they there to showcase product or entertain customers, now they’re also the face of the business itself. Why else would a customer give you access to them 24/7 if that power isn’t fully utilized?
G2 offers some critical stats worth remembering if you’ve considered a chatbot for your business’ mobile app:
- Live chat software has a 73% satisfaction rate with customers
- 40% of millennials report interacting with a chatbot on a daily basis
- 64% of internet users say a chatbot is the best service of a chatbot is its 24 hour service
- Chatbots can save up to 30% in customer support costs
- 35% of consumers want to see more businesses utilizing chatbots
Just like mobile apps, the concept of chatbots isn’t exactly new. It is, however, changing all the time just like mobile apps. Technology stands still for no one and consumers don’t stand still either. If your customers are like the 50% who believe a business should always be open for business, a chatbot integration with your mobile app shouldn’t even be a question.
In creating a mobile app for your business you were telling consumers that you are ready to take on the future. By including chatbots in your mobile app plan you’re also telling them that your customer service is top notch and one of the most important things in your business. Automation is another part of a future we’ll be seeing in just the next few years. Not ten or twenty, but one or two. As things become more and more automated businesses will be forced to close because they didn’t meld their work with growing tech.
Be one of the folks who grows with tech.
I founded Unleashed Mobile Apps with the goal to help small business owners bring their visions to life.