3 key benefits of using chatbots in a B2C company

3 beneficios clave de chatbot en empresa B2C
3 beneficios clave de chatbot en empresa B2C

In the competitive world of B2C commerce, customer service and lead generation play a key role in the success of a company. However, as we always say, it is not enough just to generate a large number of leads, they must be qualified leads before sending them to the contact center, thus saving agents’ time and, in short, resources.

How can we know if a lead is qualified? On the one hand, we can opt for lead tracking and lead scoring strategies with Artificial Intelligence, but an alternative is to implement chatbots with IVR to filter users and, once it is clear that they are interested in buying and only need a little push, route them to the agent.

That said, we bring you the 3 key benefits of using chatbots in a B2C company:

1. Filter to qualify leads

As we mentioned, chatbots are a key part of the lead generation process. By implementing chatbots as the first step of contact between lead-company, we can interact with visitors instantly and answer their questions and queries in real time, but without the need for a person to do it. These chatbots, if we also equip them with Artificial Intelligence, are able to identify and classify leads according to their propensity to buy based on their interests and needs. This streamlines the lead qualification process and ensures that sales agents focus on those prospects most likely to convert.

 

2. Saving time and resources

One of the biggest benefits of chatbots is saving time and resources. Chatbots can handle a high volume of customer inquiries and requests, freeing sales agents from repetitive tasks or from talking to users who are at an early stage of the customer journey. By automating answers to frequently asked questions, chatbots allow agents to focus on more complex and strategic interactions, improving service quality and increasing customer satisfaction.

Also, through these questions, the chatbot is able to detect whether the user is already a customer and needs to contact the after-sales service, if he/she only wants basic information, or if he/she has already decided to buy. In this way, sales agents can dedicate themselves to personally attend only to the most qualified leads.

 

3. Connection to a contact management platform

As a last step, if the chatbot detects that the user wants to talk to a sales agent because he is almost ready to buy, it is very important not to lose the traceability of the conversation between the bot and the lead.

If we have a lead tracking strategy, all the information gathered by the bot is transferred to the agent, avoiding the user having to repeat everything that has been said so far and being able to be more direct in the conversation. All this translates into an improved customer experience and time savings for the agent.

How to count a chatbot with a contact management platform?

In order not to lose traceability, the key is to have an omnichannel CTI that is also specific to sales. What does this mean? In most contact centers, agents use several tools and platforms: one for the database, another for viewing user information, another for receiving calls, another for answering chats or messages…

If we implement a single CTI tool that allows to manage all channels from it, besides being able to easily connect with chatbots and collect information from conversations, the work of agents becomes easier.

Therefore, from Walmeric we recommend the implementation of chatbots on the website and even on social networks, in order to save time and resources of the Contact Center, and also connect these bots with an omnichannel CTI tool, so that the agent can continue the conversation without losing anything.

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