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October 15.2019
2 Minutes Read

How your business can benefit from Chatbots

2019 has been the year of the chatbot. Businesses who have adopted the chatbot trend have been able to support and scale their business operations by offering convenient and efficient communication to their customers. Implementing chatbots has also helped businesses increase their sales, by providing 24/7 chat support to customers who need questions answered before they buy. So, what is a chatbot and how can your business benefit from one? Sit tight! We’re about to unpack everything you need to know.

What is a chatbot? 

A chatbot is an automated messaging system or computer program that interacts with your customers on your behalf. Chatbots are integrated into the back end of your website and pop up as a chatbox on the front when a visitor reaches your website.

Welcome to the future! 

In 2001, A.I. might have spurred images of a young Haley Joel Osment. Jump forward 18 years and A.I. (artificial intelligence) is at the heart of modern-day advertising and marketing. In marketing, the role of artificial intelligence is to anticipate the customers’ needs and provide the information or resources they need to make a purchase decision.

If you’re trying to get your head around how artificial intelligence is used in marketing today and how you can leverage it in your business, start with understanding and using your own chatbot.

How does it know what to say? Chat

Your chatbot is prepopulated with a series of questions, answers and resources to help your customers through their purchase journey. Think of it like a smarter, more engaging FAQ channel. The prepopulated list of questions and answers is meticulously mapped out and tells your chatbot how to behave or respond when certain actions are taken, or questions are asked.

More advanced chatbots and virtual assistants can be customized to do a lot more than handle customer queries. They can be integrated with booking systems and other communication platforms enabling people to make reservations and purchases.

Chatbots for the hospitality industry (hotels and restaurants) 

20 years ago, you might have found Trudy or Kenneth at a desk answering the phone and taking reservations in a dusty old reservation book. In 2019, you’ll find Trudy and Kenneth enjoying the finer things in life while their chatbot takes care of bookings and reservations for them.

Benefits of chatbots for hotels and restaurants

Here’s what you can expect from effectively implementing a chatbot on your hotel or restaurant’s website:

  • An increase in direct bookings. Visit Skyscanner or booking.com to see their reservation tool in action.
  • Reduction in office hours. A chatbot can handle many questions and activities that would otherwise be managed by a receptionist.
  • A better understanding of the different profiles of guests and travellers and appropriate offers based on their profiles.
  • Better customer experience. Guests can opt-in for information on things to see and do in the area, helping them get the most out of their stay.
  • Better customer service. Guests can get the support they need 24/7.
  • Better customer satisfaction. The ease of booking through a chatbot is unbeatable!
  • An increase in reviews. Emails requesting reviews get lost in a busy inbox. A chatbot prompts reviews which are quick and easy to submit.

Best chatbots for the hospitality industry

Our recommendations for chatbots in this industry are Trilyo, HiJiffy and LivePerson.

Chatbots for the retail industry

Simplicity makes sales. If retail brands make it easy for their customers to buy from them, they will! Chatbots help retailers make more sales by providing customer support and customized suggestions to shoppers, increasing the chance of a sale.

Benefits of chatbots for the retail industry

In retail, some of the benefits of implementing a chatbot include:

  • Less abandoned carts. We’ve all added items to a cart and failed to check out (for whatever reason). A chatbot reminds you to checkout, encourages you to complete your purchase or offers you a discount if you check out within a certain timeframe.
  • Enhanced and smoother customer service. Chatbots are available 24/7/365 to answer any concerns a visitor might have about a product. Knowing everything you need to know about the product increases the likelihood of you making a purchase.
  • Customized post-sale offers. Chatbots can send custom offers and information to customers based on their previous purchases.
  • Increase in conversion rates. Lack of sales on an Ecomm website is often as a result of a poorly designed conversion funnel. Chatbots make the purchase journey super simple helping increase conversions.
  • Driving sales! All these benefits combined naturally drive sales.

Best chatbots for the retail industry

IBM Watson Assistant, Bold 360 and LivePerson.

Top 3 best chatbots in 2019 and 2020?

There are hundreds of chatbots available to you. Some paid, some free. Some basic, some customizable. Here are our top picks for chatbots in 2019 and 2020.

LivePerson

The thing we love most about LivePerson is that it is suitable for all industries. Text messaging, Google Rich Business Messaging, Apple Business Chat, Line, Facebook Messenger, WhatsApp, and Google AdLingo can all be integrated into the chatbot.

Inbenta

Designed for the needs of enterprise brands Inbenta has a simplistic interface and can handle simple demands with a high level of intelligence. The best feature Inbenta has to offer is the ability to detect when the conversation needs a human to step in.

IBM Watson Assistant

Suitable for big brands and businesses, Watson Assistant has been designed by IBM, the leader in A.I. solutions. This chatbot is a lot more advanced and recommended for larger businesses who require more extensive support and chatbot capabilities.

Regardless of your personal views on talking to a robot, customers set the demands and don’t really have a preference when it comes to dealing with a robot or a human, as long as they get what they need*. Your business could very well be a chatbot away from better customer support, happier customers and more sales. So, what have you got to lose?

 

Other articles in this issue;

How to Create Killer Local Content for Your Business
8 Smart Ways to Power Your Business with Automation
Why Your Free Consultation Offer Sucks (And How To Fix It!)

Customer Service Marketing Automation News

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06.03.2022

Why Your Business Needs a Content Calendar 

Social media can sometimes feel like a shot in the dark for local business owners - believe us, we know. Although content marketing sometimes feels overwhelming, it is one of the most accessible tools for local businesses to promote products and services to an online audience.   Nowadays, people are more likely than ever before to find your business through social media channels. So, before they even see your website, they’re experiencing your brand on social media. Think of your content marketing as a virtual storefront for your business, giving your customers an online experience of your local storefront. But in addition to running a business, the upkeep of a virtual storefront can be just as exhausting. The time, resources, mental willpower, to do content marketing can take up a big portion of your day, every day. But wait…  There is a solution!  Developing a content calendar to implement your content strategy will completely revolutionize your approach to online marketing.  What is a Content Calendar? Your content includes anything from images, videos, stories, emails, blogs, and ads that you share online to build your virtual storefront. A content calendar takes all these essential elements of your engagement and transforms them into a calendar that tells you what to share, when to share it and where you will share it for your business.  A typical content calendar will assess a two to six-month overview of your content and develop a strategic implementation of the content to make your life easier. A content calendar will become a central tool in your marketing tool kit when it's done right.  Attracting customers is essential to successfully operating any local business, whether you run a restaurant, pet shop, or novelty comic bookstore. A content calendar can revolutionize your content marketing, saving you time, effort, money, and willpower.  Now, a content calendar may sound like a lot of time and effort that you don’t have to invest at this moment. But it actually makes creating content more straightforward while increasing the effectiveness of your outreach. Why should every local business be using a content calendar? There are, of course, many benefits to local businesses creating and using content plans, so let’s find out more. 1. Square Up Your Marketing Keeping track of your marketing strategy can be exhausting on top of your day-to-day job. Emails, blogs, social media posts, and more must be cohesive to achieve positive results for your business. Creating an entire overview with a content calendar means a few things for your business. A. Content that is more consistent in quality and easier to produce. B. It is simpler to develop content that overlaps, saving you time and guesswork on effective strategies.  Struggling to brainstorm ideas? Use SEMrush to spy on your competitors. The tool offers a wealth of other content-generating ideas, but sometimes it's easiest to garner inspiration from other businesses in your niche.  Of course, don’t go and steal their content word for word. But when you’re struggling for ideas on ways you can engage the same audience there’s nothing wrong with using the same strategies if they work.  2. Get Organized and Save time Set aside one to two days to plan your content marketing content in bulk for the next 2-6 months. Once it’s planned out, the rest of the time you just have to make sure you’re following the same strategy making tweaks here & there when needed.  A content calendar gives you a better perspective on the overall strategy you have for your business and helps you implement it with an organized approach.  3. Automate Everything With content creation out of the way, you can use any automation tool to schedule when your social media should be posted and where it should be posted. Automation is a saving grace for a local business, which can’t happen when you're trying to film a random reel every day to post at the last minute.  With a good content calendar that has thought out every detail beforehand, it is so much easier to consistently post good content because the thinking is already done for you. In a small business, you’re likely acting as the HR manager, the face of the business, the IT guy, and the marketing guru every single day. Having one less job to do on a daily basis is a massive plus in making a local business thrive.  There are a number of automation tools. Hootsuite is one of these useful marketing tools that can automate across several platforms. And it also comes with a built-in monitoring feature that enables you to monitor stats across platforms. Social Pilot, ContentStudio and BuzzSumo are other great tools to consider using to automate your content planner. 4. Stay Consistent  You could be posting the most engaging and wow-worthy social media posts and content. But posting irregularly with great content lacks the impact your online marketing needs to be effective. Content marketing is most impactful when there is reliable engagement from a local business’s audience. Irregular posts create an out-of-sight, out-of-mind feeling for your audience, which ultimately crashes the effectiveness of content, even if it is good. A content calendar can change this. 5. Track the Data While it may not always be the first priority, using a content calendar allows you to easily track your data. Content should continuously improve on itself, and when you can clearly see what resonates with your audience, you can easily make tweaks to your strategy. Information and numbers remove the guesswork from content marketing and social media while you see results in your business.  What Does A Content Calendar Include? Now that you know the what, let’s jump into the how of creating a content calendar. Here’s a general guideline for figuring out what works the best for your business.  First things first, give your content a once over and audit everything. You can see your audience, what campaigns and posts are your best performers, and where there are gaps in your content strategy.  Your next step is to define goals from the information you gathered. Do you want to produce new leads? Direct readers to your website? Grow your number of Facebook followers? Setting out with a goal to work backward from will help you brainstorm better content more efficiently and quickly.  Next, you are going to create a template for your content calendar. Google Sheets is a free and straightforward tool to use. You’re going to decide on blog posts, social media platforms, and other forms of engagement that work well for your local business. Don’t like the idea of using Google Sheets? HubSpot offers a free downloadable template for excel that will make planning your content planner smooth and breezy. Trello is a content planning platform that offers a free option to help you content plan like the boss you are. It can be easier to develop a content calendar for one to two months to work out any bugs and keep on improving. With the important dates penciled in, fill in the gaps with a mixture of content that creates consistency for your small business.  Feeling a bit stretched thin to fill in all the gaps? Schedule in evergreen and prior content that is still relevant to your business. Unleash your creativity and invest some time into building your virtual storefront.  Facebook’s (now Meta) resources section has free and accessible resources that lay out all the aspects of planning and setting up a great content calendar in spectacular details. Go check it out! By utilizing some of the strategies and resources mentioned in this article you will save time, money, and effort by developing a content calendar that works for your local business. This will be a game-changer for local business owners who are doing content marketing in-house.   So, what are you waiting for? Instead of just shooting from the hip each week on social media - It's time to implement a content calendar to ensure you’re reaching and engaging with as much of your audience as you can.

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