What is a chatbot? How it works, advantages and tips on how to create it
Posted: Tue Dec 03, 2024 6:35 am
Have you ever thought about using a chatbot in your customer service strategy? Yes? Well, you should know that this could be the right decision! This is because this tool is here to stay and brings many benefits to companies of any size, as it speeds up contact with the public and also improves relationships with consumers.
And before you get scared and think that this is a very expensive or difficult technology to adopt, don't worry. In fact, chatbots are very simple to use and there are several tools available on the market.
To help you with this, we have prepared the following article. In it, you will learn:
what is chatbot;
how this tool works;
what are its advantages for business;
how to create a chatbot, with platform tips.
Keep reading and check it out!
What is a chatbot?
A chatbot is software programmed to simulate conversations. In other words, it interacts with users of a website or application, asking and answering questions, as if it were a human attendant.
Nowadays, many chatbots use artificial intelligence. This technology allows them to analyze data and learn from each new interaction with customers. Yes, they evolve, making conversations more fluid and natural.
By the way, the software can even connect to instant messaging apps like WhatsApp and Messenger. For this reason, more and more companies are adopting the tool to optimize their customer service .
Zendesk’s CX Trends 2023 report , for example, showed that 67% of leaders intend to increase investment in AI and bots by next year.
>>>> Read also: digital culture in companies — discover the 5 pillars!
How does this tool work?
Chatbots work by identifying user intent — by understanding key terms. They then search for the best answer to the query, start the conversation, and log everything in their database.
It is worth noting that there are two main types of chatbots. Task-oriented chatbots generate defined responses that depend on user action. For example, answering questions about a store’s opening hours.
In this case, all responses are predetermined and the tool cannot deviate from them.
Another type of chatbot is data-driven, which is more complex and can personalize interactions. These chatbots can predict intentions and provide more relevant responses that are tailored to the customer’s profile.
What are the benefits of using a chatbot for business?
Chatbots are very useful tools for companies’ business switzerland business fax list strategies. Below, we have listed 4 benefits of them for you to understand better!
1. Customer service automation
The first advantage of using chatbots is that they promote the automation of customer service. This is possible because the tool can be responsible for repetitive and low-complexity tasks, such as informing the price of an online course .
This way, human assistants can focus only on complex actions that require intervention, such as solving a problem when accessing a website.
>>>> Check out: school automation — future or present? Check out our analysis and find out
2. Cost reduction
Even counting installation and programming costs, chatbots promote cost reduction for companies.
With it, you can serve thousands of customers at a time and offer 24-hour support, which is quite difficult when relying only on human agents, don't you agree?
3. Improved customer experience
Another benefit of chatbots is the improvement of the customer experience . Imagine that you had a simple question and that, when you contacted the brand, you received a quick answer. You left the interaction more satisfied, right?
>>>> See more: How can online chat on your website help you sell more courses?
4. Data access and analysis
By collecting and storing data resulting from each interaction, chatbots deliver powerful information to understand your company's customer profile .
Not only that, this data allows you to understand what consumers want to buy and what their most common questions and problems are. This way, you can prepare to serve them better.
Below, we have separated tool tips for you to analyze the functionalities and decide which is the best WhatsApp chatbot for your company.
How to create a chatbot? Tips for the best tools
So, do you want to use this tool, but don't know how to create a functional marketing chatbot? Well, first you need to choose a good platform and, with that in mind, we've separated 3 options for you to decide which is best for your business!
1. Zendesk
Zendesk 's customer service chatbot allows you to create automated responses and even route conversations. This feature allows your customers to receive personalized responses faster.
In addition, the platform has a customizable website widget that can be attached to your website and also creates reports on customer service in real time. This way, you have concrete data at your disposal to improve the tool.
2. Globalbot
Another chatbot tool that supports WhatsApp is globalbot . With it, you can integrate all contact channels and view interactions in a single channel, as well as send notifications to customers.
3. UpFlow.me
The last suggestion on the list is UpFlow.me . Like the others, it allows you to create chatbots for WhatsApp, to serve your customers 24 hours a day and uses humanized language.
An interesting point is that this platform can be integrated with management systems. This way, you have even more control over procedures and easy access to your customers' data.
And before you get scared and think that this is a very expensive or difficult technology to adopt, don't worry. In fact, chatbots are very simple to use and there are several tools available on the market.
To help you with this, we have prepared the following article. In it, you will learn:
what is chatbot;
how this tool works;
what are its advantages for business;
how to create a chatbot, with platform tips.
Keep reading and check it out!
What is a chatbot?
A chatbot is software programmed to simulate conversations. In other words, it interacts with users of a website or application, asking and answering questions, as if it were a human attendant.
Nowadays, many chatbots use artificial intelligence. This technology allows them to analyze data and learn from each new interaction with customers. Yes, they evolve, making conversations more fluid and natural.
By the way, the software can even connect to instant messaging apps like WhatsApp and Messenger. For this reason, more and more companies are adopting the tool to optimize their customer service .
Zendesk’s CX Trends 2023 report , for example, showed that 67% of leaders intend to increase investment in AI and bots by next year.
>>>> Read also: digital culture in companies — discover the 5 pillars!
How does this tool work?
Chatbots work by identifying user intent — by understanding key terms. They then search for the best answer to the query, start the conversation, and log everything in their database.
It is worth noting that there are two main types of chatbots. Task-oriented chatbots generate defined responses that depend on user action. For example, answering questions about a store’s opening hours.
In this case, all responses are predetermined and the tool cannot deviate from them.
Another type of chatbot is data-driven, which is more complex and can personalize interactions. These chatbots can predict intentions and provide more relevant responses that are tailored to the customer’s profile.
What are the benefits of using a chatbot for business?
Chatbots are very useful tools for companies’ business switzerland business fax list strategies. Below, we have listed 4 benefits of them for you to understand better!
1. Customer service automation
The first advantage of using chatbots is that they promote the automation of customer service. This is possible because the tool can be responsible for repetitive and low-complexity tasks, such as informing the price of an online course .
This way, human assistants can focus only on complex actions that require intervention, such as solving a problem when accessing a website.
>>>> Check out: school automation — future or present? Check out our analysis and find out
2. Cost reduction
Even counting installation and programming costs, chatbots promote cost reduction for companies.
With it, you can serve thousands of customers at a time and offer 24-hour support, which is quite difficult when relying only on human agents, don't you agree?
3. Improved customer experience
Another benefit of chatbots is the improvement of the customer experience . Imagine that you had a simple question and that, when you contacted the brand, you received a quick answer. You left the interaction more satisfied, right?
>>>> See more: How can online chat on your website help you sell more courses?
4. Data access and analysis
By collecting and storing data resulting from each interaction, chatbots deliver powerful information to understand your company's customer profile .
Not only that, this data allows you to understand what consumers want to buy and what their most common questions and problems are. This way, you can prepare to serve them better.
Below, we have separated tool tips for you to analyze the functionalities and decide which is the best WhatsApp chatbot for your company.
How to create a chatbot? Tips for the best tools
So, do you want to use this tool, but don't know how to create a functional marketing chatbot? Well, first you need to choose a good platform and, with that in mind, we've separated 3 options for you to decide which is best for your business!
1. Zendesk
Zendesk 's customer service chatbot allows you to create automated responses and even route conversations. This feature allows your customers to receive personalized responses faster.
In addition, the platform has a customizable website widget that can be attached to your website and also creates reports on customer service in real time. This way, you have concrete data at your disposal to improve the tool.
2. Globalbot
Another chatbot tool that supports WhatsApp is globalbot . With it, you can integrate all contact channels and view interactions in a single channel, as well as send notifications to customers.
3. UpFlow.me
The last suggestion on the list is UpFlow.me . Like the others, it allows you to create chatbots for WhatsApp, to serve your customers 24 hours a day and uses humanized language.
An interesting point is that this platform can be integrated with management systems. This way, you have even more control over procedures and easy access to your customers' data.