Chatbots are rapidly evolving across all industries as they provide a better user experience at a lower business cost, equally attractive to consumers and businesses alike. As the younger generation shows a growing desire to get fast and efficient 24/7 service, the possibilities of such technology continue to grow. The chatbot market is projected to grow from $2.6 billion in 2019 to $9.4 billion by 2024 at a compound annual growth rate (CAGR) of 29.7%. Let’s talk about all the benefits and opportunities of a chatbot for businesses.
Chatbot benefits for business
Chatbots are special programs that mimic human conversations. They have already proven to be valuable tools for customer service and marketing. Key benefits of bots:
- Increasing customer engagement: bots have a much higher message response rate than email. The average engagement rate of bots is around 10% (measured as click-through rate for all website visitors). As we speak about email marketing, it is less than 3%.
- 24/7 availability and real-time support. Almost half of the online shoppers believe that the average support response time should be less than 5 minutes. Bots are ideal to help customers in real-time with automated responses that meet most customer needs.
- Individual customer experience. You can set up separate chatbots for new customers, repeat customers, or cart abandoners. E-commerce chatbots automatically recognize customers, offer personalized messages or services, and even address visitors by name.
- Reducing operating costs. From a business perspective, bots have a good ROI. Chatbots and virtual assistants are expected to generate about $11 billion in annual savings by 2023.
A virtual assistant automates repetitive tasks and saves you the time and money you would otherwise spend on your human agents. In addition, natural language processing (NLP) and artificial intelligence contributed to an improved user experience and increased customer satisfaction with your services.