We know selling online isn't easy. You have to attract visitors and keep users happy throughout the purchase process. And if that's not enough, something else was factored in this year: the pandemic.
But it's not all doom and gloom. Despite these difficulties, a strategy in line with customer needs and the right technology can be your best allies.
A Harvard Business Review article says that companies using AI increased leads by 50%, reduced costs by 40% to 60%, and decreased customer call time by 60% to 70%.
Let's explain the main benefits of this technology and its main applications in your sales strategy.
Conversational AI: your strategy's best friend
Artificial intelligence is increasingly available for companies to implement innovative strategies.
Specifically, a study conducted by Forrester revealed that 46% of the companies implementing this technology today use it in their sales and marketing departments, and 40% in customer service.
Why is it gaining ground in these sectors? Applied to chatbots, conversational AI lets you automate customer communication points while still delivering a satisfying and efficient experience.
Okay, so there are a lot of different chatbots. That said, only the ones with this technology can have natural conversations, understand regionalisms, interpret grammatical errors and even use emojis, gifs and memes.
There are other advantages, like 24/7 availability, immediacy and omnichannel service, to help a prospect throughout the entire purchase process.
A partner at every step of the sales process
So... how can you start using conversational AI? Let's look at some specific applications to improve the shopping experience on your website and boost conversion.
1. Attract users with an ad
Before talking to your customers, you have to get their attention. One way to do this is with chatbot ads. These are small buttons or images that stand out on your website that, when clicked, automatically open a chat window with a predetermined message.
This way, you can bring users to the bot with a relevant message.
2. The key is in the conversation
When your customer gets to the chatbot, it's time to show off your smart bot. It's time to chat.
Conversational marketing is based on this principle: guiding your potential customers through the entire purchase process with empathetic dialogue in real time. These conversations will be the starting point to make the sale.
To do this, you have to add valuable content to your chatbot. It seems complex, but it really isn't. Anyone on your team can do it; you don't have to be a tech expert.
Also, remember to create a personalized experience for your customers. What are their needs and expectations when interacting with the chatbot? Take this into account to be one step ahead and ease any concerns.
A piece of advice? Remember to use emojis, gifs, and memes to humanize conversations.
Related article: Black Friday in numbers: how to stay ahead of the rush
3. Comienza la conversación con mensajes proactivos
The single task of your chatbot isn't just waiting for customers to make the first contact. The virtual assistant can also be the one who starts the conversation. How? With proactive messages on WhatsApp.
According to a study by Zendesk, somewhere around 30% of companies send proactive messages to customers related to sales and marketing. For example, promotions, discounts and offers.
4. Guided navigation
Through conversations, you can guide your customers within your website so they can find exactly what they're looking for. When a user asks a question, the chatbot can guide them to the section where they'll find the products related to what they asked.
This way, it prevents them from leaving your site before they find what they were looking for, improving retention.
5. Build lasting relationships with your prospects
So far you've already caught your customer's attention and have chatted with them. What can you do to develop a long-term relationship and nurture it over time? Collect their contact information through forms. In other words, generate a lead.
Now you can transfer it to your CRM to add it to your newsletter list or put them in contact with a representative. Thanks to our integration with Zapier, in a few clicks you can connect your bot to platforms like HubSpot or Mailchimp.
6. It's time to sell!
Besides capturing leads, chatting with them, and being part of your nuturing strategy, your chatbot can also be a great sales agent. Based on the correct content, it'll be able to make personalized suggestions and be with the user through the entire process to help make the sale.
It can even help you sell more through Up-Selling and Cross-selling techniques. They can suggest add-on products, creating a need the customer hadn't initially thought of.
Related article: Chatbots with AI for Ecommerce: How Can They Help?
7. Provide an equally satisfying after-sales experience
The relationship doesn't end when the customer finalizes the sale. Just the opposite, there's still so much you can do to continue providing an efficient and responsive experience.
The important thing is that you continue to offer 24/7 availability, immediacy, omnichannel service and personalization to answer questions about shipping status, changes or returns.
For example, when you connect the chatbot to your system, the customer can send the tracking code to the bot and know the status of their shipment immediately.
You can also send proactive messages on WhatsApp to notify the customer when their package will arrive.
Ready for Black Friday and Christmas?
With these tactics, you can take your sales strategy to the next level with a conversational chatbot.
If you want to start as soon as possible, don't wait to schedule a call with one of our representatives. You can also download the full ebook and learn more ways to increase conversion on your website.