Chatbot technology has become an inextricable part of good customer service nowadays, but it can do so much more for your brand and your customers. In fact, there are many reasons why you would want to integrate a chatbot into your website, and also have a social media bot to communicate with your followers. For one, a chatbot allows you to take a lot of the pressure off your human staff and allow them to focus on the complex problems while the bot handles menial tasks, simple queries, and some repetitive issues that your customers might regularly come across.
That said, now that conversational AI is becoming more and more available to companies around the world, it’s also important to note that chatbot technology is starting to boost business processes across the board. One of these is definitely content marketing, and you can use your chatbot to take your content strategy forward, and you can use some sound content practices to improve and optimize your chatbot.
Let’s put all of this into perspective and talk about intelligent content management using chatbot technology in 2021 and beyond.
Provide a more personalized experience
Nowadays, one of the most important pillars of long-term success online is personalization. Your goal should be to personalize every experience on all customer touchpoints as much as possible in order to acquire and retain loyal customers organically. After all, people want to read stories and consume content that is highly relevant to them and their needs — content that will address their pain points and deliver a solution to their unique problems.
There are some pretty amazing content marketing examples you can use as inspiration and effectuate yourself with the use of chatbots. This is where chatbot technology can prove invaluable, in fact, as it can allow you to personalize and customize every customer interaction on every touchpoint. Your chatbot has the ability to deliver only the content that matters to the individual based on their online behavior, past interactions with the chatbot, and other factors, effectively guiding them to the content that solves their problems.
This makes for a highly effective and highly personalized content distribution strategy for your brand.
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Improve engagement with visual content
Content nowadays goes beyond long-form articles or short-but-to-the-point blog posts, even though written content will always be king and has the most impact on your SEO. If you want to stand out in the competitive online market, though, and drive as much engagement as possible across different channels, you need to invest in other content types as well. For the most part, this means investing in visual content, specifically videos.
Now, you could develop your video strategy manually and sift through all the customer and audience data yourself, but you could also use your chatbot to tell you what type of visual content your audience wants to see. Keep in mind that every customer is at a different stage in their journey, and so it’s important to give them the visual content that will address their needs.
What’s more, now that the latest visual content marketing statistics show that original graphics and videos are the key elements of meeting your marketing goals, it’s more important than ever before to invest in creating quality visuals for your audience. That said, it’s not just about the quality, it’s also about proper dissemination, and you can use your chatbot and the data it has on your customers to deliver the right visuals, to the right person, and the right time.
Help sales reps achieve success
Modern sales agents can often wear many hats in an organization, and aside from handling the sales process itself, they are often tasked with organizing and contextualizing customer data, keeping track of where every lead is in the sales funnel, as well as some administrative tasks. While your sales experts might be perfectly capable of handling all of those responsibilities, they would be much more productive and effective in their work if you included an AI-driven solution into their process.
There are many ways in which sales AI can help reps grow revenue, and when it comes to chatbot technology, it can take a lot of the pressure off your human staff. You can have an internal chatbot handle their menial administrative tasks and help them organize all data, or you can have a sales chatbot on the customer-facing end to guide leads towards the best product or service for their needs.
If the customer is at that stage in their journey when they are ready to buy, the chatbot can easily close the deal, but it can also assist in any stage of the customer journey. Some people are not ready to buy and are merely looking for quality information, while others are comparing their options — both groups can get relevant content and solutions from your AI-driven chatbot.
Provide stellar customer service
It should go without saying that using a chatbot is one of the top ways to provide swift customer service to your customers, and do it in a way that ensures brand consistency across all touchpoints. Now that more and more businesses are creating omni-channel experiences and engagement strategies, it’s more important than ever before to present a consistent brand image wherever your customers decide to engage with your company.
While you might not have the human resources in-house to manage these channels, you can leverage your website chatbot to provide stellar customer service to every visitor. You can also use various social media bots to handle customer queries and issues on different channels, and guide them to a positive outcome.
The best part about this is that you can provide the kind of customer service that people want and need — prompt, exact, and personalized. An intelligent chatbot will not only engage with the customer and resolve their issue or answer their question, it will also boost the upselling potential of the interaction.
Your chatbot can suggest additional, complementary products and services that might interest the customer, or even offer package deals, discounts, and loyalty perks. You simply need to implement these features into the bot and watch as it transforms customer service into a powerful upselling tool.
Make internal processes or your app more efficient
Last but not least, consider adding an internal chatbot into your company’s proprietary software to boost productivity and efficiency in the workplace, or if you have an app that the customers are using, be sure to integrate a chatbot to make their lives easier. One of the most creative examples of how an in-app chatbot can help comes from Animaker and their personal assistant Max, which they have integrated seamlessly into the software to achieve a more user-friendly experience.
Customers can call on Max (an intelligent chatbot), to help them with video creation and finding the settings and features they need, which creates an amazing customer experience for all users. You can use the same method to create an intelligent chatbot for your apps, and help your teams to better work or help your app users get the content they need.
In either case, the chatbot will help provide the content, guidance, and help people need to achieve their goals.
Over to you
Content management becomes easier and more effective when you leverage the right tech, and chatbot technology should definitely be at the forefront of your strategy. With these tips in mind, go ahead and maximize the potential of your chatbots to deliver stellar customer service, provide the best content possible to all users, and even disseminate valuable information to your team members.
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Intelligent Content Management Using Chatbot Technology: 5 Key Tips You Should Know was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.