Monthly Archives: June 2019

Can Chatbots Improve Customer Experience?

chatbots

Have you ever wondered how a machine could engage customers and assist them as they shop online? In this customer-centered business world, their experience with a brand has become the main concern for every marketing team. If you are concerned about customer experience, chatbots can offer a service that exceeds your expectation.

According to the research reports of Gartner, “chatbots will handle up to 85% of customer service interactions within a year.” “15% of American adults used a chatbot last year, and 27% of customers consider a chatbot as a great channel to buy a basic item, while 13% would interact with it to buy an expensive product,” says other reports.

So, what are chatbots?

A chatbot is a computer program designed to engage with users automatically and responds proactively to messages containing specific words or phrases by offering a predefined response. This type of chatbot is called as a decision-tree chatbot. A chatbot can be used for the following purposes,

  • Scan the internet to find relevant information about a search query
  • To provide automatic responses
  • To have a real-time conversation with the customers
  • Can be used to correct information automatically
  • Simulate social media followers
  • Perform virtual assistant duties

 

Chatbots & Customer Experience

According to Forbes, 40% of firms will have or will start using chatbots at the end of 2019. The progress in artificial intelligence will make it difficult for us to distinguish the difference between a chatbot conversation and a conversation with a human. It also provides an immediate response to customer requests and queries.

The chatbots are designed to provide immediate and efficient service to customers, which makes it possible for companies to answer queries 24 hours a day, seven days a week in less time, and with few resources.

 

Applications of Chatbots

From everyday tasks to business affairs, chatbots can be used for a variety of purposes to make people’s lives much easier. Here are a few applications of chatbots in various fields.

  • A statistical report by Hubspot reveals that 47% of consumers are open to buying items through a chatbot, and 37% would buy items from Facebook. So, chatbots can be used by online shops to sell any products they manufacture or sell.
  • As discussed earlier, chatbots can be significantly used for customer service to automate communication with customers, speeds up the response time of the businesses, and free up time for agents to perform more challenging tasks.
  • Chatbots used for delivery service has become extremely popular these days. These chatbots are very easy to use as customers don’t have to call and wait to place their order.
  • Chatbots can act as an excellent organizer by reminding you of important events, meetings, and other things you have planned.
  • Chatbots are used by news media to show articles on a particular topic chosen by the user. It also provides subscribers with the latest publications.

 

The Bottom Line

For the past few years, chatbots are used along with agents to solve customer problems and will continue to take more and more of the mundane work off the shoulders of customer service. With a proper strategy and thoughtful approach, it can become a highly productive and valuable member of your customer service team.

 

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Are Progressive Web Applications the Future of the Web?

progressive-web-appsAccording to a recent survey by Comscore, 50% smartphone users in the USA do not download a single app a month. In order to accomplish this issue, Progressive Web Apps are introduced.

PWAs are designed to deliver an app-like experience on your browser but feel like a native app. Regardless of the network quality, they load instantly and can work offline and in areas of low connectivity. It stays up-to-date with the help of pre-caching and serves the user with the newest content upon launch. Similar to a native app, the user can save the Progressive Web App to their home screen so that they can access it anytime.

In short, the benefit of the progressive web app can be put in three points.

  • Reliable – Loads instantly even in bad network conditions
  • Quick – Did you know 53% of users will abandon a site if it takes longer than 3 seconds to load? The silky smooth animations and no janky scrolling allows it to respond quickly to user interactions.
  • Engaging – An immersive user experience that feels more like a native app on your device.

Why are PWAs Important for Businesses?

For businesses looking to build a compelling and easily adaptable mobile experience for their customers, a Progressive Web App can provide the ideal solution. They offer benefits from both the worlds with all the shareability of the web and the functionality of the native app.

No matter what device the users are using, Progressive Web Apps provide a consistent experience and are much faster than the average native app. Moreover, it doesn’t take up more space on a user’s device.
 

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Here are a few reasons why businesses should opt for progressive web apps:

 

Works Offline

Unlike native mobile apps, a progressive web app can serve you even without an internet connection. So, if you are a retailer with product catalogs, it can benefit you as it can be easily viewed offline.

 

App Similarity

Progressive Web Apps resemble true native mobile apps and contain a full set of app functionality with database access and dynamic data. The illusion of a native application is achieved with smooth navigation, animations, and scrolling. Moreover, you can design PWAs like the existing corporate website or mobile app, or they can be purposely different, to let users know they’re browsing the progressive application.

 

Quick and High Performance

The technology of caching implemented in progressive web apps allows it to work faster, and this increased performance results in high-quality user experience and retention rates.

 

Promoted by Google

Google, one of the largest technology companies of today, encourages the use of progressive web applications; hence, it is believed to have a strong future.

 

Push Notifications

According to the Google Developers report, almost 60% of users allow their PWAs to send them notifications, which significantly increases opportunities to promote products or services.

 

Low Development Cost

Unlike traditional native app development, the cost of development for PWA is very low; hence it attracts a mass of companies.

 

The Bottom Line

As PWAs continue to boost conversions, reduce the load time, and retain all the great benefits of native apps, the future of PWAs is bright. If you don’t have a native app for your business, implementing a PWA is especially compelling to get a bright new start.