How Businesses are Using Chatbots to Succeed: With Real-World Examples

Chatbots as a Business Success Strategy - Real World Case Studies

Customer expectations have changed over the last decade as a result of the globalisation of the internet. In a world where you can find anything at any moment through instant gratification, customers need answers to their questions, solutions to their problems and support for their purchasing decisions. This is where chatbots can help.

A perfect example is ChatGPT, the chatbot that has taken the internet by storm. The success of this chatbot has created a revolution in the artificial intelligence industry. Companies such as Microsoft and Google are now investing in this amazing technology. The Google Bard chatbot uses Google's newest language model, Gemini, which shows the potential of AI technology. According to a recent poll by Gartner, 45% of all executives said they are investing more into AI due to the hype of ChatGPT.

Chatbots are revolutionising the way businesses are helping to give their customers what they want by improving the customer experience, streamlining operations and ultimately increasing profits. So let's take a look at how companies across different sectors are using chatbots in their operations and what real-world examples of this use case exist:

1. How Simple Customer Support Works:

Your customer visits your site to ask about product sizing. Your customer is able to get answers immediately through a chatbot that is available 24/7. The chatbot can respond to your customers instantly, answer any questions they may have, and suggest similar products based on what they have already looked up. This allows your Customer Service Reps (CSRs) to assist customers with more complex inquiries, while still providing the majority of your customers with fast, productive help.

Example:

eBay uses a chatbot called ShopBot that helps customers with their online shopping experience. The ShopBot will assist users in finding products, offer suggestions based on their preferences and help them through their checkout process. ShopBot works around the clock, offering customers a smoothly streamlined shopping experience and reducing the need for human assistance.

2. How Chatbots Increase Sales and Conversions:

Chatbots are an excellent way to assist customers through the sales process. A chatbot is able to answer questions regarding a product, assist customers with questions they may have concerning their purchase and can provide personalized recommendations to customers that are based on their purchasing behaviors. More sales conversions will occur if customers are provided with assistance throughout the sales process, as well as a better overall customer experience.

Example:

H&M's chatbot works as a virtual stylist, offering users the ability to describe what style they want or what occasion they are shopping for, and the chatbot will provide users with clothing options that are appropriate. Not only does this simplify the shopping experience.

3. Automatic Booking of Appointments

Businesses are saving their customers and, ultimately, themselves time by allowing customers to book their own appointments through Chatbots. In addition to assisting customers with setting up appointments, chatbots also send appointment reminders to customers, cancel appointments, and provide customers with answers to frequently asked questions about the appointment process.

Example: Zomato's Reservation Chatbot

Zomato is a popular mobile application that allows customers to discover and order food from local restaurants. Zomato has created a reservation assistant chatbot to assist customers with making reservations at their favorite restaurants. With the reservation assistant chatbot, customers can search for restaurants, check for availability at each of those restaurants, and book reservations, all through a simple-to-use chat-based interface. Through this chat-based interface, Zomato makes it easy for customers to make dining reservations as well as assists restaurant owners with managing their reservations.

4. Improving the Personalized User Experience

Chatbots can utilize customer data to create a personalized user experience, such as providing product recommendations that are tailored specifically for that customer, as well as assisting the customer based on their preferences.

Example: Spotify's Recommendation Chatbot

Spotify has incorporated a chatbot into its mobile application that helps customers find new music based on what they have previously listened to on Spotify. The chatbot is also capable of answering questions regarding different artists, music genres, and Spotify playlists, helping customers have a more enjoyable and personalized experience while streaming music.

5. Chatbots Enable Quick and Simple Banking Transactions and Account Management

Chatbots are changing how people interface with their banks. Through integration into secure banking platforms, chatbots enable customers to perform many common banking activities via a simple chat interface, including balance inquiries, fund transfers, and bill payments.

Example: Bank of America's Erica

One instance of a bank chatbot is the Bank of America Erica. Erica answers questions regarding customers' account balances, transaction history and banking products, in addition to providing access for customers to check their balance, transfer money and book appointments with bankers. This is a great example of how chatbots are making it easier for people to perform various banking functions.

Future Opportunities Due to Chatbots

As chatbots continue to develop and advance, we envision exciting new technologies that will continue to improve the methods through which we interact with customers. For example, chat bots are being created that not only respond to the user's question but also respond to the user's emotions; providing an interactive, nurturing, and happy experience for the user. Chat bots will allow customers to easily interact with them, regardless of the device they use, and will be created to be more specifically tailored to the individual customer’s need based on his/her own usage patterns and preferences. In addition, chat bots will enable customers to connect with multiple devices at the same time to make their interactions with the chat bots more seamless and efficient. By taking advantage of these exciting developments, and many more, in the future, many businesses will be able to get a jump start on customer engagement and streamline their operations in the coming years.

Here’s how SuperGrowth AI can help you!

Build a custom chatbot specifically designed for your business using SuperGrowth AI, and create it with no-code; which means you don’t have to be an expert programmer to create your chat bot from scratch! In addition, our chat bots include multi-language support and are available 24/7 to help improve your customer engagement. The ability to track your conversation metrics will help you track how effectively you are engaging with your customers and improve your chat bots accordingly.

If you want to build an AI powered chat bot for your business, then sign up for a FREE TRIAL of SuperGrowth AI today and build and integrate chat bots into your business seamlessly!