Damn, guys. This article will knock your socks off with results. Don’t let the fluffy “engagement” stat in the headline fool you--this bot reportedly “increased customer service automation to above 90 percent, and dropped resolution time from 16 minutes to just two minutes.” That is seriously disruptive. Beyond the CS benefits, seems that it’s also helped on the revenue generation side, too, via...wait for it...push notifications: “while email promotions have a clickthrough rates in the low single digits, [Aerobot Chatbot] promotions have clickthrough rates about 10 times higher” Hot dog. Weird that they mention the bot is on Whatsapp...considering no bots allowed on there yet but hey! It’s working.
Ok so bear with us for a sec. We know this just looks like another marketing stunt, but at its core, it’s actually a really profound use case. This chatbot is basically a 4 week course for pet owners to whip their pets into shape. Simple. Sends you notifications, tips, tricks, and guidelines on what to do every day (presumably several times a day) to make your pet healthier and happier. What we love about it is it’s such a perfect way to convey the value of a bot to the average consumer. This isn’t about replicating a human being--it’s about providing a service, a means to an end which is to help Mr. Pickles get his beach bod back (?). In this case,the best means is via a personalized chat experience. Duh. It’s ephemeral and simple which is EXCELLENT for a chatbot. No clunky app required. No expensive human. We love this, and wish more brands would take a similar approach to starting the conversation with their customers on messaging. TL;DR: win trust by providing value.
Maybe not the most “exciting” news, but important to highlight regardless. What he have here is an update to what’s becoming a critical element in a successful, non-customer support chatbot. You see, with Customer Support, you don’t need to drive traffic. It's already there, you're actually trying to divert it. For other use cases, however, they need an extra boost. A way to let your customers know it exists, in context. So, if you’re exploring a chatbot outside of Customer Support, you better make sure the Marketing/Media buying teams are in the room EARLY and are an integral part of the overall rollout strategy.
More evidence of the pervasive power of Chatbots. Of course they’re great for big industry, but so awesome to see their benefits in the non-profit and social good space. At Reply we’ve powered a few of these including the GoVoteBot, Cindy Gallop’s AskForARaise Bot, and the Finish Your Diploma Chatbot.