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Adelaide HUG 2019 Chatbots Presentation

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This neat little segment was presented at the Adelaide HUG in September 2019 and focused on the benefits of Chatbots for your business. It was delivered by Brand chemistry’s Marketing Technologist Julian Kearney.

Publié dans : Technologie
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Adelaide HUG 2019 Chatbots Presentation

  1. 1. September 2019 HUG Adelaide
  2. 2. Conversational marketing has become something of a catch cry in recent times. What is it and why is it a big deal?
  3. 3. Conversational Marketing It moves buyers through marketing and sales funnels by using the power of one at a time questions, a lot like a real-time conversation. In other words, it's an automated conversation with your website visitors. That is with: Live chats and Chatbots
  4. 4. Benefits to customers Live chat and Chatbots can help customers: ● Find information about the services a company provides ● Look-up products availability, store locations ● Make reservations or bookings ● Even assess the customer’s experience with the service and much more
  5. 5. 89% of consumers would like to use messaging to communicate with businesses. It can provide immediate answers to questions, without the delays inherent in emails...
  6. 6. 80% of respondents said they already used or planned to use chatbots by 2020.” — BI Intelligence /Business Insider (medium.com) Benefits to business
  7. 7. Ecommerce sites have reported a 15% to 35% increase in revenue when using the chatbot. (ometrics.com)
  8. 8. Messenger ads are said to be the most profitable and cheapest way of getting leads on the Internet! (towardsdatascience.com)
  9. 9. Paid Lead Generation
  10. 10. Supplementing Email
  11. 11. Step 1 - Define your goals Goals for the attract stage of the customer journey: 1. Share information or content - find out what they are after and direct chatters to relevant content 2. Generate leads - offer to keep chatters informed and find out the contact’s details 3. Gather more context - start the pre-qualification stage, determining if a good fit for your business
  12. 12. Step 1 - Define your goals Goals for the engage and close stages 1. Nurture leads to MQLs 2. Connect with sales reps 3. Complete purchase
  13. 13. Step 1 - Define your goals Goals for the delight stage: 1. Improve customer support 2. Increase lifetime value 3. Remove friction in customer experience - it’s a preferred method for customers to access HubSpot Support - I usually do as instant answers but also a record of the chat for reference.
  14. 14. Step 2 - Build your chat Having a combined CRM and Chat solution is a real benefit here, not only can chat data go straight into CRM, but you can also use data to personalise. Hubspot’s Chatflow tool lets you do just that. Let’s take a look under the hood.
  15. 15. Live Demo - Bc Account Two types of Chat: Live chat - where visitor is connected directly to one of your staff “an agent” who answers questions in real time 1.
  16. 16. Live Demo - Bc Account 2. Two types of Chat: Bot chat - where you program a bot to lead the conversation and direct visitors in the right direction.
  17. 17. Questions?