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Many SMBs Don’t Realize The Effectiveness Of Chatbots

June 15, 2022


When most people think of chatbots, they’re thinking about automated AI text exchanges that are managed by big-ticket organizations like Google. However, a lot of people fail to realize that Small to Medium-sized Businesses, or SMBs, stand to benefit even more than larger corporations.

However, before we get too deep into the reasons behind this, it’s helpful to get your head around what the term “chatbot” really means in this context. Essentially, AI text interaction between your system and site visitors is managed through a chat interface. The idea is to “ape” or “mimic” a human conversation.

Ideally, most who interact with a chatbot won’t even realize it. You might even have encountered this already when perusing a website where a chat window popped up the moment you arrived. The idea is for you to feel like you’re talking to a sales representative from the company of the site you’ve visited. Good chatbots feel like authentic representatives communicating via the direct messaging window. 

Several Bots
Two primary types of chatbots are out there right now: those based on scripts and those based on AI. AI chatbots can be both better and worse than script-based chatbots owing to their mild unpredictability. They talk like a human, ostensibly, but can populate some strange responses on occasion. Meanwhile, scripted chatbots are easily identifiable as “robotic”, and so don’t impart quite the same impression on visitors. 

Distinct SMB Advantages
As an SMB, you might do better to have a chatbot functioning from AI principles; however, this isn’t always the case. The value is this: you get a high return for a low investment. A chatbot is much cheaper than a team of dedicated employees and can produce more value. Consider these distinct SMB advantages which stem from an efficient chatbot option:

Chatbots Provide More Value Than Their Associated Cost
As an SMB you want to appear as professionally viable as corporate enterprises, but without having to expend the same level of resources. A big corporation will have salespeople and secretaries pounce on any visitor. You can’t afford that as an SMB, in all likelihood, without a good chatbot.

A Clear Customer Service Perception Emanates From Chatbots
When clients are immediately interacted with as they visit your site, that lets them feel important. It may be better to go with AI chatbots in this scenario; though you can present scripted chatbots as such, and straightforward action tends to have the intended effect. Also, when users have questions scripted chatbots can’t handle, this is a fine opportunity to send a line out to a flesh-and-blood person on your team. Additionally, scripted or based in AI, 24X7 visitor support is available at the click of a mouse through chatbots.
 
SMBs Incorporating Chatbots Can Align Focus With Core Prerogatives
You need to get all the mileage you can out of every employee of your SMB. If they’re playing selling games with a potential customer who will never buy, their efficacy across the surface area of your business is diminished. Chatbots help facilitates routine task automation, freeing up your team. 

Maximizing SMB Chatbot Efficiency
Chatbots facilitate customer service, maximize core prerogatives, and produce ROI. Be gradual about things starting out. Let chatbots handle basic tasks and expand their shadow of responsibility manageably. It’s also advisable to use chatbot platforms that have already been built. Together, AI and automation can help your SMB retain competitive viability even among larger corporations.