When you want to leave a comment or have a question about a product or on a social media account you are more than likely being responded to or interacting with a bot. With major business and some small ones, some kind automated messaging system is used. A business will use social bots if they want to increase the efficiency of responding to customers. This gives better customer service and can possibly even boost the reviews of your company. A socialbot is “a type of bot that controls a social media account.” The way a socialbot is designed makes it act as if it is an actual human. Their responses are set to convince one that they are being responded to by a representative of your company. Therefore, the purpose of a bot is not to acting like humans but simply to make life for the business and customer a little easier.
Why should you use Bots for Social Business?
There are many factors that determine if a bot is necessary. For some businesses, social bots are necessary to keep customer satisfaction high. If you already have a system and it doesn’t include a bot, but your customer satisfaction is high, then replacing it with a bot could be detrimental. The main thing that should be determined is if your company receives a lot of inquiries. Is your business getting multiple messages a day? If so, then getting a bot could help your business. Another factor to consider is if a bot will help improve the quality of customer service. You can determine this by seeing your response time before getting a bot. If you are receiving multiple messages in a short amount of time then having a bot could almost be a necessity.
The Pros of having Bots for Social Business
There are many beneficiary aspects that come with using bots for social business. Some of these benefits are: efficiency, faster service and full control. Your business could be more efficient and provide faster service in the sense that bots would be able to complete tasks and solve problems faster. When things get confusing to the point where you send in a question it is nice to receive a quick response. Bots make this quick response possible and it leads to higher customer satisfactory. What is meant by having full control is that you can decide how your bot responds. Your company has its own brand and you can design a bot that has an attitude that represents your brand. He or she can be flirty, nice, and funny or even mean. This could also improve customer satisfactory because it can draw attention and contribute to customer experience when using your company site.