CHATBOTS B2B
What is a Chatbot?
A chatbot is an automated chat, which imitates the functions of human conversation and resolves frequent customer questions, thanks to the use of artificial intelligence. It must be programmed to understand questions, respond, and perform tasks such as web searches, calls, among other functions.
What is your role in companies?
These tools are a solid strategy that can generate such an impactful experience that it results in the best customer loyalty tactic. Brands are built through stories, conversations that generate credibility. A Chatbot must go far beyond a “Hello, how can I help you today” tied to a basic menu. One of the most interesting uses is the “full page chatbot”, as its name indicates, it is a chat on the entire screen of the website or app that, through questions, helps the customer navigate the topics relevant to them. With this tool you can tell a story, with audios, videos, images, and animated texts, generating real “engagement”.
Even in the management of social networks such as Instagram, WhatsApp or Facebook Messenger, a chatbot can make a difference. We must understand that if a customer feels that the chatbot only gives them commercial information that responds solely to the objective of selling a product or service, the “conversation” that we need to create brand positioning and preference will not occur. What the use of a chatbot should aim for is that the customer feels informed and advised, and that the purchase of the product or service would only be a consequence of that advice and support.
Chatbot investment to companies.
In Mexico, Brazil and Colombia, business priorities when implementing technology are: increasing productivity; create or improve products or services and balance the experience your customers have digitally with physically.
Investments by Latin American companies in chatbots to communicate with their suppliers (B2B) will grow 31% by 2025, according to the Conversational Commerce study, a pillar for building effective business relationships.
The study also highlights the companies surveyed in Mexico, Colombia and Brazil have already adopted digital technologies to relate to their suppliers or business partners.
In Mexico, companies prefer Whatsapp as a form of relationship with their customers, while the users’ preferred communication channel is also Whatsapp. It is followed by other social networks, such as Facebook and Instagram and email in the case of clients or own applications, in the case of companies.
In summary, B2B chatbots have emerged as an efficient and effective solution to optimize business interactions between companies. By facilitating instant communication, providing accurate responses to common inquiries, and enhancing operational efficiency, these chatbots contribute to improving the customer experience and saving valuable time and resources for organizations. The ability to customize, integrate with business systems, and adapt to various industries highlights the versatility of B2B chatbots. As technology continues to evolve, it is likely that B2B chatbots will play an even more crucial role in optimizing business processes, strengthening relationships between companies, and enhancing productivity in the business environment.
