The winners in Retail are continually changing the game and delighting consumers with surprising innovations in self-service and user experience to improve online interactions, all while gaining an edge on the competition. This includes the use of chatbots to their sites, which have increasingly gained popularity over a short period of time and for good reason. Chatbots offer automated, intelligent responses to customers queries on demand, online and even have the ability to be hyper personalized. So what is the impact of chatbots in the B2B market going into the new year and what can they offer their users? As most B2B buyers tend to expect the same experience online as they are getting a B2C buyer, it’s more important than ever for the B2B market to take a look at chatbots.
Gartner expects that within the next year, 85% of our engagement with businesses will be done without interacting with another human. Instead, we’ll be using self-service options and chatbots.
Chatbots help to mitigate frustrations the customer has over being able to get information when they want it online and also helps back-end business process by automating simple tasks so your employees can focus more on new opportunities and innovation.
Convenience and highly personalized customer service all done online are two of the major ways the B2B market can gain a competitive edge. Chatbots help you shine in these two areas, allowing you to offer expedited service and make the customer feel their personal concerns are understood. Chatbots are also able to learn from previous instances, collect data, and continually improve responses, which makes them a solid investment for the future of your digital strategy.
Being able to show customers that you are not only here to sell them something, but to help them out in other ways is key to seeing continual growth. Chatbots are a vital part to this strategy. But, before deciding if a chatbot is right for your B2B site you will want to understand your customer journey. Knowing what your customers will want to converse with chatbots about is important in your strategy to deciding what type of user interface your chatbot will have as this can vary greatly from business, industry, or target market. What is your strategy around offering a convenient and personalized experience on your B2B site? We think adding chatbots for B2B is a smart play for brands to gain a competitive edge and reach their business growth goals in 2020 and beyond.
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