The development of technology has driven the trend of online messaging via social media among users. If your business receives hundreds of messages per day on its fan page, while lacking sufficient staff resources, how can you respond to customers quickly? Chatbots are the answer. Let’s explore this tool together with Digital Mind in the following article
1. What is a chatbot?
A chatbot is a tool capable of interacting with customers via messaging automatically and in real-time, 24/7. Therefore, customers won’t have to wait long to receive support from the business.
Chatbots can be used as an effective tool for automated customer care 24/7. In fact, chatbots are faster than humans in providing responses. Moreover, with chatbots, businesses can optimize the costs of hiring staff to take care of customers. This helps reduce the marketing costs for the business.
2. Distinguish between Chatbot and Live chat
Chatbots are often confused with live chat because both are tools for communicating with customers via online messaging. However, their operational methods are completely different. Let’s compare Chatbot and Live chat:
| Live chat | Chat bot | |
|---|---|---|
| Similarities |
|
|
| Differences |
|
Involves interaction between humans and machines/artificial intelligence. |
| Advantages |
|
Executes automatic responses 24/7. |
| Disadvantages |
|
|
>>> Learn more about Live chat HERE
One of the widely used multi-channel customer care hotlines integrated with live chat by many businesses in Vietnam is Digital Mind. Live chat on Digital Mind offers several advantages:
- Fully integrated with essential features of live chat software.
- Customizable chat frame and flexible display content with brand color identification and logo.
- Quick reply templates setup during chat.
- Unlimited number of chat threads and support agents (based on the number of accounts registered by the business).
- System servers located in Vietnam, ensuring stable connectivity.
Furthermore, using an integrated hotline with live chat like Digital Mind provides additional benefits:
- Customer issue and information management through ticketing system.
- Statistics on total processed chats and missed chats, aiding in evaluating employee effectiveness.
- Role-based permissions for each employee.
- Ability to transfer questions to other supporting staff.
- Quality evaluation forms for customer care after conversation completion.
- Employees can simultaneously assist customers on live chat and other channels such as hotline, email, SMS, Facebook, Zalo, increasing work productivity.
Businesses are invited to contact the hotline at 1800 6670 for detailed consultation or register for free advice HERE.
3. Main types of Chatbots today
Currently, Chatbots are divided into 2 main types, each type will have its own characteristic features, certain differences. Specifically, they are:
Rule-based chatbots
This type of Chatbot applies full rules and follows predefined and comprehensive paths in a specific conversation. At each step of the conversation, users will need to choose between various predefined options. Then, the next steps of the conversation will be executed accordingly.
These bots rely on specific rules, often with simple scripts set up for high interactivity, applicable across various fields to provide the quickest customer support.
Conversational chatbot
This type of Chatbot is also known as a virtual assistant or digital assistant. It interacts with users in a much more personalized manner compared to rule-based Chatbots. Thanks to this, these bots can converse and interact with users in a way that closely resembles human communication, bringing a higher level of authenticity.
Typically, AI-powered bots apply intelligence to predict and analyze user emotions meticulously, gathering insights from user behavior to provide personalized and accurate conversational support. They offer personalized conversations to support sales activities and provide professional customer advice.
4. What benefits does a Chatbot bring to businesses?
5. Các phần mềm chatbot phổ biến hiện nay
Chatbot brings numerous significant benefits to online sales. Let’s explore these benefits:
Personalized shopping experience:
- By leveraging data collected from previous transactions on the Chatbot, businesses can obtain personal information about customers such as their name, age, occupation, interests, gender, etc. With this information, businesses can provide tailored shopping recommendations for each customer based on their preferences or interests.
Cost reduction:
- Businesses can cut down on the budget allocated to customer care personnel through channels equipped with chatbots, as chatbots can entirely replace humans and handle those tasks.
Fast, real-time customer responses:
One of the benefits of Chatbot that humans find difficult to achieve is its ability to operate 24/7 continuously throughout the year without rest. This is unattainable when we humans need rest.
- Moreover, when receiving customer requests, Chatbot can promptly and automatically receive and process them. This increases the chances of closing sales and enhances the shopping experience for customers.
5.1 Ahachat
Ahachat is a software that allows you to create Chatbots to automatically respond to messages and comments from customers on Fanpages. Compared to other competitors, Ahachat has the following advantages:
- Unlimited free usage: Ahachat offers unlimited usage of features and messaging for customers on Fanpages without any cost limitations.
- Visual script creation with drag-and-drop Mindmap: Ahachat provides a user-friendly interface for creating automatic response scripts using a drag-and-drop Mindmap tool, making it easy and intuitive to design Chatbot workflows.
- Automatic scanning and detection of phone numbers and emails: Ahachat automatically scans and detects the phone numbers and emails of customers who have interacted with the Fanpage, facilitating easy customer contact and communication.
- Bulk messaging to all engaged users: Ahachat enables the sending of bulk messages to all users who have messaged the Fanpage, allowing for efficient communication with a large audience at once.
5.2 Fchat
Fchat helps you easily create Facebook Chatbots with pre-built scenarios suitable for various online business sectors today.
Key features of Fchat include:
- Create bulk messaging campaigns: Allows you to create campaigns to send bulk messages to all users who have previously messaged the Fanpage.
- Comment and message management: Provides a management tool for comments and messages across multiple Fanpages simultaneously.
- Allocate employees to each customer: Enables the allocation of employees to individual customers for evaluating the effectiveness of each salesperson.
- Pre-compose template messages: Offers pre-composed template messages to quickly respond to customer inquiries.
- Automatically hide comments containing phone numbers, emails, etc.: Automatically hides comments containing phone numbers, emails, etc., to prevent competitors from poaching customers.
5.3 Harafunnel
Harafunnel allows you to create Facebook Chatbots to resell to existing customers without spending money on advertising. Those who have previously interacted with the Fanpage will be remarketed to with Harafunnel.
Harafunnel features include:
- Send bulk messages to users who have messaged the Fanpage completely for free.
- Automatically initiate Facebook ads to remarket to potential customers who have interacted with the Fanpage but have not made a purchase.
- Smart comment hiding to prevent customer poaching.
- Automatically respond to messages and customer comments based on pre-composed scripts.
- Automatically classify customers, manage sales effectively on social media.
In conclusion, Digital Mind has provided you with important knowledge about chatbots to help you gather information before implementing this tool for your business.
