How livechat chatbots can help boost sales?

Businesses are still exploring the capabilities of livechat chatbots, finding inventive ways to incorporate them into their marketing and customer service functions. A chatbot is software that emulates human conversation by leveraging artificial intelligence capabilities like natural language processing, and machine learning. They can have conversations with people on platforms like company websites and apps about topics ranging from new products to order status to store hours.

Many organizations use livechat chatbots for customer support. They can perform functions like answering simple questions and collecting customer information before elevating the chat session (and the information the bot collected) to a human chat agent. But livechat chatbots aren't just for customer service - when implemented correctly they can also help boost sales.

Here are some ways how:

1. Lead qualification

Livechat chatbots can do the upfront data collection needed for lead qualification, which automates a formerly manual task. The sales manager can then review the lead information and assign it to the right sales team for follow up. For example, a bot for a real estate firm could find out that Sharon wants to rent a 3-bedroom house in Salt Lake City beginning July 1, and the information would then be dispatched to the appropriate team.

2. Product recommendations

Livechat chatbots can also make product recommendations based on a customer's purchase history or previous conversations. If the customer has a history of buying pink nail polish, the bot can recommend the new Rose Glitter polish. The livechat chatbot can also recommend some topcoat as a cross-sell.

3. Broadcast Messaging

Platforms like Facebook Messenger have been good for livechat chatbot innovations. Not only can Messenger bots field incoming chats, but they can also initiate conversations if the customers have given permission. This allows businesses to broadcast messages about their newest products or special promotions.

4. Abandon cart prevention

Imagine if you could turn even a small percentage of abandoned carts into sales. Livechat chatbots can help with that by engaging customers at the right time and even offering them discounts as an incentive to convert.

How NICE can support your chatbot needs.

NICE CXone is leading a new era of Smart Digital Conversations by eliminating traditional barriers to exceptional omnichannel customer experiences with new innovations across your contact center operations. Partnerships with leading chatbot providers make NICE a one-stop partner for all your digital support needs. Find out more about what NICE can do for you.

Any digital channel

Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect.

  • Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools.
  • Simple to Activate: pre-integrated channels make it easy to offer to customers and agents.
  • Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents.
CXone digital channel
Empowered agents

CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All delivered in a single application – complete with full customer context, journey history, and sentiment.

  • Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – retaining native experience of each messaging platform.
  • Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’.
  • Customer Card: full customer context, journey and conversation history, plus sentiment.
Holistic management

With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations.

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