57% Companies Using Chatbots
Chatbots, the computer programs designed to simulate conversation with human users over the Internet, are widely on the social media platforms to connect with more people.
According to Forrester’s Chatbots Are Transforming Marketing report, 57% of companies are already using chatbots or plan to use in 2017. Not all the chatbots are giving great results. Recently Facebook reported that chatbots fail 70% of the time.
Forrester writer Xiaofeng Wang says, “The fact that most chatbots disappoint today doesn’t mean that marketers should give up and stop experimenting. If marketers can clearly define the purpose and scope of a chatbot, thoroughly evaluate the benefits it can bring, and plan and execute it well, it can deliver business and customer value.
Most of marketing’s important uses of chatbots to win, serve, and retain customers fall in three stages of the customer life cycle: discover, explore, and engage. Marketers can use chatbots to help customers discover brand offerings; explore product and service options; and engage with customers in a more personalized way at scale”.
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