- You already know who it is.
It's Jamal from HubSpot, and in this video
you're gonna see how chatbots are making
customer communications faster, easier,
and more effective for any business.
Check out the links in the description below
for tools you can use to start building
your own chatbots today.
And if you like this video,
give it a like and subscribe to the HubSpot YouTube channel.
Let's get it.
Hey Siri, what's up with chatbots.
- [Siri] A chatbot is a software application
used to conduct an online chat conversation
via text or text to speech.
- I know that.
But like, really, what's up with chatbots?
- [Siri] AI powered chatbots can facilitate intelligent
two-way conversations between the customer
and the brand.
- Ah, I see.
So, what's up with chatbots?
- [Siri] 74% of consumers prefer chatbots
when they're looking for instant answers.
More than 50% of enterprises spend more per annum
on chatbot than traditional mobile app development.
Retail spend over chatbots will reach $142 billion by 2024.
- Ah, I see, thank you.
So remember five or six years ago-
- [Siri] Ouch. - When everybody was talking
about chatbot this and chatbot that?
The problem was, chatbots really weren't that good.
Some chatbots just couldn't handle the nuances
of how people speak.
Others like M, from Facebook
had to be supported by humans in 70% of interactions.
But the worst disaster by far had to be
Tay from Microsoft, which was shut down
just 16 hours after it launched
because trolls on Twitter taught it to say
all sorts of politically incorrect things
that I definitely will not be repeating here.
(comically solemn music)
But if that's what you think of chatbots today,
you're missing out.
Because while the hype has certainly died down,
chatbots have become ubiquitous on sites,
social media, virtual assistance,
and even text messaging.
Businesses are mastering the use of chatbots
for specific use cases in marketing, sales, and service.
Interactions that can be more precisely scripted
while still feeling like a natural conversation.
We call this chatbots 2.0
and to learn more, we spoke to LiveChat,
a chatbot provider used by more than 32,000 businesses
from 150 countries.
We asked the humans at LiveChat,
what's driving the latest chatbot boom?
They told us that over the past five years,
chatbot technology has flourished.
Now, users can pick and choose between platforms
that let them build bots without coding.
Improved machine learning and algorithms
can process vast amounts of information in real time
and more chatbots use sentiment and context analysis
which allows them to go beyond answering common questions
using pre-defined replies.
LiveChat's clients use their chatbots
for a wide array of business solutions.
One of them is sales, where chatbots
can drive up to 30% more leads for B2B businesses.
For example, one of LiveChat's customers,
Valley Driving School near Vancouver
used their chatbot to help users sign up for lessons
when a customer service rep isn't available
either due to excess inquiries,
or because it's after business hours.
That bot has served over 12,000 customers since 2018
with a customer satisfaction rating of 94%.
If I ever got anything that high in my life
I wouldn't know what to do with myself you know?
I wouldn't be human anymore.
Maybe to be human is to be wrong,
is to ere.
Even if the customer isn't ready to buy,
chatbots can be highly effective
in the self education phase
of the buying cycle.
LiveChat offers marketing chatbots
that work with your website
and your Facebook page's messenger
to diversify customer engagement strategies.
These can include creating a customized shopping experience
or entering frequently asked questions.
Restaurants can even let customers book reservations
or place orders for delivery.
Another LiveChat customer, Nextdoor Burger Bar
saw their online orders increase by 300%
after they started using the chatbot on their site.
So now you see some of the ways that chatbots
can help your business,
but what does it take to actually start
using your own chatbot?
(suspenseful music)
To find out, we spoke to PandaDoc,
a document automation and e-signing service
about their experience in deploying a chatbot
on their website to generate leads.
They told us that, currently our chatbot is focused
on converting website traffic into demos.
After using two years of using and testing workflows,
copy, and link content,
we saw our chatbot leads creep into our top five
producing and converting lead sources.
We will be replaced by technology, guys.
It's only a matter of time. (chuckles)
Two years might seem like a long time
to start seeing results
but everyone we spoke to told us the same thing.
Using a chatbot requires solid planning
and constant testing, just like any other aspect
of inbound marketing.
PandaDoc told us, this is not a tool
that you can just set and forget.
It needs to be managed by a dedicated representative
that can focus strictly on interacting
with chat inquiries, and not get distracted
by other responsibilities.
So be prepared to staff accordingly
which can mean having sales or service reps on duty
to monitor the chatbot
and take over when needed.
You'll also need to train your content marketing team
on how to script your bot.
But do not worry, why?
Because copywriters, email marketers
and even UX designers
can all be great conversational designers.
When writing a successful script for your chatbot,
PandaDoc advises that chatbots
should be low commitment CTA's
that give site visitors the confidence to learn more
without the pressure of entering the sales cycle.
So, skip the hard sell
and instead, think of your chatbot as a concierge
who's job it is to lead customers
to the content they're looking for.
Resources like an FAQ, knowledge base,
training materials, or support videos
can all be included in chatbot scripts.
Just like your blog, newsletter,
and social media accounts,
launching a chatbot is easy to do
but it takes real commitment to master.
If you're ready to get started,
HubSpot offers a free chatbot builder
with proven templates
to help you take those first steps.
There's a link in the description below.
And remember, chatbots are still in their infancy.
Little incubator, can't take them home yet.
Still got the little anklet on.
Advances in neurolinguistics programming
and other artificial intelligence
means that chatbots are getting smarter every year.
Hopefully not smarter than me though,
I'd like to keep this job.
In the mean time,
I'll be chatting.
Hopefully with your bots.
I'll see you out there.
(mellow ambient music) (host whooshing)
(host laughing)
That hit the mic.
All right, one of those is probably the right answer.