Robots are taking over!
Chatbots have proven to be great for customer service, sales, building contacts, and taking the workload off your team. However, one question that has been making the rounds is how to use chatbots in your sales funnels.
Chances are that you are looking to leverage chatbots in your marketing strategy and learn more about the “Bot scene” in digital marketing.
To use chatbots in your sales funnel you will need to understand the four stages of your funnel, which are:
- Awareness Stage
- Interest Stage
- Decision Stage
- Action Stage
Once you have identified these four stages, you can add chatbots to help your potential customers reach the final stage of your funnel.
I will go over what chatbots are, and how you can use them in each of these four stages, to improve your sales funnels’ performance.
Let’s get started.
What, On Earth, Are Chatbots!?
Not to bore you with computer jargon, chatbots are AI-software designed to interact with people like humans.
Chatbots can be programmed to respond in specific ways. In simple words, chatbots automatically respond to messages based on keywords. Chatbots also use machine learning to come up with different responses in different situations. You would be surprised at how well they communicate with us humans.
Over the years, chatbots have evolved. They serve different functions across different sectors and industries. They can be leveraged in social messaging services on popular platforms like Facebook to respond to messages in place of humans.
I think that’s pretty cool!
Tip! – Check out How Much Do Chatbots Cost? + 5 Valuable Chatbot Uses for mot on chatbots.
The Value Of Chatbots In Your Sales Funnel
The average attention span of a website visitor is short (between 8 seconds to 12 seconds).
If a visitor dashes to your website to make inquiries, you have a short amount of time to respond. That’s where chatbots come in because you won’t be sitting in front of your computer all day answering queries.
Facebook undertook a survey to assess the value of chatbots. They found that at least 2 billion messages are sent between people and businesses monthly. The report also showed that 56% of people prefer to send messages than call customer service lines.
Another stat worth hearing is 53% of prospective customers end up taking action with a business they can message.
That’s useful information to know.
Now, What Do These Chatbot Stats Tell You?
These statistics give us an insight into the value of chatbots and their impact on businesses. Even though they are not regarded as business tools.
According to Google Trends data, search volume around chatbots in the last five years has gone up 19X. More businesses and individuals are beginning to realize their value.
Another question that comes to light is – can chatbots create a better experience (UX) for users?
To answer this question, Drift did research and came up with predicted use cases for chatbots. Let’s take a closer look at their findings.
According to Drift’s report:
- 37% of the time, chatbots are used to get a quick answer to an emergency.
- 35% of the time, people use chatbots to resolve a complaint.
- Another 35% of the time, chatbots point people to detailed explanations.
- Getting idea and inspiration for purchases – 22% of the time.
- Adding someone to a mailing list – 22% of the time.
- Buying items – 27% of the time.
- Buying expensive items – 13% of the time.
As you can see, this is all great for getting more leads and sales. Below is what customers expect from chatbots.
The Top 3 Customer Expectations From Chatbots Are:
- To get quick answers to questions or queries.
- To resolve complaints.
- To get detailed answers to a query.
With this information, you can tailor your chatbots to meet your customers’ needs, increasing your chances of ramping up sales!
Chatbots In Your Sales Funnel
One question that will probably be running through your mind right now is, “how do I get started with chatbots?”
Before you launch chatbots on your landing pages, it will help if you make time to define your goals. I think it’s a good idea to determine how you want chatbots to make an impact.
Here is a checklist of factors to consider before getting started:
1. Define Your Goals
With the many applications and uses of chatbots, it’s best to define your goals.
A typical use case of chatbots could be:
- You want to use chatbots to resolve customer service issues.
- Promote a new product.
- Generate organic leads.
If your social media is buzzing with messages, use chatbots in your social media platforms to automate your response. In addition to message response, chatbots can also boost your conversion rates and quell any customer objections.
2. Choose The Platform You Want To Leverage
Chatbots can be programmed to serve distinct purposes on different platforms. You could decide to have your chatbots on your website (homepage) or social media channels like Facebook and Twitter.
3. Have Chatbots Built Into Your Content Strategy
Content is king. To develop your online presence, you need to invest in your content. One way to go about it is to build your chatbots into your content.
Having chatbots integrated into your content will increase the level of engagement between your customers and your content. You use chatbots to create interactive FAQs that your audience will be interested in.
Content, where you can leverage chatbots, include:
- Customer service.
- Marketing content.
- Opening messages.
Now let’s see how chatbots can lead customers through your sales funnels.
Tip! – Check out Top of Funnel Vs. Bottom – How To Perfect Your Sales Funnel for more on sales funnels.
Lead Customers Through Your Sales Funnel With Chatbots
One excellent way to go about enhancing your sales funnel is to adopt sales chatbots. Sales chatbots can help you push leads down your sales funnel with little or no human interference.
Money saved from not having to hire human agents is a big plus for your profit margin. Chatbots can give you a much better ROI. There is no training required with robots, simply set and forget!
Chatbots can respond to customers’ questions, evaluate their interest in your products, and suggest other available options (upsell, down-sell or cross-sell).
All of this is automated, which means a further decrease in your dependence on humans handling your customer support.
Using Chatbots In Every Stage Of Your Sales Funnel
Let me quickly run through the four stages of a sales funnel.
Now let’s see how you can use chatbots in the above four stages of your sales funnels.
In the awareness stage of your sales funnel, attracting customers is your goal. The awareness stage is where the prospect discovers your brand, clicks on an ad, or lands on your website for the first time.
Often, people will find your website through advertisements, emails you sent out, or social media. Regardless of how you are discovered, you can use chatbots to increase awareness and make them want to learn more about your offer.
How To Use Chatbots At The Awareness Stage Of Your Sales Funnel
The average page viewer (landing page or social media) looks around for a bit (research says for about 8 seconds) and zooms off.
Understanding how your page viewers are behaving shows you how to customize your chatbots. Engage them and offer to help them find what they are searching for based on how they arrived on your page.
You can use chatbots to answer questions or start a conversation. The chatbot can subtly point a person in a specific direction using the keywords it gets from the person asking the question.
The aim of the game, at this stage, is to keep the page viewer interested in learning more about your offer. If you successfully pull this step off, you’ll have made a strong first impression. This will lead the prospect to the next stage of your sales funnel.
When someone starts to ask more questions about your offering, it is usually the first sign they like what they see. However, this person may still have objections or questions at this stage.
How do chatbots fit in?
Chatbots will provide answers to basic questions about your services and even collect email addresses through an email verification setting. Afterward, chatbots can send relevant documents such as product specifications to verified emails.
By gaining the customer email, you can follow up later and send them exclusive special offers. This may give the customer the confidence to take your desired action and go ahead and make a purchase.
In the interest stage, you want to address customer objections and make buying from you an easy decision.
When a customer asks questions about your products and services, they are getting closer to deciding whether to buy your valuable offer.
Chatbots provide bits of information that can jolt their interest and nudge them to make a purchase or take a favorable action.
Based on your chatbot’s super capabilities and evaluation of the customers’ behavior, chatbots will send information with higher chances of closing the deal.
Why not have a special offer or discount on hand that your chatbot can present at the perfect time? This may give the customer confidence to take action.
At the action stage of your funnel, the customer has weighed up the benefits of your offer. They want to take action and make a purchase or subscribe to your service.
In a bricks and mortar store, a human would usually step in to close the deal. However, it’s not unusual to see bots closing deals on a website.
Data gathered from all the interactions with your chatbots can help you suggest other relative products to your customers. Usually, the suggestion will be of other products that will add value to their purchase.
Depending on what you are offering, chatbots can be used to send automated reminders about subscription renewals or notify customers about an abandoned cart (on a shopping platform).
A marketing chatbot can generate data via AI and analytics to help businesses predict customer behavior and understand what they want. If you can pinpoint what a customer will buy next, you can put yourself in a better position to make them an offer they can’t refuse!
Why Chatbots Are Valuable To any Sales Funnel
Ok, so that’s how to use chatbots in your sales funnel covered. Let me take you over why chatbots are so valuable.
1. Chatbots Save You Time And Money
By their nature, chatbots are ideal for automating conversations. Using chatbots eliminates or reduces the need for an employee to answer calls.
With chatbots working 24/7 around the clock to respond to your messages, you won’t have to lose sleep over missing out on an important deal.
2. Chatbots Generate Leads And Revenue
Chatbots use direct messages to collect information from visitors. This can help the customer support team make decisions on how to approach different customers.
Chatbots collect data throughout their interaction and gather information on what the customer is searching for. Chatbots also collect user emails and can deliver them to sales reps to follow up with.
3. Chatbots Guide Users To Make Decisions
When someone visits your website for the first time, they usually don’t know where to find specific information.
Sometimes, people don’t know what they are looking for. It could be that they just stumbled on your website, or they heard your brand name somewhere and decided to explore.
When visitors land on your website, you can use chatbots to collect information and guide their journey around your website. This presents you with an opportunity to influence decisions. Get your audience to take the action you want with the help of your bots.
It’s a good idea to brainstorm questions that reflect your users’ persona. Having questions ready and inputted into your chatbots will route visitors to the best possible solution.
Here are some chatbot sample questions you can consider:
- What are your goals?
- Where are you located?
- What industry are you in?
- What problems are you trying to solve?
- Would you like to speak with our customer care representative?
There is no one-size-fits-all on how you decide to phrase your questions. While you are at it, consider the industry you are in and create statements to suit your niche.
Asking personalized questions will help you create a better user experience and hopefully add the page viewer to your list of loyal customers.
4. Chatbots Provide After Hours Support
From the Drift’s statistics we shared earlier, you will recall that chatbots can be used to respond to emergency inquiries.
While your competitors close for the day and turn off their customer support line, you can leverage chatbots to respond to customers’ queries.
Early response to customers will endear you to customers who expect a quick response to their questions. Usually, customers expect a reply within 0-4 hours. If you deploy your chatbots correctly, you can reduce your response time.
5. Chatbots Engage Users In A Unique Way
To warm your way into your customers’ hearts (and wallets!), you can use chatbots to provide a unique user experience.
Thankfully, you don’t have to rely on other boring approaches to customize the user experience. Chatbots are ideal for engaging customers in a fun and interactive way.
Tip! – Check out The Basic Elements Of A Sales Funnel for more on the principles of sales funnels.
There’s a chatbot for virtually every industry and business niche -regardless of the size or scope. All you have to do is identify what chatbots fit your sales funnel and leverage the technology to get customers through your sales funnel.
It’s generally best if you make time to define your customer’s journey and use the information and your chatbots to provide a better customer experience.
Now that you understand how chatbots can be used in your sales funnel, it’s time to take action. Streamline and fine-tune your marketing strategy with chatbots and grow your business.
Thanks for reading.