The Definitive Guidelines to Customer Service Chatbots on Social Media

Guidelines to Customer Service Chatbots on Social Media

At present, we no longer need to spend hours getting someone from the help desk or waiting until the next business day to hear back from a company about the problems we have submitted. Customer service has become fast-paced, thanks to innovation in technology. As a result, customer behaviour and expectations have also developed rapidly.

We have reached the age of smart devices, tools, and sophisticated systems. Take the case of “bots” – collective terms for various modern machines, software, or computer programs that replicate human dialogue using voice commands, text chat, or both to simulate human conversations that personalize customer service.

Even though it was only in recent years that Chatbots had departed with users and business owners, they had been around long enough. The shift of perceptions of chatbots and the interface of this conversation is largely influenced by progress in machine learning and artificial intelligence, as well as the use of social media messaging and marketing applications.

A Brief History of Chatbots

In the 1960s, MIT professor Joseph Weizenbaum introduced Eliza, the first chatbot in the history of computer science. Through the substitution methodology and pattern matching patterns that simulate conversations, Eliza functions by identifying keywords or phrases in input and then generating replies using these keywords from the Pre-Program response.

Kenneth Colby, an American psychiatrist, created Parry in 1972. The model after schizophrenic patients, PARRY is a natural language program that mimics schizophrenia by human simulation. It operates by adjusting the weight allocated to verbal input, triggering the assumption system, attribution and complicated emotional response.


Then in 1995, Richard Wallace found Alice (a linguistic-made computer entity). Unlike Eliza, Alice Chatbot can handle more complex conversations using natural language processing. This is a universal language processing bot that makes chat through matching heuristic patterns.

More than a decade later, a Chinese company named Wechat developed a stronger chatbot in 2009. WeChat received respect from users who have been invested from the beginning of this popular social media platform. This has evolved into one of the most efficient methods for marketers and companies to reduce the workforce they do while interacting with online clients.

Cortana then debuted at the 2014 Microsoft Build Developer Conference. Successfully put in both Windows 10 PCs and Windows Phone, this program received and responded to voice commands using voice recognition and the appropriate algorithm.

Meanwhile, Amazon also launched Alexa in 2014, implanting programs into devices such as Amazon Echo, Echo Dot, Echo Show, and others.

Top 5 Reasons to Invest in Chatbots

1. Offer immediate customer support 24/7

At present, almost all businesses are expected to provide information online and fast assistance about their products and services. Able to overcome questions all the time increases customer satisfaction and loyalty. With efficient chatbots that can access extensive resources, you can provide a timely solution.

2. Yield simple scalability

The most important thing every customer-centric company can prioritize is the ability to increase support. By entering the latest chatbots into your customer service, you saved themselves from the inconvenience to hire more supporting experts and training them. As a bonus, you can collect real-time feedback because chatbots can be configured to capture data from customer interactions.

3. Elicit quicker purchases

Many people want their purchases to be done faster and easier because of their busy schedules and fast-paced lifestyles. Customers who are looking for fast service when shopping can rely on chatbots because they can follow transactional conversations quite well. The advantages of this artificial intelligence for customer service allow a much faster shopping experience and, in the end, serve a larger consumer base.

4. Enhance lead and revenue generation

Increased lead creation, selection, and maintenance are all possible with chatbots. They are able to adjust messages based on information provided by consumers or social media platforms. This allows chatbots to ask the appropriate questions, provide the information needed, and help in converting leads to customers.

5. Cut costs on customer service operations

Statistics show that chatbots can help organizations benefit by reducing customer service costs by speeding up response time and attending to up to 80% of general questions. This results in savings of up to 30% in customer support expenditures. Furthermore, 40% of customers do not mind at all if the chatbot or real person helps them as long as the services they receive match their requirements.

Best Practices in Using Chatbots to Strengthen Social Media Strategy

1. Create customized experiences

The Chatbot algorithm tracks what writers write and post on social media and then adjusts the consumer experience. Chatbots can create customized content and personalized messages by drawing data collected from previous preferences and purchases.

Whether it’s on your website, Facebook messenger, or Twitter direct messages, you can take advantage of your chatbot feature to promote customer involvement and satisfaction.

2. Design a content structure

Identification of the type of content that best suits your customers when they are involved in chatbot conversations. Here, you can do the questions most often proposed first.

Consider the type of question that you tend to ask your chatbot so you can build the process needed to give it the most appropriate and useful response. Then check with your staff to get more perspectives about the general problem of your customers.

3.  Develop a distinctive voice for your bot

Work on a unique personality for making your chatbot for human experiences that represent your brand style and value. Brainstorm with your creative team to set ideal and consistent sound for your chatbot.

You can even assign names like other companies that must remain transparent with clients and make them notice that their questions are handled by bots.

Get Started with Social Media Chatbots

When traditional marketing efforts fail, consider using AI-Powered Chatbots to facilitate your social media management. Apart from the branding strategy of your choice, turn on the technology of chatbot paying dividends by providing better results.

Industrial leading companies are taking place in integrating sophisticated chatbots into their social media platforms – and high time for you to reevaluate your customer service approach, too.

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