Customers are asking questions via Instagram, Facebook Messenger and WhatsApp about products and services. Are you available to answer their questions? It can be difficult for businesses to keep track of what’s happening on social networks 24/7. Conversational AI can help with this!
A conversational ai chatbot can save the day when there are so many questions to be answered and so few people to attend to them.
Conversational AI can be a great asset to your social media presence. It can improve your team’s efficiency, and enable more customers to get the help they need quicker.
Continue reading to learn how your company can benefit from a conversational AI tool for customer service and commerce.
Bonus: Get our Social Commerce 101 guide to learn how to sell more products through social media. You can delight your customers and increase conversion rates.
Conversational AI (artificial Intelligence) refers to technologies like chatbots or virtual assistants that can “talk” with people (e.g. answer questions).
Conversational AI applications are used frequently in customer service. These applications can be found on websites and online stores as well as social media channels. AI technology can speed up and streamline the process of answering customer questions and routing them.
Source Heyday
Conversational AI statistics
The global conversational AI market is expected to reach $32.62 Billion by 2030.
Since the pandemic, the volume of conversations handled by conversational agents has increased by up to 250% in many industries.
The global share of digital marketers using AI has risen from 29% in 2018 and 84% in 2020.
Nearly all adult voice assistant users use conversational AI tech on their smartphones (91.0% in this year).
CouponFollow surveyed US voice assistant users in April 2021 and found that browsing and searching for products were their top shopping activities using the technology.
Customer service is the most popular use for virtual assistants. Nearly 80% of tech professionals who have customer-facing virtual assistants worldwide said that they use them for this purpose.
According to 73% of North American customer service decision-makers surveyed in May 2021, online chat, video chat and chatbots or social will be the most popular customer service channel within three years.
86% of US executives agreed that AI would be a “mainstream technology” in their company by 2021.
53% of Americans had used an AI chatbot to provide customer service in the past year, as of February 2022.
Worldwide, 3.5 billion chatbots were accessed in 2022.
The top three reasons US customers use chatbots are for business hours (18%) and product information (17%). Customer service requests (16%) are the most popular reasons.
customer service experience. However, some customers will come to you with simpler questions than others. Chatbots and virtual assistants are a great way for everyone to be satisfied without having to overextend yourself or your team.
Chatbots that use AI can handle simple customer service issues while allowing you and your team members to deal with more complicated ones. It also reduces wait times for both sides. Heyday by Hootsuite is a chatbot that helps businesses automate up to 80% of customer service conversations.
Source: Heyday
Conversational AI can handle multiple claims simultaneously, while you and your team cannot. It results in a much more efficient customer service system.
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Although not all problems can be solved by a virtual assistant chatal AI allows customers to get the help they need.
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Heyday, a conversational AI solution, makes these recommendations based upon what’s in the customer’s cart and their purchase inquires (e.g. the category they are interested in).
The result? You can make more sales without lifting a finger.
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multilingual chatbot makes your business more welcoming and accessible to a wider variety of customers.
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Heyday is a tool design with the specific needs of retailers in mind. It integrates with ecommerce, shipping and marketing tools, seamlessly connecting the back-end of your business with your customers — and helping you create the best customer experience possible.
Some of Heyday’s integrations include:
Shopify
Magento
PrestaShop
Panier Bleu
SAP
Lightspeed
780+ shipping providers
With Heyday, you can connect conversational AI with all of your customer’s favorite communication channels, including:
Messenger
Instagram
WhatsApp
Google Business Messages
Kakao Talk
Web and mobile chats
Email
… and handle all of these interactions from one platform.
When optimized for social commerce, conversational AI is much more than a customer service tool — it can help you automate sales, too.
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Although they may not be a social networking platform, it’s always a good idea to learn from the largest online retailer in the world.
Amazon uses a virtual assistant to provide its first line customer service. The Amazon experience is largely driven largely by prompted questions such as the one above. It also includes data from recent orders to provide information about what customers might be interested in.
Clocks and Colours, a jewelry brand, uses a chatbot to communicate with customers on their Facebook Page. The brand’s virtual assistant activates when someone reaches out. This virtual assistant, similar to Amazon’s bot services customers via prompt questioning and light language generation.
The brand’s traditional customer support channels are integrated with Clocks and Colours bot. The AI will notify a customer service representative if a user requests to chat with them. If no one is available, an “away” message is sent and the inquiry is added into the queue of customer service representatives.
Heyday’s conversational AI tools for retailers allow you to engage with shoppers on the channels they prefer and convert customer conversations into sales. At scale, deliver 5-star customer experiences
Get a free Heyday demo
Turn customer service conversations to sales with Heyday Increase response times and sell more products It’s possible to see it in action.
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