By: Ljubica Vučković, Insight Manager Direct Media United Solutions
Chatbots are on the rise and are taking over customer services for many brands. It is anticipated that by 2020, 85% of user interaction will take place via chatbots, according to Direct Media United Solutions report on media trends.
Not only are bots an efficient way of mass communication, but they provide a 24-hour, two-way communication channel between your audience and the company, seven days a week. In addition to increasing customer satisfaction, this will improve your response rate on Facebook, it will improve SEO, and the likelihood that your brand will be recommended to others.
Some are hesitant of including chatbots in their customer service out of fear of bad user experience. However, there’s no room for fear, as the recent study showed that 70% of consumers report a positive experience and that an additional 9% shared their experience with others.
In addition to the above benefits, Facebook Messenger has a CTR of 80%, which represents an enormous market potential.
Chatbots are nothing new, but with better technology and integration, they could become more common in the years ahead. Chatbots could even takeover apps when it comes to online purchases because they allow you to do so without downloading an app.
What about chatbots in Serbia?
Perhaps chatbots are not so big in Serbia right now as they are on a global scale, but they are coming. We have several examples of the use of chatbots here in Serbia. Probably the best examples are Raiffeisen Bank’s REA (Raiffeisen Electronic Assistant) and Tuborg, which initially started in Serbia and only then globally.
Clients of Raiffeisen Bank can send a written (contextual) message to the REA chatbot through the most common communication channels – Facebook, Messenger or Viber – and ask any questions regarding the bank’s services and products.
Tuborg created a chatbot that invites users to the lives of celebrities and influencers as part of a new global campaign. This chatbot allows individuals to get to know the capital of Serbia from the perspective of Zoran Kesić, Mimi Mercedes and Kristijan Molnar.
Check out the Direct Media United Solutions media trends report here.
