Chat bots are all the rage and for good reason. Automating responses and capturing qualification data will save your sales, social media, and customer service teams a ton of time and energy. Chat bots are every bit as good as the hype that’s been preceding them. Customers may not even be aware that they’re dealing with an intelligent response system – and may be happier in the quick turnaround of helpful, accurate information.
Sprout Social has released two bots, one for Twitter direct messages and another for Facebook Messaging. Evernote implemented a Twitter chatbot into their social customer care strategy and increased the number of customers helped via Direct Messages each month by 80%. If you want to check them out, @Evernote, @Monarch, @BloomsburyBooks and @GVCMortgage have deployed Twitter chat bots.
Sprout Social Bot Composer Page
Sprout Social Bot Configuration Page
Social chat bots enable a brand’s customer support team to program a tree of Quick Replies to address consumer queries – no coding background required! Through this Bot Builder feature from Sprout, bots can be programmed to handoff the conversation to a human agent when initial info is gathered to expedite the process.
Sprout Social Bot Smart Inbox
Sprout Social’s Twitter Direct Message Chat Bot
Sprout Social’s Facebook Messenger Chat Bot
Today's digitally empowered customers create a challenge for organizations to sell, market and service them effectively. Expectations are higher than ever before, and customers openly share both positive and negative experiences with just a few clicks on review websites, app ratings and social media.