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Chat Bots For Your Business: How And Why?

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IT’S NOT SCIENCE FICTION. IT’S A REQUIREMENT! Why your business needs chat bots and how to implement them CHAT BOTS
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Page 1: Chat Bots For Your Business: How And Why?

IT’S NOT SCIENCE FICTION. IT’S A REQUIREMENT!

Why your business needs chat bots and how to implement them

CHAT BOTS

Page 2: Chat Bots For Your Business: How And Why?

“I've never met anyone who likes calling a business, and no one wants to have to install a new app for every service or business they want to interact with"

MARK ZUCKERBERG

Page 3: Chat Bots For Your Business: How And Why?

IMPORTANT FIGURES

68% 4 out of 5 6.8Of all internet traffic will be

generated by mobile devices by 2017

(Cisco's Visual Networking Index Forecast. 2013)

Consumers use a smartphone to shop

(ComScore, 2012)

Average number of mobile apps used by mobile internet users

globally(Statista. June 2016)

52.7% of global internet users access the internet via mobile. 75.1% of U.S. internet users access the internet via mobile.

(Statista. 2015)

Page 4: Chat Bots For Your Business: How And Why?

MESSENGERS HAVE BECOME MORE POPULAR THAN SOCIAL NETWORKS

monthly active users

GLOBAL RANKINGS

WhatsAppMessenger

FacebookMessenger

Source:App Annie Intelligence

monthly active usersas of April 2016 as of February 2016

900 million >1 billion

Page 5: Chat Bots For Your Business: How And Why?

3.2 BILLION INTERNET USERS

That’s over 40% of the world population

Page 6: Chat Bots For Your Business: How And Why?

SUPPORT

Chat bots allow you to provide customer support 24/7 without extra spending

51%of people want to be able to

contact a business 24/7to email51,6% 49,4%

to phone

PEOPLE PREFER MESSENGERS

Page 7: Chat Bots For Your Business: How And Why?

AUTOMATION LEADS TO EFFICIENCY INCREASE

businesses consider their support superior. Only 8% of clients agree(Lee Resources)

90%

think that it takes too long to connect to a support agent (Harris Interactive)

expect a self service support. 60% of them would prefer a business with mobile responsive support section(2015 Global State of Multichannel Customer Service Report)

better chance of upselling to a satisfied existing customer than to a new one(Marketing Metrics: The Definitive Guide to Measuring Marketing Performance)

75%90%14х80%

Page 8: Chat Bots For Your Business: How And Why?

ANALYTICS

Without adequate analytics you will have trouble defining numerous problems, including:

• Frequent user problems

• Ineffective staff training

• Detecting problems most critical to a business

• Ineffective sales department work

• Problems that you may not even suspect exist

Page 9: Chat Bots For Your Business: How And Why?

FINTECH INNOVATIONS

AJ Bell are planning on starting a stock trading platform via Facebook Messenger (Fintech News)

Digit are working on an algorithm that connects to your bank account and analyzes income and expenses. Based on this information a bot regularly sets aside small amounts of money. (Fintech News)

Amazon and Capital One introduced a service for paying bills using Alexa bot (VentureBeat)

Envestnet | Yodlee which analyzes and normalizes customer data to match them with personalized financial suggestions (Bank Innovation)

Page 10: Chat Bots For Your Business: How And Why?

The earlier you focus on innovation -The less you will have to catch up in the future

“Your future is created by what you do today, not tomorrow”

Robert Kiyosaki

Page 11: Chat Bots For Your Business: How And Why?

How chat bots provide a solution

Page 12: Chat Bots For Your Business: How And Why?

24/7 SUPPORT

Answers to FAQ

Assistance with website navigation

Search for the nearest office/store/ATM etc

Schedule of a certain office/store/specialist

Office/store foot traffic at certain time or day

Consult regarding services or goods

Feedback collection

List of documents for certain services

Lead information collection

Calculate rates, interests

etc

Page 13: Chat Bots For Your Business: How And Why?

EFFICIENCY IMPROVEMENT

Chat bot creates a ticket using the existing information and forwards it to a support agent

Tickets distribution according to question type

Some problems are solved by a chat bot alone

Better personalization due to CRM integration

Chat bots don’t take sick days and vacations

+

+

+

+

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Page 14: Chat Bots For Your Business: How And Why?

BETTER ANALYTICS SHOW PROBLEMS YOU SHOULD FOCUS ON MORE PRECISELY

Analytics help solve the following problems and more:

Speed up the process of solving frequent problems

Improve staff training

Improve upsell efficiency

Define the most critical business issues

Detect missed opportunities

1 2 3

4 5

Page 15: Chat Bots For Your Business: How And Why?

ANALYTICS INFLUENCE ON UX

• Improve knowledge base

• Collect answers that get the best user feedback

• Define parts where users need assistance

• Find non existent services that clients try to find

• Connecting problems to customer types/personas

Page 16: Chat Bots For Your Business: How And Why?

Chat bot in action

Page 17: Chat Bots For Your Business: How And Why?

CLIENT IDENTIFICATION

QUESTION HISTORY

PROBLEM CLARIFICATION

CLEARLY

DEFINED

REQUEST

Specific support agent

Support team

Solution byChat bot

Sales lead

CLIENT IDENTIFICATION SOLUTION

Qu

estio

n

Tra

nsm

it to

un

ifie

d c

ha

nn

el

Cle

ve

r ro

utin

g

CRM

An

aly

tics

Page 18: Chat Bots For Your Business: How And Why?

GNS Expertise

Page 19: Chat Bots For Your Business: How And Why?

“GNS was recommended to us by a partner when we were in search of an IT company to assist us in automating some of our routine processes.

The first of our tasks was creating a chatbot for our site. The goal was to reduce manpower required to consult clients and prospects, as well as improve customer service by connecting people with the right employees.

As a result, a team in GNS took over the entire process. They consulted us on the most appropriate technologies and helped with necessary website customization. The company made an impression of a well-oiled machine making every step easier than the previous one.

What particularly impressed us was their staff’s strive for learning new things and skilled project management.The product turned out great. We are happy to recommend GNS to companies looking for no-fuss and skilled developers.”

Founder & CEO, ProNav Technologies

200+150+9 years

83%81%

On IT market

Developers

Successful projects

Repeat customers

Middle and senior level developers

Page 20: Chat Bots For Your Business: How And Why?

CHATBOT EXPERTISE

Support agents did not have to answer::

• Where is the event venue?

• What is the event agenda?

• How to get there?

• What accommodation options are available?

• Who are the sponsors?

• How to preorder goods?

• and more

Chat bot helps them:• Distribute questions• Forward support tickets to agents during office hours• Saving support tickets outside the working hours and

informing agents about them.• Consult on insurance• Provide insurance services estimate• Assist with website navigation• Collect leads and forward them to appropriate

departments

EVENT SUPPORT INSURANCE AGENCIES

Page 21: Chat Bots For Your Business: How And Why?

OTHER RELEVANT SOLUTIONS

Ready to implement CRM / ERP speeds up the development process and reduces its cost.The system is fully customizable and can be adjust to customer’s requests.

Chat bot can “live” on GNS servers that were successfully tested for these type of loads.

Page 22: Chat Bots For Your Business: How And Why?

DIVERSE TECHNOLOGY STACK

RELEVANT TECHNOLOGIES

• HTML5, CSS3, JavaScript, AngularJS, Backbone.js, React, Ajax, JSON

• PHP (Zend 2, Symfony 2, Laravel), Node.js, .NET, ASP.NET MVC, Silverlight

• MySQL, MongoDB, MSSQL, PostgreSQL, Redis

• Objective-C, SWIFT, Android

CHATBOT TECHNOLOGIES

• Meya + Wit.ai + Smooch software + Frontapp software

• NodeJS + Express + MongoDB + Wit.ai + Facebook + Messenger API + Herokuhosting

Page 23: Chat Bots For Your Business: How And Why?

Thanks for your attention!

[email protected]

+37 254 999 406

gns-it.com


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