Why use bots on social networks?

26 Jun 2024

Bots on social networks are small opinion robots that influence discussions on social media. They take the place of human users on social networks without any indication proving that they are machines. This type of machine has been developed to steer discussions in line with users or to share opinions on social media.

Time Saver

The mission of social media bots is somewhat limited. Indeed, they operate within an application or a messaging interface. Bots guide users to perform small tasks such as making an online purchase or resolving a technical issue. This conversation interface provides relevant information to users, and in a natural language without human intervention. This is why social media bots are particularly useful for businesses. It is the customer support that is most widely used by SMEs. The reason being, it saves them valuable time. Certainly, instead of constantly being on screen chatting with their clients, the robot does everything for you.

SME customer service departments do not always have the means to respond satisfactorily to numerous assistance requests from their clients. In this case, instead of waiting long on the phone hoping that a sales agent will answer, clients can now chat with the intelligent robot to resolve their issues. On the other hand, agents can attend to other more important tasks. If previously, you spent 80% of your time responding to your clients; with bots, you only spend 20% of your time answering the most sensitive questions. In short, bots allow for freeing up time to assign more complex tasks to tele advisors to provide a higher quality service.

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Cost Control

Social media bots resemble a dynamic FAQ based on a predefined scenario. They will hold a natural language conversation to assist a customer. Bots on social media are mainly used by SMEs facing resource issues. Worldwide, the customer service market can reach several billion euros. Investing in social media bots can reduce your company's customer service costs by up to 30%. It is an effective solution for controlling costs.

According to studies, the cost of a customer interaction by phone is between 30 and 45 euros. Moreover, the customer support manager spends 80% of their time handling several dozen emails with all sorts of questions. If managed by social media bots, this cost decreases to between 6 and 8 euros, and the tasks to be done significantly diminish. Furthermore, an average conversation between a bot and a customer costs about 0.030 cents, not including the cost of developing the social bot. In a few years, 70% of interactions will be handled by bots. Likewise, more than 50% of customer requests can be satisfied by this artificial intelligence.

Improving Customer Experience

Social media bots continue to multiply year after year. They are considered as conversational agents mostly set up on instant messaging. These robots communicate directly with an internet user for customer service or for purchasing advice. Most major online retail sites use social bots to enhance the customer experience.

To interact with brands, bots are increasingly appealing to the French. The communication channels used for this purpose have evolved enormously, disrupting other communication channels, namely:

Email has dropped by 5 points,
SMS has decreased by 14 points,
Smartphone applications have lost 7 points,
Social media applications have fallen by 7 points.

Meanwhile, social media bots have increased by 11 points, with users including 42% of individuals under 35 years old and 41% belonging to affluent socio-professional categories. The impact of the bot on interactions between customers and brands is confirmed each year. The evolution of the buying journey is justified by the rise in the use of social media bots.

A demarcation from the competition

As the saying goes, first impressions are always right. In this case, you need to appear welcoming to put all the chances on your side. More and more websites are using bots on social networks. These artificial intelligences introduce themselves to the site visitor and offer to start a conversation. The bots, whether they are chatbots or voice bots, are available 24 hours a day, 7 days a week. They must answer almost all of the customer's questions.

For a brand looking to stand out from the competition, it is wise to offer bots on social networks. To succeed, you must meticulously prepare the setup. If your bot is poorly designed, it will provide incoherent and incomprehensible answers. The development of your bots requires thorough preparation. You must think carefully about your persona's behavior to know where and when they visit your site.

Bots react independently to mimic human users. By offering bots on social media, you will benefit from their multiple advantages. In addition to saving you time, they help save on customer service costs. To this end, My Name Is Bond offers the most secure and discreet robot on the market.

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