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Chat Bots For Your Business: How And Why?


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Chat bots are not science fiction. They are a requirement!

Find out how your business can benefit from implementing chat bots and why you should focus on it right now, before it's too late.

The earlier you focus on innovation - the less you will have to catch up in the future. Contact GNS at now and start building your future.

Published in: Technology
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Chat Bots For Your Business: How And Why?

  1. 1. IT’S NOT SCIENCE FICTION. IT’S A REQUIREMENT! Why your business needs chat bots and how to implement them CHAT BOTS
  2. 2. “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
  3. 3. IMPORTANT FIGURES 68% 4 out of 5 6.8 Of 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)
  4. 4. MESSENGERS HAVE BECOME MORE POPULAR THAN SOCIAL NETWORKS monthly active users GLOBAL RANKINGS WhatsApp Messenger Facebook Messenger Source:App Annie Intelligence monthly active users as of April 2016 as of February 2016 900 million >1 billion
  5. 5. 3.2 BILLION INTERNET USERS That’s over 40% of the world population
  6. 6. 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 24/7 to email 51,6% 49,4% to phone PEOPLE PREFER MESSENGERS
  7. 7. 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% 14х 80%
  8. 8. 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
  9. 9. 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)
  10. 10. 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
  11. 11. How chat bots provide a solution
  12. 12. 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
  13. 13. 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 + + + + +
  14. 14. 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
  15. 15. 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
  16. 16. Chat bot in action
  17. 17. CLIENT IDENTIFICATION QUESTION HISTORY PROBLEM CLARIFICATION CLEARLY DEFINED REQUEST Specific support agent Support team Solution by Chat bot Sales lead CLIENT IDENTIFICATION SOLUTION Question Transmittounifiedchannel Cleverrouting CRM Analytics
  18. 18. GNS Expertise
  19. 19. “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
  20. 20. 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
  21. 21. 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.
  22. 22. 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 + + Smooch software + Frontapp software • NodeJS + Express + MongoDB + + Facebook + Messenger API + Heroku hosting
  23. 23. Thanks for your attention! +37 254 999 406