I’ll come right out and say it: It drives me crazy when I have to fill out a form to get access to a customer story, submit a form to support, or jump through hoops to get a real answer to my question.
I want to call the shots.
Turns out I’m not alone.
As buyers, over 75% of us prefer digital self-serve and remote human engagement over face-to-face interactions. And no matter what stage of the customer journey we’re in, we want convenience, speed, and knowledgeable help.
But businesses are made up of humans. We can’t anticipate every question a buyer might ask or be available 24/7 to answer them. Plus, it’s hard to really know what your visitors’ intent is — and this will only get harder with the demise of third-party cookies, as businesses will have even less information about their site visitors.
The cookieless future is an opportunity for brands to rebuild trust with their buyers and, in doing so, turn buyers into lifelong customers.
This requires a pivot to true buyer centricity. It’s all about providing value.
Introducing Drift Conversational AI
The best way to provide value to your buyers and customers? Give them the freedom to have conversations without limitations. Don’t get me wrong, I LOVE being able to click a button in chat and get my answer right then and there. But for the times when a button just doesn’t cover it, we need to give our customers another way to get their questions answered.
How do we do that? By letting them use their own words.
With Drift Conversational AI, customers can now ask open-ended questions in chat — and get answers in real-time. Conversational AI is the powerful technology behind the Drift Conversation Cloud, which helps businesses engage with buyers in a personalized way at every stage of the buying journey. Conversational AI guides visitors on a personalized journey to deliver better engagement and customer experiences. It enables flexible, human-like conversations, letting visitors voice their intent in their own words. They can find answers to their questions, get personalized recommendations, or book a sales meeting — 24/7.
Let’s dive a little deeper into how Conversational AI works ⚡️
Let Buyers Ask Their Own Questions
Drift’s Conversational AI-powered chatbots let buyers qualify your business by asking their own questions, in their own words — while you collect declared data at scale. The information is more accurate because buyers are telling you what they want vs. assumptions you’ve made based on their behavioral or firmographic data.
In addition, you can use your buyers’ words to create the right experience for each visitor — like nurturing qualified leads towards conversion, creating VIP experiences for named accounts, and allowing customers to get answers to their questions 24/7 (without burdening your support team).
Grow Revenue More Efficiently
If you’re looking for the best way to uncover your most qualified buyers and get them to your sales team, look no further than AI chatbots.
Take it from Forbes: “AI-driven chatbots engage with customers in a personalized way at scale and get smarter the more you use them. Best of all, they collect a treasure trove of customer data.”
With the scalability of Conversational AI, you can grow revenue more efficiently by deflecting unqualified leads and customers from your sales team, as well as low-level issues from your service team, so they can focus on priority prospects and customers. This allows you to connect with more buyers who aren’t quite ready for sales but, with a bit of nurturing, will get there faster.
Surface Key Buyer and Customer Insights
That treasure trove of customer data we mentioned? Conversational AI reads between the lines, surfacing key insights that your team can use to tailor the experience for each website visitor.
For marketers, this means writing better messaging that resonates with buyers. For sellers, this means it’s easy to identify who to prioritize in a buying committee, what to say, and when and where to start a conversation. And for service leaders, this means knowing what common questions your customers ask and updating your knowledge base and conversation flow to address them so that future customers can get answers on their own.
👆Now that is how you build trust and provide value to your customers in a cookieless world.
As for your customers? They get to call the shots – and get a delightful experience, personalized just for them. Win-win.