We’ve all heard the classic Christmas tale of Santa’s workshop. A magical place where presents are made for every child in the world, ready to be delivered on Christmas Eve. Santa gets all the credit, but does he make all the toys himself? No, he has help – the elves.
Think of Chatbots as elves for your SaaS website. They’re there to lend a helping hand to make your life easier by helping run your customer service. They can help increase conversions, build brand awareness, and much more.
So, how can you scale your SaaS business with Chatbots?
What are Chatbots?
With society more connected than ever before, customer service expectations are skyrocketing. Gone are the days where businesses can expect people to wait around for their response. Even the slightest delay can result in customers flocking to your competition—step in Chatbots.
What are Chatbots? A Chatbot is a computer program that replicates and facilitates human conversation. Customers can interact with Chatbots as if they are talking to a real person rather than AI.
But how do they work? First, you position Chatbots on your website in an accessible and prominent place. The Chatbot then sits and waits for a customer to ask a question or can even start the conversation itself. You can also integrate Chatbots into apps to up your customer support game.
There are loads of ways to scale your SaaS business with Chatbots and optimize your customer service strategies. Let’s dive in!
8 Ways to Scale Your SaaS Business with Chatbots?
Chatbots are fast becoming a trend in the SaaS world. Why? What’s so appealing about them? Aren’t they just another fancy tech gadget?
Here are some great ways Chatbots help you scale your SaaS business.
1. Speeds up Customer Service
Have you ever called a helpline only to get stuck listening to lounge music for hours? If you want to keep customers away from that service nightmare, Chatbots are your answer.
By offering around-the-clock availability, you’ll be able to respond to customers immediately, no matter the time. You’ll also be ready and able to handle any emergencies your customers may have, earning their gratitude.
24/7 availability + rapid response rate = happy customers, better reviews, and more profit. By saving your customers time, you make your business more accessible and appealing to them.
2. Builds Brand Awareness
When you scale your SaaS business with Chatbots, you increase your brand awareness. Chatbots are still relatively new in the SaaS world, so using them will help set you apart from the crowd and give your business a branding advantage. You’ll be able to position yourself as a leader in the industry.
Here are some ways to use Chatbots to increase your brand awareness:
Improve Customer Care
You can use Chatbots to build your brand to turn them into knowledgeable customer care representatives. Customers will receive timely, tailored communication, making them less likely to have a bad brand experience.
Chatbots are immune from having bad days, unlike your staff members. This means customers will always be made to feel welcome on your site and receive consistent treatment. This garners a positive brand experience for the customers, fostering brand loyalty.
Share Your Brand’s Story
You can program your Chatbots to share more facets of your brand with your customers. Whether it be sharing your brand’s origin or insider knowledge, they help tell a compelling story. You’ll set yourself apart from your competition and make your business more appealing to customers.
3. Increase Customer Engagement
You can scale your SaaS business with Chatbots by increasing your website engagement levels.
Chatbots target new visitors with the sole aim of engaging them. Visitors land on your website, and your Chatbot greets them, then starts a conversation and gets right down to helping them solve their problems.
You can also optimize your Chatbots to spice up the conversation according to specific goals. For example, Chatbots can be programmed to:
- Offer customers discounts.
- Tell customers about your services, products, and brand.
- Share new offers, products, and prices with customers.
- Book demos and meetings for customers.
- Conduct short Q & As with customers to gather data.
Chatbots make it so your business is constantly online and available, giving visitors what they want when they want it. You can stay connected with your customers throughout their experience with your brand.
4. More Cost-Effective
You can scale your SaaS business with Chatbots by cutting back on customer service costs. Chatbots do this by reducing the costs of running customer help desks and call centers. What’s better is that there’s no extra cost involved in running them as no human supervision is needed!
Once you invest in your Chatbots and have them customized, you don’t need to worry about them anymore. You set them free, and they do the work for you.
5. Provides Customer Insights
You can scale your SaaS business with Chatbots by using them to gain insight into your customers. By giving you direct access to your customers, Chatbots help you to learn about them. How?
Analyzing the messages between Chatbots and customers can inform many facets of your business. From marketing and sales campaigns to content strategies and product innovation.
You can use message analysis to learn about:
- Customer habits, likes, and dislikes.
- The language customers use and respond well to.
- Customer pain points and the solutions they’re after.
- The customer experience and usability of your product.
- The viability of potential leads.
Better Customer Satisfaction
Due to their ability to gather information, Chatbots are an excellent tool for improving your customer satisfaction levels. Any leads will get their questions answered in a way that resonates with them. This lessens the chance of them opting out or being poached by your competition.
Stay on Trend
You’ll be able to stay up to date with your customer’s latest wants and needs, as well as picking up on current trends and predict future ones.
6. Increases Leads and Conversions
Generating leads and conversions is another way you can scale your SaaS business with Chatbots.
Unqualified leads have not been nurtured enough in the sales cycle – they need attention. This is where your Chatbots come in. Sometimes they are just the extra push users need to become leads or conversions.
Chatbots are constantly monitoring customer behavior to ‘know’ how to guide customers down the sales funnel. In moments of confusion, your Chatbots can provide extra information about your product’s price, use, or benefits. By doing so, they usher and nurture the user down the funnel until they convert to leads or customers. The more these Chatbots help users; the more likely conversions will be.
7. Improves Efficiency
With the high volume of users that flood to SaaS websites, having some extra virtual ‘hands’ is helpful. Here are a few ways Chatbots can help improve your business’s efficiency:
Automate Routine Tasks
Chatbots can automate your team’s routine, daily tasks. Your staff will be able to stay focused without being overwhelmed by customer queries. They can devote energy to nurture leads, close sales, and provide quality service to clients who need it. They’ll be able to deal with the more complex tasks that Chatbots can’t handle.
Shorten Sales Cycles
Because Chatbots can handle multiple clients at once, rush hour delays will be a thing of the past. You’ll shorten your sales cycle by giving quick, direct answers instead of making customers wait and lose interest.
Reroute Complicated Questions
Chatbots address serious issues quickly and reroute customers to the channels they need. For example, if a customer has queries that a Chatbot can’t help with, they can be directed to someone in the customer care team.
Makes You More Money
The more efficient your business, the more money you make. Per second, Chatbots can exchange over 150 messages and handle many requests simultaneously, massively increasing your efficiency. You’ll be able to handle high influxes of customer queries while still providing personalized service. It’s a win-win situation!
Stops You Wasting Time
Chatbots gain insight into your customer’s behavior constantly. Because of this insight, they can pick up on when your services aren’t what the lead is after. This means your staff can be notified not to spend more time on them and instead focus on making sales.
8. Facilitates Targeted Marketing
Streamlining your targeted marketing strategies is a great way to scale your SaaS business with Chatbots. As mentioned earlier, Chatbots gather essential information for marketing campaigns. But they can go a step further.
Chatbots can use this data in advanced and tailored marketing techniques to hook your customers. They use promotional content that speaks to customers exactly when they need it to. If a customer is about to buy a product, a Chatbot can share relevant blog posts or personalized messages to push them toward conversion.
Chatbots can also connect customer insights to business processes and adjust them to benefit your business. From email marketing and web analytics to lead generation strategies and surveys – the scope is endless. You’ll be able to encourage more participation, generate product interest, and increase traffic.
Should You Scale Your SaaS Business with Chatbots?
As with any decision involving your SaaS, you need to make sure it’s the right choice for your business. And how do you do this? Research. You can dig deeper into the ins and outs of Chatbots by looking at key metrics from other SaaS companies that have used them.
First, look at your competitors in your niche. Next, analyze how Chatbots have affected their metrics like customer acquisition costs. Then compare those metrics against your own and decide whether Chatbots are worth the investment.
Potential Chatbot Cons to be Aware of
While we’re huge fans of Chatbots ourselves, we’re well aware that they aren’t without their faults. So if you’re going to invest in them, you need to know how they might not be able to live up to your expectations.
Before you scale your SaaS business with Chatbots, remember the following:
Chatbots can’t use or register emotions, so they won’t be able to understand how your customers feel and respond accordingly. Bots are fine for conversations that follow a specific path, but any emotional deviation can throw them off. With this in mind, it’s clear they’re not the best fit for highly contextual situations.
Basic Problem Solvers
Chatbots may struggle with complex queries. They are better suited for first-level questions where their answers can be pre-programmed. Making it so your bots can handle complex queries requires a lot of optimization and training.
Chatbots don’t understand natural language and can’t grasp slang, misspellings, or sarcasm. This means Chatbots can miss the intention behind customer messages, giving them the wrong advice or solutions. As a result, Chatbots are inappropriate for personal channels like Instagram.
Because Chatbots interact with your customers without you there, you need to maintain them to make sure they are offering you value. This means analyzing previous bot-customer conversations and feeding them new data consistently. This is the only way they’ll be able to respond to customers’ ever-developing queries.
The Wrong Fit
Chatbots don’t work for every business model as some businesses are far too complex for them to function appropriately. Further, some customer bases might not respond well to Chatbots. So before investing in Chatbots, you need to make sure your audience will benefit from them.
Top Tips to Scale Your SaaS Business with Chatbots
Chatbots are great business tools that can help boost your sales, save you time and skyrocket your business’s growth. We’ve compiled some essential tips to scale your SaaS business with Chatbots.
1. Zoom in on key Action Pages
To receive maximum benefit, you need to position Chatbots carefully on your website and platforms. Place your Chatbots on key action pages where customers will most likely ask questions, such as pricing pages.
2. Create Fallback Answers
You can scale your SaaS business with Chatbots by creating fallback answers. For situations where the Chatbot cannot answer a question, you can pre-program fallback responses to lead the user to their next step. This means your customers will never be left in the dark or feel disregarded.
3. Take Initiative
To effectively scale your SaaS business with Chatbots, make sure they are programmed to take the initiative. They must start conversations with visitors to encourage engagement.
You can go a step further and have your Chatbots use a welcome greeting or personalized message. Reaching out to customers like this will make them feel unique and important, motivating them to convert.
4. Outline Your Expectations
Another tip to scale your SaaS business with Chatbots is to outline your expectations clearly. When your visitors land on your page, make sure they know what kind of queries to give the Chatbot. Otherwise, your visitors might become disgruntled when the Chatbot can’t answer them.
5. Use Simple, Clear Communication
Using direct and straightforward communication is another effective way to scale your SaaS business with Chatbots. Make sure your Chatbots use crisp, clear, and convincing language when communicating. They also should focus on one topic at a time so as not to overwhelm or confuse customers.
Final Thoughts on Why You Should Scale Your SaaS Business with Chatbots
Just like Santa would be nothing without his elves, the SaaS industry would be nothing without new technology. Chatbots are a popular SaaS trend that’s here to stay. And they are slowly paving the way forward for customer service success.