Chatbots are being used more and more frequently in corporate communications. But not all chatbot software can be used for all communication channels. It depends on which interfaces it has on board. We have checked for you which channels you can use with which chatbots.
Chatbots are now an established part of customer communication. The smart information helpers have become established because customers are increasingly accepting them as points of contact. According to a benchmark study by the company PIDAS, more than 88% of Germans can imagine getting in touch with chatbots. In addition, the company Userlike found out that more than 80% have already communicated with chatbots at least once. You want to know even more facts and figures about chatbots? We have compiled the most important studies on the topic of chatbots for you. The concerns of many companies a few years ago, that their customers would reject chatbots, are more and more passé and subject to the advantages that the use of a chatbot offers.
Which channels can be connected to chatbots?
Chatbots are a good addition for the dialog with customers. Many companies have recognized this and put the implementation of chatbot software on the digital roadmap. Anyone who wants to integrate a chatbot should first determine very precisely where and for what purpose it is to be used. Read our interview with two experts from the field. Then there is the question of suitable software. There is a whole range of criteria here, which can be weighted very differently depending on the requirements and the task. You can download our comparison of software solutions for chatbots here. In it, we have compared 18 chatbots based on over 160 criteria.
In any case, it is important to know which channels can be used with the chatbot. After all, every company has its own channel mix that it has identified for optimal communication with its customers. As part of the market overview of chatbot solutions, we examined the following channels that can be used with the various solutions:
- Facebook Messenger
- External store systems
- Mobile App
- Various systems
- Various ERP systems
A total of 18 chatbot solutions were compared. Facebook Messenger emerged as the absolute standard, which almost all solutions can cover. WhatsApp as a channel is also obviously standard. Over 75% of the solutions can be used there. For communication on Instagram, on the other hand, only two chatbots can be used. The situation is not much better for the Skype messenger service: only five of the 18 providers have made their solutions compatible with it. Perhaps because the service no longer plays a leading role among end customers? On the other hand, a connection between the chatbot and the company’s own CRM is elementary; after all, customer data must be recorded and the customer must be identifiable. Almost all chatbots therefore also offer this interface. Exactly which CRM solutions can be docked by default, however, is quite different.