The fastest and most efficient way to get answers to any question you may have about the product or service is to send a text message to the company from which you expect information. The possibility to get a prompt reply is highly appreciated by each and every consumer.
ChatBot is one of the newest and most effective two-way communication channel between the customer and the company.
In Serbia everything started last year with Viber and Facebook Messenger public accounts. They have deepened the interest on both sides of the conversation, enabling companies to connect with customers around the world and consumers to get an instant response and “1 to 1” communication experience.
ChatBot and the concept of artificial intelligence came to our country as an international trend. For a company that strives to be an active player in this market, like we in Saga do, having a international trend as a backbone of local efforts is a significant and much appreciated reinforcement.
If the trend is adopted and promoted by the trendsetter in a field, its’ credibility becomes quickly accepted, it represents a guarantee of value and usefulness of the new functionality and in general it is less doubted and questioned.
The most importantly, companies all around are more comfortable to decide to open their doors for new technologies and are quicker to accept the idea that, although something is completely new, it does not need to pass through phases of suspicion followed by intensive head shakes.
Previous experience with Viber as super-landing channel is extremely positive in attracting new customers.
Currently there are few Serbian companies that have adopted this new concept, although they were not previously present on similar platforms. The first results are strongly supporting the positive outlook of the ChatBots’ future. One local telecom company was able to quickly attract 350 thousand followers, much more than number of followers they have on social networks.
Promotional activities conducted by Viber gave a boost to efforts of IT companies involved in creation of ChatBots to enter the market and access a larger number of interested and informed customers.
Telecommunications, Banking, Insurance and the Health Care are among first industries realizing the potential benefits they could derive from opening these channels of communication with their users.
Some banks that have embraced the concept are already at an advanced stage of product design and implementation of predefined conversation scenarios. With 3.4 million Viber accounts and many more using Facebook Messenger possibilities to cover almost the entire population with effective and stress-free communication are almost endless.