How chatbots help small businesses

[jrineakter]

Imagine: you are browsing the website of an online store or a company and you have a question. You automatically look to the bottom right corner in search of the chatbot to ask your question and receive instant assistance .

Until relatively recently, chatbots were an unknown tool, but they quickly began to spread rapidly. The secret lies in their versatility… and in the work they save us . That is why a chatbot can be especially useful for small businesses. However, according to the report “Indicators of the use of artificial intelligence in Spanish companies” prepared by the Ministry of Economy, only 2% of Spanish companies use virtual assistants or chatbots.

However, chatbots are more impersonal than traditional customer service mechanisms, so they can be counterproductive for some businesses that pride themselves on being familiar or close. But let's not get ahead of ourselves and start at the beginning.


A chatbot or virtual assistant is hong kong number data a software that simulates a real conversation with a person . Its technology is based on the usual interactions between users and customer service agents of brands, using a list of keywords.

In simpler terms, a chatbot is basically a chat that gives us automated responses based on programming algorithms and keywords that we enter . In reality, this tool is a front-end solution to answer frequently asked questions or FAQs, but with a nicer design.

However, in recent years chatbots have evolved thanks to artificial intelligence to develop applications that improve customer experience and the efficiency of business resources . And there are even some intelligent chats that “learn” as the customer interacts with them.

Features of chatbots
Most chatbots tend to share certain common characteristics . The most common ones are:

They are always available, without time limits.
They should be identified as chatbots from the start to improve transparency.
They should offer customer service contact options to receive personalized attention if the query is not resolved.
They are configured according to the tone and language of the brand.
They use natural language, as well as clear and brief expressions.
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What is a chatbot for?
Chatbots are used to answer common customer questions and relieve the workload of employees, which is why they are very useful for small businesses with fewer resources. These assistants often save users from having to send an email or call the company.

They are also responsible for collecting user data automatically and channeling customer service traffic. Therefore, they could be an instrument to feed our CRM system .

Benefits of a chatbot
A chatbot offers great advantages, both for customers and for companies and their employees. Obviously, it also has its drawbacks, but we can summarize its main virtues as follows.

For customers
Chatbots are a very useful tool for all types of customers , as they can receive help or assistance instantly , regardless of whether the question arises at odd hours or during a holiday.

Many of the most common questions can be answered through this platform, saving people from having to search for contact details to call or write an email. A detail that, without a doubt, the most introverted will appreciate . Therefore, they help to improve the customer experience on several levels.