Appier has announced the launch of BotBonnie, an omnichannel conversational marketing platform. This marks Appier’s debut in the conversational commerce and marketing space. BotBonnie is available across the Asia Pacific markets in English, Japanese and Traditional Chinese.
According to Gartner, customer loyalty is created when businesses help customers solve their problems, but at the same time, customer service interactions are nearly four times more likely to lead to disloyalty than loyalty.
Gartner cites the deployment of chatbots as one strategy to increase digital containment where customers can self-serve to solve their issues i.e. freeing up customer service agent’s time to work on solving priority issues for customers.
An omnichannel chatbot platform is adept at identifying marketing scenarios and offers great flexibility for customers to implement their chat solutions in one stop across multiple messaging channels, so businesses can boost sales and build customer loyalty.
Appier customers can benefit from an AI-informed platform and analytics to navigate the entire customer journey seamlessly across offline and online environments. Data enrichment from conversational data analysis can contribute to the learning capabilities of AI models and enable more robust predictions of customer behaviour and take personalized services to the next level.
In addition, BotBonnie can foster Appier’s product synergy from user prospecting and acquiring, retention and engagement to the transaction. By leveraging conversational AI chatbot, customers can identify and retarget high LTV customers through CrossX advertising solutions, then direct customers to the social media channels like Facebook Messenger, LINE and even Google Business Messages to continue automatic customer engagement.
By analyzing customers’ interactions, AIQUA can trigger personalized web/app pushes or AiDEAL can deliver suitable coupons to convert new users to customers.
Furthermore, conversational data analysis allows companies to better understand customer trends and adjust the level of personalization at every touchpoint.
Conversational commerce is a global phenomenon on the rise as total spend over conversational commerce channels will reach $290 billion by 2025 globally; rising from $41 billion in 2021. This is a 590% increase over the next four years.
The entire sales process, from product discovery to checkout, can be handled by chatbots. Gartner3 predicts that by 2023, 40% of enterprise applications will have embedded conversational AI from below 5% today.
“Customers have fueled the growth of commerce in Asia as the pandemic continues to loom over this region the past year and a half. Retailers and eCommerce brands have contributed to the maturity of conversational commerce, and AI chatbots can lead to more natural interactions for customers to engage with commerce on messengers,” said Chih-Han Yu, CEO and co-founder of Appier.
“Businesses looking to thrive in the new normal have to embrace the customer-centric approach and hop on the conversational marketing train because it has the power to turn a customer into a returning, loyal customer.”
