So, what's the answer?
Chatbots add significant value to both businesses and customers when used appropriately. They are great for improving response times and helping customers with basic queries. However, based on current data, they have not yet been fully embraced by customers, and they often struggle to answer detailed questions. In comparison, by using a platform such as SMS, your customers will be able to get a human response that answers their queries more accurately. While this may take a little longer, your customers will surely appreciate the detail.
Whether or not you opt for a chatbot, SMS marketing or another alternative will depend entirely upon both company resources and customer demand. If you are a small business, then it is unlikely that you will ever need to incorporate a chatbot. Similarly, if there are low communication requirements between you and your customers, then a chatbot may not be appropriate. Retrospectively, if you receive a large volume of daily queries, then chatbots will undoubtedly help you.
If you have the available resources, then you should try to provide both a chatbot service and SMS to your customers. Depending on their query, this will provide your customers with a choice of selecting the assistance tool that they believe will be most helpful. Customers that need a fast response to a basic question can use your chatbot. Whereas, those who have a detailed query can instead text you and then wait a little longer for your response. Therefore, allowing you to cover all of your customer needs.