I just had a nice meeting with a guy running a gym. I can't disclose who, but he was frustrated because 50% of his leads would contact him outside of working hours. Almost none of these would become paying clients. The guy didn't have the resources to answer questions 24/7, and therefor he lost 50% of his potential clients, because he's a human being and needs to sleep and spend time with his family.
Tage always tells clients in meetings: "The first to respond wins the client". We've become spoiled by social media and we're expecting instant replies. Unless you can give a lead an answer in 30 seconds, he will go to your competitor.
You've got 30 seconds to respond if you want the sale!
My experience at Fiverr
I just did it myself. I was at Fiverr looking for a service for our company. One freelancer had 500 jobs, 4.9 in average rating, and was an "expert" in the field. Another freelancer only had 30 similar jobs, good rating, but still obviously not as skilled as the first guy.
My second option took the task immediately to her heart, fixed several problems for me without asking for payment, and answered every question I had immediately. The other "more experienced guy" would spend hours answering me. I chose the "less experienced" freelancer.
I would rather be 1st priority of a mediumly skilled freelancer than 2nd priority of a super skilled one!
I presume most of you would agree to the above statement.
An AI chatbot answers in 5 seconds
After we implemented streaming in our chatbots, they start answering on average in 5 seconds. This is for all practical concerns an "instant reply". This means you can ask it anything related to the business 24/7 and you will have an answer in some few seconds that you can start reading. The guy I started out writing about in this article told me flat out "this will double my conversion". I have no doubts. Below you can see what we did for another client of us.
More importantly, AI chatbots further changes our expectations from websites. Similarly to how social media and the internet resulted in us having zero tolerance for waiting for an answer, AI will inevitably also change our expectations.
AI's destiny is to reduce our patience to ZERO!
A couple of days ago I wrote an article about StackOverflow. Every time I am stuck as a software developer, and I need to Google something, I will look for the answer from StackOverflow. A blog article written by some incredibly smart developer would probably be a "better source of information for me", but the structure StackOverflow have on their answers, allows me to find the answer in seconds after clicking the link.
Today of course they're dying, because even after having found the answer from StackOverflow, I still need to change the code. Now I can ask ChatGPT to generate the same code, with my custom requirements, further reducing how much time I need to spend on each problem.
However, if I was to read a blog article providing me with an answer, I would need to wade through endless paragraphs of unrelated information, and I would not be able to easily recognize and pinpoint the most important parts of the solution depicted in the article. This made StackOverflow the superior solution for more than a decade.
At Reddit they even started adding TL;TR single sentence paragraphs several years ago to solve this problem. The idea was that the first sentence in a comment would be prefixed with the characters TL;TR, and sum up the conclusion of the comment. If I was to create a TL;TR for this article, it would resemble the following.
TL;TR - Use AI chatbots and you will increase sales by 400%
... or something ...
Then the rest of the article would go into depth why the first sentence is correct.
A couple of months ago I heard that a lot of youngsters belonging to generation Z would even watch YouTube videos at 125% speed, and sometimes even 150% speed. They simply don't have the time to watch it at normal speed. And watching it in fast forward mode still allows them to soak up all the information in it.
The point being that "the need for instant gratification" will only increase with time. Extrapolating this development implies that 50 years down the road, we will expect to have access to everything within 0.0001 second!
Imagine a world where you want coffee, and before you're done even following that train of thought, coffee would magically start pouring into your mouth because of your need for "instant gratification". Well, that's our inevitable future. It's just a question of who can solve the technical challenges first! And whoever solves it first will become a trillionaire!
A couple of years ago I was having breakfast at one of the local taverns. The chef spent 45 minutes making me some egg and bacon. I never went back to him. In fact, I didn't even tell him I was disgruntled, I just left for never to come back again. It should have taken no more than 10 to 15 minutes to make me some eggs and bacon, and having to wait for 45 minutes was simply intolerable. In the future nobody will wait for more than 30 seconds because of the way technology is shaping our minds and expectations.
Technology is rewiring our brains resulting in expectations of instant gratification!
Provide your service as fast as possible, preferably within seconds. Respond to client queries in seconds, and answer all questions in seconds. If you do you will quadruple your revenue. If you don't, you will go bankrupt! The only solution that allows you to do this today is an AI chatbot!
And when you're done with the above, realise you probably belong to the last generation on earth with the patience required to read this article down to its conclusion - Because 50 years from now, this article will be considered "an insult to our precious time", simply because it was longer than a single word sentence, and it wasn't teleported into our minds using neuralink ... 😉
TL;TR - If you read this far you have no idea how to support your customers, because you've got too much patience. But that's OK, our chatbot technology knows how to treat your customers, and you can go back to your precious sleep, while it's working for you 😁