With the possibility to do more and more things and reach more people using technology, every year new trends arise that completely revolutionize the work of marketing professionals.

One of the major focuses of Digital Marketing today is customer support. The brands understand that the degree of customer satisfaction is directly related to turnover and as such there has been a joint effort to find new ways to offer better customer support,

In a time when more and more products are purchased online, it is imperative that companies are able to offer a more immediate customer support service.

For this reason, the use of chatbots is increasing. A chatbot is a computer program that is designed to convincingly simulate how a human would lead a conversation. For many companies, chatbots are a way to optimize customer support by increasing sales, especially in cases where there is no ability to respond to all requests for information and support.

A properly programmed chatbot can provide a response to a user without the need to dismiss an employee of the company for that task. The bot streamlines the purchase process, giving the customer much of the information needed to complete the purchase.

On the other hand, having a chatbot integrated in messaging platforms allows you to offer service 24 hours a day, which is not humanly possible. This way, you can concentrate on other tasks.

Chatbots use a process known as deep learning, a branch of machine learning, which gives them the ability to answer complex questions using not only context, but also profile information, speech patterns, and more.

From the point of view of social media marketing, there are several examples of success.

Pizza Hut uses chatbots in its social media marketing. You can now order pizza via Facebook or Twitter chat.

Another excellent example of using chatbots is the Sephora beauty product chain. The brand recently debuted two new features focused on customer support. One allows customers to make an appointment with one Sephora beauty specialist and the other helps customers make purchasing decisions.

In a time when the use of mobile devices is greater than ever, coupled with the need for users to have answers and complete actions in the immediate, chatbots can be an important tool for brands.