A Review Study on Role of Chatbot in Consumer Buying Process

A Review Study on Role of Chatbot in Consumer Buying Process

Ms. Megha Goyal, Assistant Professor, Department of Management Studies, Aravali College of Engineering and Management, Faridabad

Ms. Neha Sharma, Assistant Professor, Department of Management Studies, B.S Anangpuria Institute of Technology and Management, Faridabad

ABSTRACT

Chatbots play a pivotal role in social marketing by enhancing customer engagement and streamlining interactions. They provide instant, round-the-clock responses to customer inquiries, which significantly boosts satisfaction and retention. By personalizing conversations and delivering targeted content, chatbots help drive traffic and conversions, effectively nurturing leads and guiding them through the sales funnel. Additionally, they collect valuable data on customer preferences and behaviors, enabling businesses to refine their marketing strategies and improve overall user experience. Their ability to manage routine tasks and handle a large volume of interactions simultaneously ensures that brands remain accessible and responsive, making chatbots an indispensable tool in modern social marketing. The study focus on role chatbot on consumer buying behaviour.

KEYWORDS: Chatbot, Consumer, Information collection, Buying Decision