Three Main Benefits of Chatbots
What exactly are chatbots? They’re these neat little programs, artificial intelligence or AI, that allow for conversation with your site visitors. Chatbots provide many benefits. Many help with customer satisfaction and increase sales conversion. Let’s take a look at the top three benefits of chatbots.
Always on Call
It’s no surprise that chatbots are so popular. Customers like to have access to businesses 24/7. Also, consumers would rather businesses send them a message via a messaging service instead of receiving email. Nearly half of consumers, 49.4%, would rather be messaged than to speak to businesses on the phone. They love the convenience and speed that messaging offers.
Not only do customers love the convenience of chatbots, but so do customer service representatives (CSR). The bot will allow for a human CSR to be available and buy some time while they finish assisting another customer. By engaging with and increasing the time the customer is on your site, chatbots will decrease the risk of losing your visitor to another site with quicker engagement.
Reduce Support Time
Not only is the chatbot always on call, but it can save you valuable support time. Instead of you having to respond to every message of “Hi!” from every visitor that messages you, the bot can exchange those pleasantries for you. A bot can be trained to answer the most common support questions, saving your support team time and money. Do you have a Facebook page for your business? A bot can automatically reply and engage with fans from your page. With trigger words, your bot will be able to comment with relative information and save you time.
Monitor Purchasing Patterns
By tracking purchasing patterns and monitoring them, chatbots offer valuable marketing information. They give your marketing team information on which products need more marketing attention or which products may need to be revamped and relaunched. Chatbots can offer the customer better products or services based on tracked responses to common questions. They can upsell or direct a customer to a different product thereby increasing your sales.
Tips for Creating an Effective Chatbot
Are you ready to create your chatbot? Following some basic rules will help make your chatbot become successful and avoid frustration for your users. Here’s some tips to get you started.
The Feel of Real
Chances are, you’ve interacted with a chatbot at some point. If the bot used natural language, you may not have realized it. In the introduction, your chatbot should be able to gain and continue using your customers first or last name. Bots that are impersonal come off as rude. Also, consumers need to feel like they are speaking to a real person while on your site. You don’t want your customer that’s contacting you about a complaint to get a canned message of “Thank you for your comment” or “I couldn’t find the answer to your question.” You want your bot to be welcoming and friendly. Customers are much more satisfied with answers like “That’s a great question. I will ask my colleague and get back to you in a minute.” Your bot should be able to zone in on the problem and offer a remedy, such as product replacement.
Pinpoint Common Problems
Identifying your customers’ common problems will help you create a more satisfying chatbot experience. Comb through the mounds of data you already have from customer service representatives and feedback from customers. There you will find your starting point. Give your customer options to choose from when possible.
If you’re offering a chatbot through Facebook Messenger, for example, instead of just saying “Hi, Jim. How can I help you?” and having the customer reply, you can direct the customer with options to tap on, like this example. Having the option to tap answers as well as type them allows for an easier user experience.
Don’t just use your chatbot to retain your customers in the event of a problem. Bots can be used to upsell. If you’re a travel agency, your customer may have just booked a flight through your bot. Your bot can then offer the option to arrange a hotel room stay or a rental car for their destination. Another way that chatbots can upsell are to offer a “customers frequently purchased these items together” option.
Use Tech to Your Advantage
Just as there are many platforms to use a chatbot, there are as many tools to help create one. Large companies like Google (api.ai) and Microsoft (the Bot Framework) have created tools to allow developers the ability to create bots across multiple platforms.
Still concerned you can’t create your own bot. Try QnAMaker.ai , which takes your FAQ and creates a chatbot without having to code. Or look at ChatFuel, which allows users to create a Facebook Messenger bot. ChatFuel also provides a Telegram platform to make bots capable of informing people of news and allows users to ask questions about items or people in the news. With ChatFuel, developers have created over 120,000 bots of these Telegram bots reaching over 5 million people.
Even though chatbots have many advantages, they should be used sparingly. Only use a bot where it will benefit both your customer and your business. A real person should be available at least some of the time. Using both real time representatives and chatbots allow for greater marketing potential, and can help boost your conversion rates across your website & sales funnels.