Chatbots for Website
Enhance Your Customer conversations with Website Chatbots

Your website is the face of your business. Consumers no longer visit a store to see products or order services; they visit websites to take action. People want to make educated purchases, get updates on their orders, and get easy, fast solutions to their issues. However, building a support team to handle this surge in customer engagement is difficult and expensive.

Enter chatbots. A chatbot for website is a chatbot that is specifically designed to engage with your webpage visitors. These chatbots can be easily deployed on your website to engage with customers and offer support 24/7. 

Businesses have realized that websites are no longer a one-way communication channel. Before chatbots, conversion rates on websites were as low as 2%. Once early adopters deployed chatbots, they saw conversion rates rise exponentially as the conversational chatbots made their websites more engaging. 

There are two different types of chatbots you can deploy on your website. One is a simple,  rule-based or answer bot which can handle common and frequently asked questions. However, the second kind - those AI-powered chatbots can offer conversational engagement, proactively reach out to visitors, guide them to a purchase decision, understand user intent, and offer precise resolutions.

How to add a chatbot to your website

Select a chatbot that works best for your business

There are two types of chatbots you can choose from - rule-based bots and AI chatbots. Rule-based bots are best for multiple-choice questions and information collection. In contrast, AI chatbots are best for real-time automated conversations based on the customer’s intent. You can choose to use a hybrid chatbot that combines the capabilities of rules-based bots and AI chatbots. 

Note: If you have built your own chatbot, you can connect it with a full-fledged live chat software solution to expand its capabilities, and use conversational APIs to enable agent-facing features.
 

Design conversations that deliver results

Set a goal for your chatbots and identify the best method to reach it. Your bots can simply answer frequently asked questions or undertake complex workflows and conversation flows that cater to your business processes. Either way, create chatbot templates that offer comprehensive solutions and the highest level of customer experience. To ensure success in the chatbot development process, understand how your visitors use your website - focus on the user experience, and you'll spend less time tinkering with your bot later.
 

Test and publish your chatbot

Once you’re done setting it up, don’t forget to test your chatbot conversations, both from a technical perspective and a user experience perspective. Once that’s done, you can take your chatbot live. 

The best AI chatbots can also be trained through Machine Learning (ML) and Natural Language Processing (NLP) systems to understand a customer’s intent, identify gaps in their workflows and if necessary, either request more information or transfer to a human agent. Come back to your chatbot regularly and fix the nooks and crannies that you might have missed out on.

10 steps to create chatbots for website

 

There are two ways of building a chatbot for your website. You can either build it from scratch or by using different chatbot templates.

To build a chatbot from scratch, follow these steps:

#1. Define your goals

Before building a chatbot for your website, you must set clear goals and understand what you want to achieve. Identify the tasks you want the chatbot to automate and know what it can and cannot do.

Here are some reasons why you might need a chatbot for your business:

Driving sales and collecting leads: The chatbot can help with booking appointments, scheduling demos, and capturing sign-ups, which can boost sales and gather potential customer information.

Enhancing your online presence: The chatbot can engage customers 24/7 when your support team is busy, which will ensure a strong online presence.

Automating customer support: By using FAQs, the chatbot can handle simple queries and transfer complex ones to live agents, providing efficient customer support.

Collecting customer feedback: The chatbot can gather feedback to improve customer satisfaction and enhance the overall experience.

By defining your goals and understanding the chatbot's capabilities, you can effectively leverage it for your business.

#2. Customize your bot profile

Customizing your bot's profile is important because it makes the bot seem more like a human and creates a friendly experience for users. When you customize the bot's personality and tone, you understand better what you want to accomplish. By choosing the right language, tone, and style, the bot can communicate with users in a way that feels more natural and easy to understand.

To customize your bot's profile:

• Log in to your bot dashboard.
• Go to the "Bot Builder" or a similar section.
• Create a new bot or edit the existing one.

Here are a few things you can customize:

• Bot name: Give your bot an internal name, such as "Sales Bot" or "Customer Service Bot.”
• Display name: Choose a name that matches the bot's personality, such as "Zara" or "Adam.”
• Tagline: Set a short description or designation for the bot.
• Avatar: Personalize the bot by selecting an avatar from a gallery or uploading a custom image.
• Omnichannel: Decide where the bot will be available, such as your website or social media.
• Bot accuracy levels: Adjust how accurately the bot matches queries.
• Priority: Determine the order of communication between the bot and human agents.

Customizing these aspects can make your bot more tailored to your business and provide a better user experience.

#3. Choose the triggers for your chatbot

Chatbots can start conversations based on triggers you set. You decide when the bot chats with customers.

There are different triggers you can choose from:

• All visitors: The bot talks to everyone who visits your website.
• New visitors: The bot chats with people who are visiting your website for the first time. It welcomes them and asks how it can help.
• Returning visitors: The bot recognizes people who have been to your website before. It greets them and offers assistance.

#4. Build your bot flow

Creating a conversational flow helps you organize your chatbot's responses clearly and effectively. Nodes represent different parts of the conversation, like greetings or product information. Actions are the specific interactions the chatbot can have with users, such as displaying text, images, or videos. You can customize the flow based on your business needs and test it before launching it on your website.

#5. Create intent sample

You should create an intent sample to help your chatbot understand why users send messages. In chatbots, intents refer to the user's purpose or intention.

Every message the chatbot receives has a specific intention behind it. By creating an intent sample, you provide the bot with examples tcovering different reasonscustomers reach out. This allows the chatbot to use AI trends and machine learning to recognize user intent accurately.

Here's how to create an intent sample:

• Create new sections: Add new sections to your chatbot to create the intent sample.
• Enter example queries: Write down example queries that have the same meaning and represent various intentions of the customers.
• Build a list: After entering the example queries, a list will pop up. The chatbot uses this list to handle customer conversations effectively and understand their intentions better.

#6. Develop the bot’s sentiment analysis feature

Sentiment analysis is a chatbot feature that helps understand customer emotions from text or voice data. It analyzes thoughts, opinions, and sentiments, enabling the bot to adapt its responses through algorithms accordingly.

Here's how to use the chatbot sentiment analysis feature:

• Configure your chatbot to recognize and respond to offensive or negative words and emojis.

• Add a range of offensive words and emojis for the bot to identify user sentiments during conversations. If needed, the bot can transfer the conversation to a human agent.

By leveraging sentiment analysis, chatbots can better analyze and respond to customer emotions, and follow up, enhancing the overall user experience.

#7. Configure a synonym for your bot

To help your chatbot understand different variations of text and respond better to users, you can use a feature called "synonym."

When you configure synonyms in the bot builder, you're essentially creating a chatbot design that can understand user queries more effectively. This helps the bot match the queries with the relevant knowledge base, leading to improved responses.

#8. Define the fallback scenario

Bots can't always understand human queries perfectly. There will be times when your bot fails to give a proper response.

To handle these situations, you need to prepare your bot for cases where it can't understand the user's input. This is where defining fallback scenarios comes in.

Fallback interaction is a default response that appears when the bot doesn't understand the user's message.

Here's how to define the fallback scenario:

• Fallback message: Customize a message for when the bot can't understand user requests.
• Triggering fallback: Set the number of unknown queries that trigger the fallback option.
• Repeated queries: Define how many times the same query will be repeated before triggering the fallback.
• Fallback options: Choose whether the bot should show a fallback message or connect with a human agent.

By defining fallback scenarios, you help your bot handle situations where it struggles to understand, improving the user experience.

#9. Add FAQs

To make sure your bot knows about your business, products, and services, you should create FAQs and train the bot to give accurate responses based on user intent.

Here's how to create FAQs for your bot:

• Enter your question: Write down the question and include different possible answers to help the bot understand different scenarios.
• Enter the response: Provide the right answer for each question or user intention. It can be a simple text message or a specific action within the bot builder.

#10. Train your bot

To make sure your bot handles queries well, you need to train it to communicate effectively with users. Export the training data, make any necessary changes, and import it back to improve the bot's performance.

Congratulations on creating your website's chatbot! You can easily access and manage it whenever you want.

What are the different functions of AI chatbots for websites?

Chatbots offer a plethora of creative solutions. No matter which customer-facing team is looking to automate a process, there is a chatbot use-case for them. Sales teams can use chatbots for lead generation, Marketers can use chatbots on landing pages, and support teams can alleviate the load of high volume tickets. Here are some chatbot examples that you can implement right away.

Why do you need a website bot?

Website chatbots are interactive interfaces that engage with users who visit a website or application. Instead of interacting with a live person, chatbot software can handle online conversations. Businesses use them in messaging apps to engage with visitors. They simulate human-like conversations and can communicate through text or speech.

A website chatbot is essential for your business for several reasons. Here's why you should consider using one:

• Personalized brand experience: Chatbots on your website create a friendly and interactive connection with your visitors. You can customize the chatbot's personality to leave a lasting impression on your visitors.
• Instant availability: Customers expect quick responses to their queries. With a chatbot, you can be available to answer their questions instantly. Chatbots can handle multiple conversations at the same time, ensuring your visitors get timely responses.
• Increased revenue: Chatbots help streamline the customer journey by providing prompt and accurate information. This improves the chances of visitors completing their desired actions, leading to increased sales and revenue for your business.
• Insights into customer behavior: Chatbots not only interact with visitors but also gather valuable data about their interactions. By analyzing this data, you can gain insights into customer preferences and behavior, allowing you to refine your business strategies and improve the customer experience.

By implementing a website chatbot, you can enhance customer satisfaction, boost conversions, and gain valuable insights to drive your business forward.

• Freshchat chatbots are powered by artificial intelligence, machine learning, and natural language processing (NLP) to offer real-time engagement and faster resolutions to customers.

• Freshchat bots are multi-lingual and can offer support in over 35 global languages. 

• The conversational language that Freshchat allows helps boost customer engagement by responding with small talk instead of following scripted robotic answers. 

• You can easily connect Freshchat bots with popular messaging channels, including WhatsApp, Apple Business Chat, Facebook Messenger, Google Business Messages, and more. 

• Freshchat bots can also be set up to seamlessly hand over chats to human agents at the right time, so customers don’t get stuck in an endless chatbot loop. 

• You can also easily connect our chatbots with our native help desk and CRM products - Freshdesk and Freshsales, to enhance your support and sales offering. Furthermore, you will also have access to over 1000 apps in the Freshworks Marketplace to seamlessly manage your tech stack or boost your service strategy.

• The chatbot widget is completely customizable to reflect the look and feel of your brand.  

• You can get data-driven insights on your bot performance and optimize it for higher efficiency.