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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. In order to meet these customer requirements, you need AI.
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. Businesses have come to realize that websites were no longer a one-way channel of communication. But how do you find the right one for your needs?
50% of website visitors are likely to engage after receiving just one response via chat. For your team to manually respond to every visitor is time-intensive, requires high effort, and often creates a bottleneck of unanswered conversations. Chatbots remove this bottleneck entirely by auto-responding to every user who reaches out through chat and guiding them closer to a purchase decision.
The majority of queries that come in on your website are most likely to be repetitive questions. For example, if you run a store, the most common question you could get is, ‘what are the timings of your store?’. If you are a medical practitioner, you are likely to get questions about scheduling appointments. With the help of a chatbot on your website, you can transfer the responsibility of answering routine questions to your bot.
Chatbots can also gather data from their interactions with website visitors, which you can use to improve your messaging strategy. For instance, if you want to offer a discount specifically to high-quality leads, the chatbot can collect information such as time spent on the conversation, page navigations, conversation history, or other lead-scoring criteria to qualify the lead. Based on this information, you can decide whether the lead is qualified for the discount, and even set up automatic triggers to offer the discount to qualified leads, with zero manual effort.
A study records that nearly 75% of customers preferred making purchases in their non-English, native language sites, indicating that your global audiences will be more responsive if you can interact in more than one language. Chatbots can be created to automatically recognize and respond in common international languages.
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.
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 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.
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 and Natural Language Processing 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, or .
Come back to your chatbot regularly and fix the nooks and crannies that you might have missed out on.
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.
Selecting the right chatbot for your website can be difficult, but it is critical to find the one that will set you up for success. Here are some questions to ask your chatbot provider to ensure you get the best chatbot for your website.
The chatbot software should be able to handle all the use cases you need it to - whether that is in customer engagement or customer service. If you are looking for a conversational chatbot, pick one that is built on AI so that queries can be resolved within the widget itself, and not merely redirected to an FAQ page. This will increase the resolution rate and reduce the dependence on live agents.
Chatbots should help your visitors find what they are looking for. While two people might ask the same question in two different ways, chatbots that have Natural Language Processing (NLP) will be able to make sense of problems, no matter the phrasing, to provide exact resolutions.
Chatbots that use ML learn from your knowledge base - the more information it is given, the more accurate the answers will be. When your chatbot fails to answer a question, it should notify you to train it to cover informational gaps.
By identifying the visitor's intent based on their activity, the chatbot should target them with the right messaging. For instance, visitors looking to purchase from the pricing page should trigger offers to encourage conversions.
Siloed conversations affect your customer service goals. To avoid this, your chatbot should integrate with platforms to provide end-to-end service solutions. This way, information is always handy when resolving queries.
Chatbots are most effective when they integrate with the tools you use daily. This could be mobile apps such as WhatsApp or Facebook Messenger or it could be your blog site like WordPress. If you are an e-commerce site and use tools that you can integrate with your chatbot to display products right within the chat.
Your search for a website chatbot ends here. Freshdesk Messaging's AI chatbots are for scaling businesses that want to leverage high-quality website visitors. If you are looking for a chatbot that understands human intent with a highly customized, code-free chatbot builder, get started with Freshdesk Messaging for free today.
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