Technology continues to develop at an astonishing pace, helping businesses progress, develop and thrive. One area of focus currently attracting a lot of attention is the use of artificial intelligence or AI. AI is having a massive impact on business by not only cutting down on admin workload, but also allowing companies of all sizes to achieve a level of customer service to rival larger organisations. Cue the website chatbot!
So What is Website Chatbot …
… we hear you ask. A chatbot is an AI software programme that basically simulates having a conversation with another human being. The chances are, if you have gone onto a website and used their live talk or chat service to find information, you have engaged with a chatbot. It is usually a pop up window of speech bubble on the bottom right hand corner of a website screen that will ask you if you would like to engage.
The AI software which currently being developed is becoming so advanced that it can be difficult to know whether you are talking to a real person or an actual robot!
How Website Chatbots Work
Chatbots, or at least the software which makes them work, have actually been around for a long time. It’s only in recent years, however, that they have reached their current level of sophistication.
Let’s say you go onto a retail website and want to find a particular product. Usually, you would click into a search panel and type in what you need or select it from a group of menus. If there is a chatbot on the website you can ask questions and get immediate answers, refine your decision on what you want to buy and get more information.
The website chatbot will be programmed to understand your intent and respond appropriately with relevant answers. The more sophisticated the software, the more likely you are to get the answers you are looking for.
Perhaps there are some complexities and issues regarding your product or service that you know you are always going to have to answers questions on. Your website is open 24/7 but you and your office isn’t. If you have chatbot software loaded to answer the main queries, it not only reduces the amount of time you will need to spend answering emails and telephone calls, but also reduce the cost in time (and potentially staff) to your business. At the same time, your customers get instant answers and responses – we all like happy customers!
Many consumers now accept chatbots as a standard part of the online world. They don’t mind (or know) if they are talking to a computer as long as they get the answers they are looking for, and get them immediately. A recent survey by Drift showed that:
- 64% respondents saw a 24/7 service as an important reason for chatbots
- 75% expected to get an instant response
While baby boomers might be a little reticent about chatbots, younger generations such as millennials are far more welcoming. According to the research, 40% of us don’t care if we are talking to a bot or a real person. For customers it’s all about getting service on demand and any queries answered quickly and effectively.
The Real Benefits of Website Chatbots
So, if you are going to invest in a website chatbot, you want to know what the real benefits are for your business. From improved customer service to lower costs and better lead generation, there’s certainly a lot to take advantage of:
1. Improved Customer Service
The modern customer is more discerning and demanding. If they have a question to be answered, they want it answered now.
Chatbots allow you to provide immediate engagement and give immediate answers to questions. That not only saves time for your customers and keeps them satisfied, it also streamlines your business while improving the potential for a conversion.
2. Your Business is Always Available
Catching customers at just the right time when they are looking and ready to buy, hire your services or need support is key. Chatbots basically ensure that your business is open 24/7, 365 days a year and available to answer the most important queries, take a quote request, or encourage a sale.
3. Customer Satisfaction
With effect website chatbot software setup you should expect increased customer satisfaction and engagement. There’s nothing worse from a customer point of view than to have to wait for a response or not get accurate information when they want it. If you can remedy these frustrations, your customers are likely to stay loyal and engage more often. It definitely gives you an advantage over your competitor who is not immediately customer responsive!
4. Chatbot Personality
The sophistication of chatbots means that they can be tailored to reflect your business personality and create an emotional connection with present and future customers. Responses can be tailored so that individuals feel they are talking to a real person and this will help your business create a stronger rapport. Not only that, chatbot software can expand, learn (yes really!) and develop over time.
5. Customers Prefer Chat
It’s easier and faster to use a chat or messaging service to get answers than sending an email or picking up the phone. Consumers are now becoming used to seeing chatbot software on websites or on social media and have no reservations about using them. As the survey above highlighted, 75% of customers expected to get an instant response
6. Business Perception
Consumers love to do business with companies that are constantly looking at new and innovative ways to keep them happy. While your competitors are still using a search box or menu to guide consumers to their desired solution, you’ll certainly be identified as modern, cutting edge and more effective business if you provide a chatbot.
7. Better Lead Generation
If you are responding immediately to your customer’s needs, it stands to reason that you are going to generate a lot more leads than if they have to wait for your support team to get back to them. Buying decisions are often time sensitive so an immediate response to any queries can only stand in your favour!
8. Cost Saving
As all business owners know – time is money! Spending less time answering calls and emails will free you up to focus on other important tasks. There is also the potential to spend less on employing customer care staff to answer queries and deal with calls. In addition you won’t have the need for out of hours staff to be on hand 24/7.
Redefining how you support customers who visit your website by introducing a chatbot can make a huge difference to the operation of your business. According to Gartner, by 2020 25% of customer support facilities will use at least some form of virtual helper or chatbot – we suggest you don’t wait any longer!
Woya is a digital marketing agency providing amazing online marketing packages across the UK. We can assist companies of all sizes, anywhere, promote themselves online. Our fixed price packages are straightforward and yield results! We can add chatbot functionality to your business website for as little as £100/month!