Find out the benefits of integrating an AI chatbot with your website. The chat functionality will benefit both you and your customers.
Gone are the days when customers looked for answers to their questions in knowledge centers and FAQs. With the advent of artificial intelligence, the user experience of getting answers to common questions has come a long way.
But in order for customers to use this quick and easy resource, you need to include it on your site and offer the chatbot a knowledge base from which it can draw information. Learn more about how offering a personalized experience on your site can help direct users to the information they need to help them make a purchase or increase their satisfaction with your organization through superior customer service.
Benefits of AI Chatbots for Customers
When considering whether an on-site chatbot is worth the time and cost of implementation, learn about the benefits your customers will receive.
1. 24/7 CUSTOMER SERVICE
Many companies are not large enough to afford 24/7 customer support. However, customers can come to your website looking for answers at any time of the day.
Instead of adding something to their to-do list when you reopen the site, they can chat with the bot, get answers, and continue working at their convenience.
2. PERSONALIZED WEBSITE EXPERIENCE
The first step when interacting with a chatbot is usually for the user to provide their contact information. This makes them known users and allows you to tailor their experience from there.
Integrate your AI chatbot with your CRM or marketing automation program to get the most out of the technology. Then consider personalizing the customer experience in these ways.
Messages tailored to the buyer’s journey
Relevant product or service offers based on preferences or demographics
Allowing shoppers to ask questions during checkout to reduce cart abandonment.
Update order status without having to enter order details.
3. MULTILINGUAL SUPPORT
Hiring customer service representatives who speak all languages is no easy task. You can, of course, hire employees who speak the most popular languages in the regions where you operate, but most likely you will still not be able to support several clients due to the language barrier.
AI chatbots can be multilingual, allowing them to understand and interact with people from different countries. This will help you provide support like never before.
4. SELF-SERVICE OPTIONS
Customers want to do simple tasks themselves. They may be looking for product information or submitting a service request. Regardless of the task, they do not want to interact with other people to complete it.
Chatbots can help reduce friction between you and your customers by directing them to the information they need.
5. PROACTIVE NOTIFICATIONS AND SUPPORT
Based on the behavior of users on the site, you may suspect that the client has encountered a problem or is wondering whether to take a particular action on your site or not. Chatbots can monitor user activity and activate to offer recommendations when they encounter certain behaviors.
For example, when a known user visits a site, a chatbot can alert them to changes in product availability since their last visit. Or, if they seem stuck on a certain page of the checkout process, a bot can activate them and help them through the process.
6. SUPPORT THROUGH VARIOUS CHANNELS
Customers may not want to stay on your site to receive support. They may need to receive it through social networks, email, phone or instant messengers. And because technology has evolved so much, they also expect to be able to have the same support capabilities across different platforms and channels.
Using the same chatbot, your organization can integrate it into various communication channels to communicate with your customers how and when they want to interact with you.
Benefits of using a chatbot for business
It’s not just customers who benefit when a company uses a chatbot. Businesses also receive many benefits.
1. MACHINE LEARNING
As your chatbot interacts with customers, it learns and improves its interactions. It also creates a log that your support team can review to help improve your customer support and education.
Modern bots can even understand emotions in ways we could only imagine years ago. This means they understand the nuances of language to tailor their interactions to the client.
2. FEEDBACK FROM CLIENTS AFTER CHAT SESSIONS
Ending a chat session with a few quick questions can provide your team with more insight into customer satisfaction and areas where you can improve. You can limit yourself to one survey question so as not to overwhelm the user. Just ask for a star rating on the quality of your support experience.
You can even allow your chatbot to offer incentives for completing a survey, such as a discount code or special offer. Thus, the client is motivated to share his thoughts so that you know as much as possible about your clients.
3. REDUCE THE BURDEN ON SUPPORT STAFF
You can work with a leaner customer service team or let them focus on continuous improvement since you’ll have fewer requests. Chatbots can perform repetitive tasks and answer simple questions to reduce the number of queries. And you’re not the only one who benefits. The client also quickly receives answers to his questions.
Some tasks you can assign to a chatbot:
Order status queries
Product details
Returns and Refunds Information
Help with payment issues
Offering a way for customers to share feedback
Information from a self-service knowledge base
4. GREATER CUSTOMER ENGAGEMENT
Customers are more likely to share their thoughts or grievances with your organization if the path to doing so is simple. They may not reach out for minor requests or open a minor ticket because of the time and thought it requires. But a chatbot can remove these barriers.
Now you’ll be interacting more with your customers at a time when you didn’t even know they needed you. This little chat popup can do wonders in directing you to the information you need.
5. INCREASE SALES
Since chatbots reduce bounce and cart abandonment rates and suggest related products and services, they help increase sales and attract website visitors. Depending on how you configure your chatbot, it can also guide customers through the purchasing process, even across different website visits.
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Integrating a chatbot into your website
Now that you know about the incredible benefits you and your customers can get with a chatbot, you’re ready to start looking at how to integrate one into your website. Follow these steps for best results.
1. DETERMINE WHY YOU ARE ADDING A CHATBOT
What purpose does a chatbot serve? Think about your audience and their needs. Then you’ll know what features you want the chatbot to offer so you can choose the right provider for you and your customers.
2. SELECT A CHATBOT PROVIDER
When choosing a chatbot, you will find that there are many options on the market today. The best option is one that has both AI functionality and live chat capabilities so that the AI can transfer the conversation to a real person when needed.
You’ll also want to look for an option that seamlessly connects to a knowledge base so you can import FAQs and other data.
3. TRAIN YOUR BOT ON CONVERSATION FLOWS
You control the sweet messages the bot sends to start conversations and gain insight into the user’s intent. You can help your bot understand context based on your products and services by developing conversation flows.
Over time, your knowledge base will grow based on your bot’s conversations, but you will need to help it get started.
4. TESTING YOUR CHATBOT
Before you add a bot to your site and invite customers to interact with it, you need to test it thoroughly. Ask him a variety of questions and see how he does. This way, you’ll ensure that it doesn’t leave customers frustrated by not fully understanding what they’re looking for or trying to do.
5. LAUNCHING AND MONITORING YOUR BOT
Once you have ensured that the chatbot is ready to interact with customers, you can launch it and let it begin interacting with your customers. Review all the channels it integrates with and make sure you optimize its use by setting up connections correctly. Then monitor the results and continue to train and program your bot based on what you see and learn.
Website Strategy Development
Offering AI bot interaction is just a small part of your overall website strategy. You should have a plan for handling lead generation, sales, known visitors, maintaining interest, and more through your website. The team of digital marketing experts at Eye Advertising and Technology Services can help you make the most of your online presence. Schedule a free consultation now to learn how your website can become an engine for sales and customer service.
