They’ll find chatbots to be very helpful and won’t think twice when visiting your site again. They’ll perceive your brand to be very proactive and robust.
Chatbots are friendly, willing to answer an endless list of questions
Chatbots are designed to answer brand/purchase-related questions. Typically, these questions pertain to product details, payment rates, shipping rules, return policies, etc. According to studies, 35% of chatbot users exclusively use chatbots to find answers to every product/service/brand-related question they have.
Often, site visitors tend to ask multiple questions about the brand/product. These questions might, at times, become very irritating to a human customer service staff person. Such instances can lead to poor customer service and attrition.
But chatbots don’t suffer from a shortage of patience. They are a technology that has been expressly created to be at a site visitor’s beck and call. When they’re programmed to give prompt responses and clear explanations, chatbots can be one of the best visitor engagement tools.
Chatbots can mimic human speech & action through conversational integration
Conversational integrations have revolutionized the way chatbots affect the site visitor experience.
For a long while, chatbots still sounded very robotic. But now, with Neuro-linguistic programming enabled chatbots, you can recreate natural-sounding conversations that prospects will enjoy.
These chatbots use machine learning to make sense of how site visitors use specific words and phrases. They also track the most common questions that visitors ask. By merging this data together, chatbots can create conversations that sound very human. The way chatbots respond to your query, how dynamically they change their tone, how quickly they guide you to the options you seek, and how smartly they initiate/process complaint tickets, make them much more efficient than humans. All of this improves the site visitor experience.
Chatbots can nudge visitors towards products/services/pages that they’ll appreciate
When prospects visit a site they’ve never been to before, they often choose to engage with a chatbot first to collect information about the brand. This makes chatbots a great tool for collecting visitor information.
Chatbots collect the details that customers type or the options they select during the interaction. The bots use this data to direct visitors to pages or products, which the visitors may enjoy. This data is collated and each time a prospect visits the site, the AI & ML-enabled chatbots use this information to provide a more personalized experience than the last time.
Another way chatbots help is by collecting data on customer sentiment. As discussed in the previous section, today’s chatbot technology is NLP-enabled. This allows them to identify positive and negative sentiments in the way visitors use specific words or phrases. This data can then be used by brands to change specific elements of the website (such as design, content, or navigation), which will make the user experience tremendously better.
Chatbots reduce the time customers need to spend seeking customer support
Numerous studies have shown that prospects are willing to devote only 2 minutes when they’re waiting for the customer service team to respond to their call.
But here’s something shocking – on average, it takes companies around 12 hours 10 minutes to respond to a site visitor’s ticket or email. On phone, it can take upwards of 5 minutes before a prospect’s call connects to the customer support executive. Both of these are too long. Research indicates that 34% of prospects who call the brand hang up before they reach the customer service team, and they never call back or engage with the brand again.
These issues can be reduced, maybe even fully prevented, when you use chatbots.
Chatbots provide instantaneous solutions. Many chatbots automatically pop-up on the website within 1-2 seconds of the visitor logging in. They actively solicit interactions from the visitor, prompting them with questions they might want answered. Chatbots quickly provide solutions to queries visitors ask. They direct them to relevant pages. They even connect the visitor to a live chat executive, if it’s required.
All of this can make the visitor feel valued and cared for.
Chatbots are synced with other applications, which make brand-customer interactions more seamless
Some chatbots are synced with other applications and allow the user to implement various actions across apps.
Take the Lyft chatbot, for example. This ride-ordering chatbot can be activated using the Slack app. The Lyft chatbot collects your current address and drop location details from the Slack chatbot. It then transfers these details to the relevant drivers and returns a ride confirmation and tracking message to the user’s slack app.
This type of inter-app or inter-bot synergy makes the user experience incredibly seamless and comfortable. As site visitors find it easier to use the brand’s service using chatbots, they stop considering competitors’ services.
Chatbots humanize your website
Chatbots can infuse a lot of humanity into your website. Without them, your site may be a static page with content, images, and product listings. It may be colorful and informative, but it may still appear lifeless. In today’s world, where people want websites to be interactive and dynamic, the absence of a chatbot can feel alien to the visitor. There’s a very high chance that the visitor may perceive your site (and, by extension, your brand) to be impersonal and stop engaging with you permanently.
By integrating chatbots into your website, you add a human-like element to the site. This makes brand-visitor interactions fun and enriching.