If you’re wondering what a chatbot is –a chatbot is a neat tool that you can use to better manage your business’s relationship with your customers. In the shortest possible explanation – a chatbot is a tool that interacts with your website visitors or customers to provide assistance via chat.
Website chatbots can be triggered by any action you determine such as:
- Opening a certain page or product
- Adding something to their cart
- The time they have spent on your website
- A message they send to the support chat
Because of the way today’s digital businesses work, a website can have many visitors that constantly ask the same questions or ask for help regarding the same issues. In this case, a chatbot can be of great help – in fact, this is the best use case for a chatbot.
More advanced chatbots use NLP (Natural Language Processing) to determine what the customer needs help with. Another option is to provide the visitor with choices of questions they can ask the chatbot.
Best of all? This is all fully customizable.
5 Reasons to use a website chatbot
Now that we’ve gone over the basic details of what a chatbot is, we can get into the benefits of using a chatbot. Bear in mind that not all businesses can reap all the benefits we provide on this list.
Take a moment to analyze exactly what your business needs and find a suitable chatbot for your website.
1. Website chatbots provide instant access to customer support
One of the most important parts of a business is the customer support – and the demand for this has been ever-increasing. Once a customer runs into an issue with your service or website, they want instant answers on how to resolve the issue.
Naturally, most companies do not have 24/7 human customer support. With a chatbot, your customers have instant access to website support – 24 hours, 7 days per week, 365 days per year.
Even if your website chatbot is not able to resolve the issue for your customers, it effectively has given enough support to your customer to retain them and prevent them from going to a different service.
2. Website chatbots turn visitors into customers
In relation to our first point – instant access to customer support – chatbots can also help you increase your sales because they reply instantly.
The average human attention span is getting shorter and shorter as technology and digital platforms grow into a larger part of our lives. It has reduced by a quarter from the year 2000 to 2015, and our attention span is currently just a little shorter than a goldfish – who are able to focus on a task or object for 9 seconds.
If a customer encounters an issue with your website or needs more information about a product before purchasing, they’ll turn to the bottom-right corner for help – which is usually where the chat icon is placed.
Humans cannot always be available 24 hours per day, and might not be able to reply instantly – however, website chatbots can process a request within a few seconds and provide an instant answer.
Since most product-related questions will be repetitive, answering them can easily be automated with time and constantly adapting the chatbot to be able to provide better answers.
3. Website chatbots help you with interactive marketing
But chatbots are useful for more than just customer website support. You’ve probably been asked questions by a chatbot before – perhaps on Facebook or another platform.
Website chatbots can also help with interactive marketing by actively engaging with leads to convert them into customers. When a business utilizes a chatbot for marketing purposes, the bot can interact with leads to provide intelligent and helpful assistance with the task.
For example, clicking a link from social media can bring your customer to a certain landing page. Once there, the chat window opens automatically and asks the customer some questions to determine which product they’re most likely to purchase.
In the example above, both the customer and the business are made happy, the business has one more customer, and the customer has a perfect product for them.
4. Website chatbots help you get to know your customers
Another useful benefit of using a chatbot is to learn more about your customers’ interests and habits. When your chatbot is communicating with a customer, responses to certain questions can be saved – making it possible to refer to them later.
This can help you learn valuable information such as:
- The kinds of products your customers are interested in
- Your customers’ shopping habits
- What motivates your customers to purchase
- How important certain metrics are about your customer base
The best thing? These questions can be integrated as part of the chatbot support process in a creative way so that your customers don’t even notice.
Ultimately, this can help you in your future marketing campaigns – and help you increase your sales.
5. Website chatbots help you reduce expenses
Chatbots come with two payment models – subscription-based and fixed payments – as with any service or software. Depending on which one you choose, your costs can differ. However, the chatbot’s cost is significantly cheaper than running a 24/7 customer website support team.
Apart from the wage costs, employing people also comes with other expenditures such as staff training, salary, and similar costs.
In a study by Chatbot Expert – it is assumed that businesses spend nearly 1.5 trillion dollars each year to service 260 billion customers – a number that is quickly growing. As per their findings, chatbots can help companies save 35% of that cost – which is not a small amount.
Chatbots are perhaps the greatest tool for scaling your business – as we’ve discussed in the paragraphs above. It’s all about being able to better help your customers and potential customers with their issues.
One can use chatbots for practically anything related to customer relations – from customer support to proactive assistance, to interactive advertisements. While a chatbot is an amazing tool – it will always depend on your specific business type, the amount of support you are currently providing, and finally the configuration of your chatbot.
If you’re not sure whether you need one, you can try one for a limited amount of time to determine whether it is helpful to your business