If you’ve ever been on a website and had a chat window pop up, you’ve encountered a chatbot. A chatbot is a type of software that uses artificial intelligence to have conversations with people and help them find what they need on a website.
Chatbots are an easy way to engage people on your website and improve their experience, which may help increase conversions. The best part is that once chatbot software is implemented, you don’t have to be available around the clock to answer questions or encourage people to take the next step—the chatbot does this for you.
But is a chatbot a good addition to your website? Here are a few considerations when deciding whether to add a chatbot.
Chatbots Allow You to Accommodate Customers 24/7
If you have a smaller team and limited resources, a chatbot may be a good addition to your website because it can assist customers without your team members getting involved in most cases.
And, although they are an investment, you don’t have to pay them to be available 24/7.
Chatbots also help customers who may have redundant questions or are looking for information that’s readily available on your website. Since the majority of online searches start with an informational search, being able to have a direct conversation with a website visitor, helping them to find answers, helps them along the path of potentially converting into a customer or sale. So a chatbot can help customers quickly find what they need without bogging down your sales team with unnecessary or time-consuming requests for help or information.
The software can also improve customer experience, as it allows people to get the information they need without looking through your FAQs or support pages.
However, a chatbot can also redirect a potential customer to a real person when needed, especially for complex support questions or when they need to book a call with one of your team members.
Deliver a Positive First Impression to Web Visitors – “Have a Question? We are Here to Help”
Customers expect chatbots on most websites today to simplify their buying experience or to book a call with your team. A chatbot can help deliver a positive first impression to your visitors and direct them to the information or products they need, which can build trust with potential customers.
If you want to make a positive first impression and remove obstacles to visitors taking the next step, a chatbot may be a good addition to your website. Although bots are limited in the individualized experience they can provide to each person, they offer a more personalized experience than a website without a chatbot.
A chatbot allows you to enhance user experience and prioritize customers in a way you wouldn’t otherwise be able to do when someone first lands on your website.
When a Chatbot May Not Be the Right Choice
Like any other technology, chatbots are not without their flaws. They can misinterpret information and misdirect people, resulting in a frustrating experience for potential customers or clients.
As such, having the time and resources to properly develop, implement, and maintain a chatbot is instrumental to its success.
Chatbots may also not be the right choice if you can only afford a rule-based, simple chatbot as opposed to an advanced chatbot that uses AI, particularly if your business has more dynamic customer support issues or works with customers from all over the world, where the bot may not be able to understand nuances in language.
The same is true for businesses or individuals who work with people in high-conflict settings, as the bot cannot properly identify people who are angry or upset and may need additional support. Forgoing a chatbot or having a chatbot that directs people to a live team member may be more appropriate in such cases.
Is a Chatbot Right for Your Website?
When designed and implemented appropriately, chatbots can help your company better engage with customers and even encourage them to take the next step, whether making a purchase or booking a call. So is a chatbot right for your website? Find out more by contacting Gazz Consulting today.