After successfully onboarding a chatbot to your website or on any popular messaging channel, the next big question arrives is how you would inform your customers to use it or how you would attract new leads directly to your chatbot? Here are some ways which is able to guarantee that your chatbots are used upto their full utility:
MAKING YOUR CHATBOT THE FOREMOST POINT OF CONTACT ON YOUR SITE
2020’s Microsoft’s State of worldwide Customer Service Report gave insights like 68% of shoppers increased their online shopping during the pandemic and 68% arrange to shop the identical rate or more post-pandemic. Also 66% customers expect personalized experiences over messaging platforms. What a golden opportunity aside from this! When self-service or personalized services are at stake, your chatbot can easily facilitate you win the numbers. A chatbot helps your customer service team increase the primary contact resolution rate, decrease the common interval and therefore the number of missed chats. This makes your chatbot a full-time employee. Let your customers bear your chatbot before contacting your human service agents. this fashion your frontline bot is delegated with all the commonly asked questions and services and loop them and makes itself smarter when it’s a conversion with the purchasers. It’s your secret weapon that permits you and your team to juggle between daily workload and concentrate on the more complex and sensitive issues more efficiently.
This all said and done but the way to make this work?? the solution is kind of simple. By making your chatbot the sole source of communication, this may be achieved. this implies to switch all contact forms by this automated employee. This doesn’t indicate you to stop working other services but to merely shift them out of an easily accessible location. this can guide the user to create first contact with the chatbot. And finally, if the purchasers have unanswered queries, then they have to incline the choice to contact an individual’s agent in their preferred mode: via phone, email or live chat. A healthy balance of both ensures a frictionless service experience. For this, use the native integration between your chatbot and your CRM system, which may be done through some clicks via API connection. One utmost important thing to grasp is that the grail of the chatbot isn’t to shield off the user from the customer service team completely, but to help both of them by acting as a primary contact point.
BALANCING THE CHATBOT’S VISIBILITY ON YOUR WEBSITE
Imagine this: A customer opens your website and instantly he/she faces the chatbot window which nags and pesters them with questions although they merely want to test the positioning within which and have a conversation when needed. Your bot’s omnipresence shouldn’t annoy your customers but provide a clear signal saying, “Hi, I’m here – just in case you wish me.” Until the customer chooses to have interaction, however, the chatbot should belt up, but not silent. It’s all about balance.
Forbes 2019 stats showed that Customers are likely to spend 140% more after a positive experience than customers who report negative experiences. This combined with the opposite phenomenon: 96% of the respondents of the Microsoft study mentioned earlier, alludes customer service as important in their choice of and loyalty to a brand. These all add up to satisfied customers increasing the annual revenue.
Technically, there are some small wheels you’ll address make the looks of your chatbot as pleasing as possible to the users and build an agreeable service experience. In general, your chatbot should be accessible from every page on your website by implementing a little beacon, e.g., within the lower right corner. By clicking on the beacon, a talk window pops open and therefore the user has the choice to interact with the chatbot. you’ve got as an example the choice to delay the looks of the beacon, so only users who have already spent it slow on your website are ready to interact with it. Following these guidelines ensures your users will communicate your chatbot for help without feeling pushed to try and do so.
EVERY COMMUNICATIVE CHANNEL SHOULD BE IMPLEMENTED WITH YOUR CHATBOT
All communicative channels shouldn’t only include websites or in some cases mobile apps but also messaging platforms like WhatsApp, Facebook, etc. of these sites employed by the shoppers should be integrated along with your chatbot.
The goal here is, on one hand, to lift more awareness on the chatbot itself and educate your customers to use it, and on the opposite hand, to administer an identical appearance of your customer service across all of your channels. It also sets the chances pretty low that your users won’t miss out on your lovely new chatbot colleague.
IVR (Interactive voice response) and automatic response emails can come to your rescue here by suggesting them the choice to speak it out together with your chatbot for immediate response, while they await a reply. Highlighting the good thing about a faster response can potentially drive more users to your chatbot.
Integrating a chatbot isn’t any good without driving the purchasers within the right direction to create the foremost out of your new buddy. You’ll be able to ensure happy customers and a good service experience by:
1) A stronger user channel should be implemented
2) Sweet spot(s) should be reserved for the positioning your chatbots
3) Grow the functioning of your chatbots using automated responses via emails and check out to drive traffic from comments.
Here at Kevit, we not only help in building a chatbot for your business but also help plan a solid chatbot marketing game plan. Know about this and more by getting in touch with us via firstname.lastname@example.org or you can visit us on www.kevit.io.