Chatbots can answer 80% of a consumer’s standard questions. While saving time and resources, they can be a great way to streamline your customer service and get questions answered seamlessly. 

Why Chatbots Are Worth It

Chatbots are a way to be available to your consumers 24/7. They offer quick answers any time of day, and they can help free up your time by taking care of simple questions. Having an option on your website for consumers to have a conversation with your chat can allow you to focus more on big picture things in your business. 

This saved time can reduce business costs majorly. In fact, it’s estimated that by 2022, $8 billion can be cut from business costs from the use of chatbots. This is money that can be used on other critical aspects of your brand to take it to the next level. 

Not only are chatbots great for your brand, but they also are great for your consumers. 69% of consumers prefer using a chat compared to contacting a person due to their quick responses and simplicity. 

Incorporating Chatbots into Your Website

Depending on how your website is built, integrating a chatbot is usually pretty easy. There are multiple bot builders and tutorials available if you aren’t sure where to start. 

Outside of the logistics, we have compiled a few things that can help make your chatbot successful and placed them below.

• Determine your business objectives. 

What is the goal of your chatbot? This may vary from brand to brand. For some, the goal is to simply provide answers. For others, the chat is there to drive sales by booking appointments. Determine why you’re using this tool before making it available to consumers.

• Give your chatbot a personality.

This makes the consumer experience feel more personal. While this tool is essentially a robot talking, the consumer can feel more like they are talking to you if the chatbot has a personality. Make sure that this personality matches your brand’s voice to keep things consistent. 

• Update it regularly.

If you discover a new common question from consumers, it’s smart to add this to your bot’s knowledge. Additionally, if your brand evolves, update your chatbot to show these changes. An out-of-date chatbot can give your consumers misinformation or add to their confusion.

Gather Insights

Like with any new system or marketing tool, it’s important to track consumers are using your chat. Key insights can give you a better idea of if the chatbot is working, what needs to be improved and a picture of who is using it. Here is a list of KPIs you may want to track.

If you don’t already have a chatbot on your website, it may be time to consider adding one. For help or more information on communicating with your consumers, contact us.