By clicking the ‘Send’ button you confirm that you have read and understood our Privacy Policy.
By clicking the ‘Send’ button you confirm that you have read and understood our Privacy Policy.
By clicking the ‘Send’ button you confirm that you have read and understood our Privacy Policy.
Chatbots don’t seem to have the best reputation, but is there a benefit to using them? Oracle polled 800 senior marketing and sales professionals and revealed that chatbots are set to surge. 80% of brands will be relying on chatbots for customer interactions by 2020, and 36% have already implemented such technology in their business practices. ¹
On episode one of our podcast, Everything eCommerce, we spoke to Jeremy Wilson of practicology about supercharging your eCommerce growth, and one of the things he mentioned was a negative experience he had with a chatbot. When using the chatbot for a bank and trying to solve a query, he found that it was unequipped to deal with basic questions. Jeremy went on to say that if it had been his personal bank and not the business bank, he would have terminated his time with them. This shows how crucial it is to get your chatbot working properly.
An independent survey among 3,000 UK and US customers revealed the main factors that made chatbots unappealing:
So bearing that in mind – why are chatbots on the rise? The answer is clear: there’s tons of potential in this technology, so companies are trying to advance it in a way that meets people’s needs and make their customer support departments more effective at the same time.
Using our extensive experience and knowledge of managed chat using real people, we’ve been able to transfer this into improving our chatbot service. We know how to create a beneficial and helpful experience using bots, but we also know when it’s time to look at a hybrid solution and offer chat agents alongside bots.
Keyword recognition-based chatbots have the ability to spot relevant keywords in the question submitted by the user and through the use of Artificial Intelligence, customise an appropriate response by collecting information from the web. These chatbots can be an extremely powerful tool for websites to avoid losing leads and convert more viewers into customers by quickly providing an answer to visitors’ questions without the overhead of live chat agent staffing.
When managed chatbots are kept up to date, Artificial Intelligence behind keyword recognition-based chatbots can access to an unlimited pool of knowledge and data that can be used to answer user questions. Chatbots can eliminate the risk of leaving important content out of your site and FAQ pages and increase the likelihood of providing valuable information to your visitors’ requests and therefore, maximise the chance of purchase.
Your chatbot can be programmed to provide a call to action at different times during the conversation and therefore help shape the visitor’s decision to purchase. Chatbots can also be used to provide suggestions on similar products or services that can be bought, increasing the sales value.
Chatbots are certainly here to stay and keyword recognition-based ones take centre stage in the process, due to their smart responses and use of Artificial Intelligence. If you are looking for ways to bring more sales into your business and convert more leads into real, loyal customers, it may be worth considering implementing a chatbot to your website to establish a relationship with visitors and provide valuable information throughout the sales process.
Read more about our chatbot service here.
Read more about how our service can help you with basket abandonment here.
Watch the full podcast here.
The best source of information for customer service, sales tips, guides, and industry best practices. Join us.
By clicking the ‘Subscribe’ button you confirm that you have read and understood our Privacy Policy