Phone and email are mainstays of customer support and have been for several decades. However, it takes time and resources to keep up with these setups and they come with several pain points, like wait times and back-and-forths. In this digital age, live chat is an integral part of business because providing a platform to communicate with customers in real-time is an excellent way to connect with and support them.
How to turn a chat feature into a revenue generator?
Well, this is where the chatbot comes in. As consumers move away from old-fashioned forms of communication, many experts expect chat-based communication methods to take over. Companies increasingly use chatbot to handle simple tasks, allowing human agents to focus on other responsibilities.
Here are other benefits:
Allow self-care: Thanks to automation and decision trees, customers and users are most of the time able to pick the right choice between the options offered to them by the chatbot and find what they’re looking for, or the right place to sign up, download, buy from you… So even transactions can be handled without any intervention, except when necessary. And you get notified when your intervention is required. But most of the time, you can set up your chatbot so that your customers could take care of everything all by themselves!
Hold multiple conversations at once: While operators are able to focus on one customer at a time, chatbots can answer thousands of questions at the same time. This increases business productivity and eliminates wait times.
Cost-effective: A chatbot is a faster and cheaper one-time investment than creating a dedicated, cross-platform app or hiring additional employees. In addition, chatbots can reduce costly problems caused by human error. User acquisition costs also decrease with a chatbot's ability to respond within seconds.
Great time saver: Chatbots can automate tasks performed frequently and at specific times. This gives employees time to focus on more important tasks and prevents customers from waiting to receive responses.
Chatbot is great! How does it work?
Setting up a chatbot is easy. Let’s say that we are in the SaaS industry. In our example below, we are using ChayAll, our omnichannel instant messaging platform.
We are going to set up a simple decision tree. As a SaaS company, we want our prospective customers to have easy access to our knowledgebase, trial offer, and a way to speak with customer support for more specific or complicated inquiries. ChayAll makes it easy for you to create the decision tree you need. ChayAll’s interface is very practical and easy to use, with simple CTA (buttons).
Once you set up the decision tree, you just need to integrate the live chat feature into your website. ChayAll also allows you to customize your widget and add additional messaging platforms (WhatsApp, Messenger, etc.).
Anyone who enters your website will be greeted by the widget and if your would-be customer clicks live chat, your chatbot will come to life.
For any company looking to increase online business, a chatbot will play the important part of replying to basic questions from prospective customers or of giving them directions so as to enable them to take care of themselves (self-care process). They will be led to a trial or subscription page anytime of the day or night, from Monday to Sunday, regardless of the site traffic opening hours.
As a result, visitors will find it easy to get the details they need to make the decision to purchase, and the fact that they can buy from you all by themselves or get redirected to the right person easily will make everything seamless and easier. Even for existing customers, it makes it much easier to find the information and support they need. The workload for customer support agents gets cut as well as a result of most questions being answered by the chatbot already. This leads to lower overhead as well, which is a nice complement to the rise in sales you can already expect. Last but not least, the chatbot feature is more powerful when used with other chat apps. You might not know about this already, but you can duplicate the same decision tree to your ChayAll widget’s other messaging channels: What’sApp Business (a must today in almost every industry), Facebook Messenger, Instagram, Apple iMessages and more. We’ll focus about setting up a comprehensive sales funnel using Facebook Ads with WhatsApp buttons used as conversation openers to generate incoming leads in our next article.
How to use WhatsApp instead of Live Chat on your website?
SMS and email have long been the most common channels businesses use to connect with their customers. They are effective channels in their own right. But in an omnichannel world, that has already changed. WhatsApp is one of the messaging channels that have capabilities which allows you to have a more significant impact on customer satisfaction, while expanding your reach, improving deliverability, managing support costs, increasing conversions, and achieving other important business KPIs. Everybody uses WhatsApp and it is one of the top messaging channels with users in over 180 countries, unleashing over 60 billion messages every day.
How does WhatsApp get better?
Your business can apply for access to the WhatsApp Business API through various business solutions providers (BSP). However, many of these are digital agencies that only give you API access but don’t come with a messaging interface that you’ll need to receive and reply to WhatsApp messages. ChayAll is an example of an omnichannel messaging platform that works with a BSP, thus allowing your business to securely communicate with your prospective and existing customers. Other benefits from using this platform include:
Most people in today’s online era would not trust a business if it does not have a website. Having a website is not enough though, it must serve a purpose to bring value to the business. Strategically putting a widget into a business website, together with an effective call to action, is a great way to funnel your visitors, capture a lead, convert to a sale, or simply provide support to an existing customer. Putting WhatsApp in a widget allows it to be seen and do some action as your central communication channel.
WhatsApp opens a new channel where you can promote your products and offer customer support. Creating a chat bot on WhatsApp allows you to automate those tasks, by running scripts or automatic answers 24/7 with little human supervision. The example below shows a conversation from the customer (top) and business (bottom) perspective.
Because you can’t use WhatsApp to initiate conversations with consumers, you’ll want to make it easy for them to send that initial message. The easiest way to do this is to make sure that your WhatsApp link is visible on all profiles and pages associated with your brand. That way, customers, prospects, and anyone else can easily get in touch. Add it to your Instagram and Twitter bios, LinkedIn page, or any other channel where your brand has a presence. Another way to drive traffic to your WhatsApp is to promote your WhatsApp website link in social media posts across all active platforms. You can even embed your WhatsApp chat link into Facebook posts, Instagram Stories, YouTube CTAs, you name it.
QR codes are a digital front door that make opening a chat with a business as easy as possible. Previously when people came across an interesting business, they had to add its WhatsApp number to their contacts, one number at a time. Now, people can simply scan the QR code a business displays on its storefront, product packaging or receipt to initiate a chat.
Expanding your reach with WhatsApp Business
If your customers are already chatting on WhatsApp, this messaging app could be a valuable destination for your business. By setting up your WhatsApp Business account and running Facebook ads to WhatsApp, you can start connecting with customers at scale and meeting your business goals more effectively. With Ads that click to WhatsApp, you can add a Send Message button to your Facebook or Instagram ads that will open a conversation thread in the WhatsApp Business App. This allows customers to connect with your business on WhatsApp after clicking the button on your ad.
Most people open their messaging apps several times per day. Since WhatsApp is already one of the most popular messaging apps, ChayAll’s robust features supplement it through WhatsApp Business API. Effective use of the WhatsApp Business API allows you to react faster to customer requests and solve questions faster than any other solution. Thus, boosting your conversion rate and increasing your customer satisfaction rating.
How to use a chatbot for business?
The use of chatbots has redistributed the cards of online customer relations. This ultra-practical tool has redefined the standards of responsiveness and proximity to users. So, how can you use a chatbot to optimize your customer relationship? Learn the answer here!
Of course, we are far from exploiting the full potential of artificial intelligence and machine learning. Just a few apps use these cutting-edge techniques. And the chatbot is one of them! Chatbots can boost customer experience by eliminating the wait and the frustration of long replying hours. The unthinkable is now a reality accessible to everyone. Micro-businesses and multinationals now can answer customer requests 24/7, all thanks to a chatbot that can hold conversations with customers! But sometimes, learning how to use a chatbot can be difficult and, users don't know where to start. Read this complete guide and learn how to use one for your business!
How to use a chatbot to optimize your customer relationship?
What is a customer service chatbot?
It is a computer program powered by artificial intelligence, which mimics human advisers in online conversations. Concretely, the bots will use the existing data and resources (responses pre-recorded by the user, FAQs, various data) to respond to customer requests without the intervention of a human agent. Using machine learning, the most advanced chatbots integrate new data from every conversation to mimic the responses of a human sales agent.
How to improve your customer relationship with a chatbot?
But how do you use a chatbot to optimize your customer relationship and reduce costs? It would be wrong to think that chatbots could replace a human agent. Bots should be viewed as a supportive conversational marketing tool. When integrating a chatbot on your website you will:
Spare agents the time consuming and frustrating redundant requests and conversations. The goal is to spare the employees of your company an overly repetitive experience.
Have an active customer service 24/7. If your company operates in countries with different time zones, this conversational robot is essential.
Have a virtual assistant who comes to sort the leads to direct good prospects to human agents.
In short, we are talking about a virtual assistant and not a tool that takes charge of the entire customer relationship on the website. By its ability to support a simple conversation with the user, the bot increases interactions with customers while optimizing the time of your agents. By improving the responsiveness of your customer service and eliminating the constraint of working hours, you boost the customer experience and improve the conversion rate.
The chatbot or conversational bot is software that performs automated tasks. In other words, a bot is a computer program designed to communicate by message with human users on a dedicated chat platform. The chatbot interacts in a format similar to instant messaging. By artificially reproducing the patterns of human conversations, machine learning allows the robot to learn on its own without having to program natural language processing. However, it is possible to be satisfied with the basic version of the chatbot.
The basic chatbot
It is by far the most widely used tool in the business world. It is a conversational chatbot that you program manually. Indeed, you will work by scenarios by analyzing the verbatim of conversations with your customers. Each time your chatbot detects a word in a customer request, it will send a response that you have entered before. It's that simple. Feeding the basic chatbot is a repetitive task. You will have to update the database and add a response each time you notice any inconsistency.
The smart or advanced chatbot
Machine Learning and Artificial Intelligence power this type of tool. If an initial configuration is still necessary, the chatbot will gradually learn over the conversations it leads. The chatbot will improve its language based on the responses of human agents! If the customer writes a concept that the chatbot doesn't understand, it will pass the lead to an agent. At the same time, it will learn from conversations that it could not resolve. Smart or advanced chatbots integrate with CRM tools to gain more information.
Why use a chatbot?
24/7 customer service, focus on high added value tasks, responsiveness and more!
Chatbots can revolutionize customer service whether you are a web or marketing agency, an e-commerce merchant, a school, or a real estate agency. If you haven't yet started conversational marketing, a customer service chatbot is a great entry point. Here is why in a few key figures:
First, 50% of consumers no longer care whether they are dealing with a human assistant or a bot-type chatterbox. It just requires that the language be clear and the conversation consistent.
Second, companies lose an average of 75% of their customers due to long wait times. Setting up a chatbot makes it possible to provide instant assistance by responding to the most frequent requests from customers. You will also free up your marketing teams, who will be able to carry out tasks with higher added value.
Likewise, 43% of users want customer service available 24/7: that's good, because that's one of the reasons for chatbots.
Finally, more than 67% of consumers worldwide used a chatbot for customer support in 2020.
The four advantages of the chatbot for customer service
Chatbots are arguably the best customer service optimization tool with an excellent ROI:
First, the chatbot provides instant response, thereby reducing the user's waiting time on the company's website.
Then, it improves the customer experience by supporting the latter at each stage of their journey. Remember that customers expect instant answers and 24/7 customer service.
Finally, by collecting user comments and opinions in real-time, the robot helps you monitor key customer satisfaction indicators.
How to create a chatbot?
Here's how to create a conversational bot on WhatsApp with ChayAll:
First, start by activating WhatsApp Business API with ChayAll.
Your ChayAll advisor will help you set up your first automated message. This is usually the welcome message on your website. It is also possible to configure a message to make users wait, an absence message.
We will help you set up your first automated message, which is usually the welcome message on your website. It is also possible to configure a message to make users wait, an absence message.
Finally, you will be able to configure the conversational scenarios of your ChayAll chatbot by entering pre-recorded responses that the bot uses when certain keywords are detected.
In addition, you can integrate an artificial intelligence module into your chatbot so that it refines its conversations according to the data and information it collects.
Chatbots have reached such a level of sophistication that it is more and more difficult to “become” that one conducts a conversation with a robot. Here is an example of a conversation with the Domino's Pizza chatbot:
Chatbot : Hello, my name is Dom. How can I help you, Bertrand?
Client : I would like to order a pizza.
Chatbot : Of course. Which pizza would you like to order? (Visual presentation of the pizza menu)
Client : The 4 cheese.
Chatbot : Small, medium or large?
Client : The average.
Chatbot : It's noted. Would you like an extra topping?
Client : Yes, pepperoni please.
Chatbot : I'll recap your order: a medium 4 cheese pizza with extra pepperoni topping. Do you have any other requests, Bertrand?
Client : No, it's good, thank you.
Chatbot : Thanks to you. Your order is being prepared. See you soon!
If you to want to activate an amazing chatbot, you are on the right page. ChayAll optimizes customer service for its customers on a daily basis through its all-in-one messaging solution. In a few clicks, you will be able to integrate the main messaging services into your website:
WhatsApp Business API.
Facebook Messenger (see our article on the Messenger chatbot).
Apple Business Chat.
Google's Business Messages.
A Live Chat tool.
You will be able to set up your chatbot without coding, thanks to the assistance of our advisors. We also offer you great marketing features to manage your company's reputation. Let's talk about your project!
Customers want to connect with their favorite brands quickly and easily, anytime, and chatbots appear to be the solution to all of these problems. Chatbots will make life much easier for customers and businesses!
Did you know that 56% of customer services said they were in greater demand during the Covid-19 health crisis? To make this massive demand, companies have used chatbots three times more than last year. We can see a clear improvement in the use of chatbots from companies. By using a chatbot, you will boost your business performance and meet customer needs. The chatbot is an increasingly present subject in our societies.
The definition of a chatbot or conversational agent
As you already know, the online chat industry is booming. Its rise is so meteoric that more and more companies and brands are using it in their activity. Indeed, 70% of consumers prefer to interact with brands via messaging rather than by telephone. Which shows the importance of online chat in our society. Imagine: you have the possibility of having a robot capable of responding to your customers instantly. In addition, this bot can also adapt its speech according to the customer's responses, transcribe emotions via the chat and express his personality. So, what could be better?
A chatbot, also called a conversational agent, is an artificial intelligence software allowing an entity to communicate via a chat instantly and automatically with another entity. Whether it is between a company and its customer, between a brand and its supplier, the chatbot is there to respond instantly to requests via a chat on the web.
A chatbot is made up of two words: from to chat which means to converse, and from bot, half of the word robot. It is a conversational robot. Chatbots are computer programs that deliver a pre-recorded response at a given time, and they are configured to accomplish a specific task. Chatbots, therefore, allow interaction in natural language and real-time, answer questions, propose solutions and services adapted according to requests.
This conversational agent is not there to replace humans. Quite the contrary: it is there to help and accompany them on customer service tasks to relieve the advisers. It advises clients and helps businesses focus on more important tasks. Thus, the chatbot has as main objectives:
Support the customer when he has a request for a product or service.
Carry out a customer's order (payment, order tracking, refund, exchange or return).
Send satisfaction surveys, customer surveys via chat.
Send automatic messages to customers such as: welcome, patience or absence message.
Notify the customer in case of unavailability of the product.
Adapt the speech according to the personality and the responses of the client.
Provide automated follow-up after the customer's purchase.
Respond as clearly and fluently as possible to the customer.
The chatbot aims to offer a digital experience to the customer. It improves the journey and the customer experience. A 100% digital chatbot at your service and available 24/7. Ideal, right? The chatbot can provide very personalized and tailor-made customer service.
Indeed, a chatbot will allow your company to boost its commercial performance, improve its customer experience and improve its business. By delivering quality responses to customers on short notice, chatbots are effective marketing tools to boost your brand's contacts and sales. If you want to know more information about the goals of a bot, here are some articles that may be of interest to you. For example, the real estate Messenger chatbot allows you to multiply your mandates and increase the number of transactions.
Chatbots for businesses: The essential marketing aspects
Define your goals to choose the best chatbot for your business
To choose the best possible chatbot, your company must first define its objectives from a marketing point of view and its needs in a clear manner. Your goals and needs may be of different kinds. They can diversify according to the size of your business, your activity, and your development prospects. For example, your business may want:
Improve the customer experience by offering a digital and fast journey.
Boost commercial performance.
Increase sales, activity and number of customers.
Be close to customers by developing a close link with them to better retain them.
Speed up the number of customer requests in a very short time.
Increase the customer satisfaction rate.
Define your target audience and audience
You must define your target and your audience in order to offer a powerful chatbot that meets the customer's expectations. How to use a chatbot to get a quick result? For this, you should know that 60% of Internet users make their purchases in the evening and on weekends, outside of their working hours. But do not panic! A chatbot is available 24/7.
Indeed, the bot must know and understand its users. By understanding who will be using the chatbot, you will be able to identify the best platform to interact with and the best way to create the conversational flow. Depending on the user's profile (age, gender, function, geographic location, etc.) the bot will not address its interlocutor in the same way. If the bot does not know its user, it will fail, regardless of the level of sophistication of the software used. To be successful, a chatbot project must therefore first and foremost focus on the profile, needs, and expectations of users. The bot must understand customer needs in order to meet them and develop effective customer service.
Find the essential technical aspects in your choice of chatbot
Choose user interface
On the technical side of the chatbot, it is important that you know a few basics in order to choose the best chatbots possible. First of all, your business must clearly identify and anticipate the user interface that is going to be used. Thus, the chatbot will be able to adapt and bring the best possible to the customer.
Indeed, the user interface is the channel through which the requestor can interact with the chatbot. This interface can be:
an avatar, more or less realistic, which simulates the face and body of an agent. He can express emotions related to the conversation. Communication takes place via speech and visual. The empathic side is sought here.
a telephone line . Communication takes place through the voice channel and can be completed by sending items by email or SMS;
a voice box. The box is generally associated with a specific solution to the box and the user must specifically choose the company's department;
a telephone via SMS;
a social network. The user uses the capabilities of the social network to communicate with the bot;
a dialog window (or pop-up also called webchat ). The exchanges are made via a small window included in the website of the company.
All these user interfaces are therefore widely used. The role of chatbots will be to anticipate the interface used by the user in order to adapt his speech if the customer uses a social network, a phone, or an avatar. Thus, many choices are available to customers and users. The bot must be able to interact via any platform.
Identify the budget allocated to the chatbot
Budget level, remember to think about it and establish it precisely before you start. You will thus avoid nice surprises! It was ironic eh, did you understand that? In short, there are several elements to take into account in your chatbot budget. Indeed, to get the best possible chatbots, take into account the fact that the prices of chatbot solutions vary greatly from one publisher to another. Here is a list of several chatbots with their prices to give you an idea:
The ChayAll chatbot solution. This chatbot solution has different prices depending on your goals and needs. Four offers are available to customers: Free offer, Essential offer: € 19 excl.tax / month, Pro offer: € 49 excl.tax / month and Business offer: on request. All offers are without engagement.
The classic chatbot solution. This chatbot solution will cost you between € 200 and € 2000 per month depending on your case. The functionality of this chatbot will be basic and can be useful when you want to answer simple questions from your users and customers.
The natural language chatbot solution. This chatbot solution will therefore cost you between € 2,000 and € 10,000 per month depending on the technologies adopted, the technical infrastructure and the volume of conversation. Here, artificial intelligence will be present. The chatbot will be able to adapt its speech according to customer responses.
Customer service automation
The chatbot is mainly used to meet the questions of users and help them find specific information. If the customer is faced with a more complex problem that cannot be solved by the chatbot, then the chatbot will direct them to the appropriate service. The chatbot can also serve to welcome customers and, through a series of questions, they direct them either to the information available online (FAQs), immediately to the appropriate service that will process their request.
In this way, chatbots take over secondary tasks and allow your employees to have more time available to devote themselves to more creative or more value-added tasks. Thus, the automation of your customer service is fast and immediate. So remember to include this strategy in your marketing objectives.
Establish a personality for your corporate chatbot
When you are told the word "robot", what do you think of? What is going through your mind? Technology, artificial intelligence, innovation, natural language, humanity ... chatbot? And yes, the chatbot and the human are linked. It is the human who must transmit his faculties and his knowledge to the bot.
Indeed, as a company, you must establish a personality for your chatbot. Thanks to advances in artificial intelligence, sculpins are now able to have extremely realistic conversations. You must ask yourself several questions in order to create the personality of your chatbot:
What genre should you use to present your chatbot? A woman or a man?
What first name should you use for your conversational agent?
Which avatar do you think is the most appropriate to use?
The personality of a chatbot refers to the human characteristics that it is able to transmit. This involves the language used and the tone of his voice (playful or serious), the choice of words, and the use of modern language elements (emojis, GIFs, etc.). The personality of your chatbot must therefore reflect that of your buyers. You won't be speaking to executives of large companies the same way as you do to young adults looking for entertainment. The more human your chatbot's personality, the more satisfied the customer will be.
Think about the types of scenarios you want
Beforehand, you need to think about the type of scenario you want to highlight. A scenario for after-sales service, for commercial qualification, for a contact form, ... Thus, as many possibilities as possible choices exist.
In addition, it is also important that you anticipate several types of possible responses. Even if you will adapt your speech according to the users' responses, some of your chatbot's responses are going to be the same from one user to another. Don't ask too many questions because you will lose your user! Bet everything on the personality of your chatbot and don't forget the human side. So you need to include the ability to pass the baton to a human if the request becomes too complex for the bot. And yes, even if bots are very intelligent and powerful tools, sometimes it happens that they do not always have the answer!
In short: a corporate chatbot or conversational agent has the possibility of simulating a natural conversation with a customer and of offering better personalization of the customer relationship. With this tool, you offer immediate answers and 24-hour service to every user of your site. ChayAll, therefore, takes charge of the entire technical implementation of your bot. Discover our website or contact us for more information on our corporate chatbot!
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