Building a chatbot into your website will be beneficial for you and your customers! Given that 75% of the internet users use these messaging platforms, businesses have moved in fast to benefit from the popularity of chatbots. Your business can take advantage of a chatbot by integrating it with your business website.
People are becoming even more interconnected with social media and technology. So chatbots are becoming users and companies’ best allies for instant messaging. And if you think you have never talked to a robot, you cannot be more wrong! 67% of global consumers had an interaction with a chatbot over the last 12 months.
Chatbots are conversational robots programmed and designed to answer users’ questions instantly. For instance, the robot to who you ask questions about a product in the tiny popup window at the bottom-right corner of your screen is a chatbot. And Chatbots have many more use cases and are very versatile. You can use them for human resources, school administrations, and many other contexts!
Chatbots are often described as one of the most advanced and promising expressions of interaction between humans and machines. And are getting more and more advanced every year. According to the latest data from Comm100, chatbots were able to handle 68.9% of conversations from start to finish on average in 2019. This represents an increase of 260% compared to 2017 when only 20% of chats could be handled from start to finish without an agent’s help.
Chatbots generate 35-40% response rates. And that’s just at the low end of the spectrum. Better bot experiences with more engaged audiences can generate response rates as high as 80-90%. Today people expect to get fast responses if they don’t get it they might lose interest!
Customers expect a response from a business on social media within 15 minutes or less. On live chat, they expect to get an answer in 1 min! The first reply time is becoming more and more crucial for customer success rates.
By using algorithms, some basic chatbots, called rules-based chatbots, can handle simple tasks, like suggesting products or making appointments. However, some very high-performance chatbots, called Artificial Intelligence (AI) chatbots, use Natural Language Processing (NLP) and Machine Learning to perfect their understanding of users’ inputs. These chatbots are able to deal with far more complex tasks. So whichever you choose for you will bring you lots of benefits!
They can work 24 hours a day, 7 days a week. Also, if ever a Chabot struggles to understand some users’ inputs and gets stuck trying to answer their queries or solving problems, it can escalate tough requests to your human support team. A study from Superoffice showed that 88% of customers expect a response from businesses within 60 minutes. 30% expect an answer within 15 minutes or less. Today, the ability to answer faster to customers is the most important attribute for an excellent customer experience.
Did you know that millennials prefer speaking with a chatbot rather than with a human employee? They want fast and precise answers. With a chatbot, they will have the freedom to ask whatever they want whenever they want, generating more conversations with your business.
Normally, a person can only manage between 3 to 4 customers at a time. However, Chatbots can handle as many requests as is needed at the same time. By automating answers to most queries, chatbots significantly free up employees’ time, allowing them to focus on higher value-added tasks.
With a chatbot integrated into your website, you can generate a global report which tells you what are the most frequent requests from your customers, which times are the ones busier and how is your chatbot is being used by customers. This will help you analyze your digital strategy and modify your chatbot accordingly and improve every time you want your customer relationship!
Chatbots are way more than simple conversational agents. They can be connected to various APIs which will for example enable them to deal with a wider range of customers’ requests. They can also automate repetitive and tedious tasks like emailing prospects and customers, answering FAQs, and many more. When embedded on an e-commerce website, chatbots can also directly handle payments. Besides being handy for online shopping, chatbots can also reveal themselves pretty useful for HR teams, helping employees handle repetitive tasks, like granting annual leaves or sick leaves, among other things.
Simplify your customer relationship management and easily modernize it with ChayAll and our bot builder! Aside from having all your messages and comments from your instant messaging apps in one place, you will have access to the bot builder for any of your platforms. Upgrade your messaging habits to 100% and get more conversations by getting a chatbot for your business!