A website chatbot to help with your business problems

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Why create a customer support chatbot for your website.

Is your business a victim of poor customer support, slow response time, and high customer demands?

You can use a website chatbot to increase customer satisfaction and retention. Lets have a look at the problems a chatbot can solve and how a chatbot would work on your website to meet your customer service demands.

Your customers demand faster support.

As a rule, people don’t like waiting.  Keeping people waiting to get initial help can be very damaging to customer experience and directly influence customer retention.

Speed of response and speed of resolution are seen as the most important aspects of the
customer service experience, regardless of channel.

Long queue of customers waiting?

In order to help a customer effectively, your support agent can speak to at most 2 users at a time.
Many queries still come in via email which can be time-consuming and often sit unanswered over long periods of time.

These types of support queries can often be handled by a website chatbot which can tap into your company knowledge base and provide support 24/7

You are spending 1000s of pounds on customer support?

Do you have a skilled but overstretched customer support team? Or you have outsourced it to an agency which doesn’t even understand your business or products?

You are struggling to deal with the more complex queries because your staff are bogged down with simple customer questions which could be handled by a website chatbot.

Generate some leads whilst you provide effective customer support.

Are you looking for new ways to generate leads, turn website visitors into customers without annoying them?

In an oversaturated market, it’s best to bank on customer service as a predictor of
customer loyalty. Companies that invest in good support not only gain through
increased loyalty and more successful upsells but also through new customers.

How does a website chatbot work?

At The Bot Forge, we create chatbots to be used at a variety of different customer touchpoints and we often find the best place for a customer support chatbot is on your website. Our chatbots connect directly to some of the most advanced AI Natural Language understanding platforms. You can read more about them here.

How can I add a chatbot onto my website?

A chatbot can be added to a website easily by just adding a small bit of code to the webpage you want to display the chatbot on.  The majority of the time very little coding knowledge is needed as the complexity is handled by the code snippet which is provided. As long as you have access to your website’s code or you can contact your website developer there shouldn’t be a problem.

Companies with WordPress websites can use one of many available plugins to include the code, such as Header Footer Code Manager.

Types of chatbot window

Normally a chatbot will be added to a website in 2 different forms, a popup chat bot widget or a full-page interface.

Popup chatbot widget interface

A popup chatbot widget is a chat window which can be customised and added to your website and normally has 2 states:

Chatbot widget UI

Open- More often then not this will sit at the bottom right of your website. When closed you can also show a proactive message as well as the chat button.

Closed- When a user clicks the icon the chat widget will open into a chat window. In our experience, a chat widget needs to be mobile friendly and have at least 2 different display states depending on what device it’s being viewed on.

Conversational landing page interface

A chatbot interface can also be a standalone website and take up a whole webpage.

A landing page website chatbot

This can be a useful way to display to your chat bot if you want to support one particular area for your customer such as an FAQ chatbot or knowledge base. Also the best choice if you want to direct traffic to your chatbot for a marketing or advertising campaign.

Create an engaging conversational experience

To provide effective customer support a chatbot needs to send structured messages that helps users complete tasks, get information, or answer their questions.

There are several message types your bot can use: text, files, and rich media such as image, video, and audio. You can provide downloads via a URL link.

Whatever the UI choice impress users with a unique experience and match the widget to your brand and style. Follow some of these guidelines:

  • Show a proactive message.
  • Always add a help function either as part of the widget or as part of the conversational ability.
  • Use a beautiful greeting with emojis to encourage visitors to start chatting.
  • State what your chatbot can do from the off.
  • Use different conversational UI elements: buttons, images, cards to showcase information and provide information.
  • Use a combination of free text (NLU – natural language understanding) and quick replies to manage the conversation.

Extra features

Some modern browsers also support voice functionality so adding voice and input and output to your website chatbot can also be an option. Push notifications can also be integrated to provide a personalised chatbot experience.

If you feel that now is the time to create a website chatbot which will add value to your company, improve your customer support and grow your business then get in touch with us and we can help you in your chatbot journey!

 

Developing a Chatbot? 6 Common Mistakes to Avoid

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If you are looking to streamline certain operations of your business, implementing a chatbot is a great way to go about it. After all, you can use technologies such as artificial intelligence (AI) and natural language processing (NLP) so that it can follow different types of conversations with users and provide relevant responses where necessary.

Chatbots are no longer a gimmicky tool available on the internet, as they have gained popularity and sophistication many users are incorporating them into their digital strategy. For example, a large number of businesses now use bots as part of their customer service. As these chatbots never go offline, they are always available to assist users, at any given time of day.

It is a lot cheaper for a business to implement a bot as part of its customer service than hire employees. If you employ an individual, you have to train the person and provide a salary and vacation time. One example is one of our clients https://amicable.io who replaced call centre resource with a chatbot to book client meetings.

Chatbots have a lot of advantages, which explains why businesses want to make the most of them. However, while creating these bots, it is natural to make errors, which hampers the user experience. As this might be the first or nth time you are developing a chatbot, you want to make sure it functions as expected. Here are six common mistakes to avoid along with how you can overcome them:

Assuming every user wants to talk

You tend to believe that everyone who visits your page or installs the chatbot on Slack, or other popular messaging platforms wish to start talking to it immediately. However, most of the people on the internet don’t want to communicate with the bot, unless it is necessary.

One reason why chatbots are great marketing tools is that they can engage with prospects by answering important questions. As a result, it brings down the sales friction, making it simpler for the user to invest in what you have to offer.

If your bot starts to message the individual as soon as he/she opens it, there is a high chance the person will find it annoying. A better practice would be to wait for the user to respond or you can leave instructions in the description on how to start conversing with the chatbot. Our sports events Facebook Messenger chatbot Carly utilises this kind of functionality enabling users to set push notifications for their any new sports events based on their own criteria.

Failing to track its performance

Since the chatbot makes use of the latest technological advancements in the industry, you might assume that you shouldn’t keep an eye on its performance. After all, you spent a considerable portion of your time training it, so that it can have a continuous conversation with your customers.

However, you will never know the effectiveness of your bot, if you don’t track the key performance indicators (KPI). These metrics provide a deeper insight into how you can continue to improve your chatbot. For example, you can see where most of the users tend to leave the conversation. With this data, you can think of different ways to keep them engaged so that they continue to talk to your bot. We feel that the history and training tools provided by Dialogflow enable us to track chatbot performance effectively.

Forgetting to list in directories

Once the chatbot is up and running on various messaging platforms or your website, you think you completed your job. All your visitors have to do is start talking to the bot, and it will help them in their tasks.

However, not everyone will know about the existence of your chatbot. Several messaging platforms may not have powerful search, which makes it harder to discover your bot. The best practice is to find third-party websites and lists your chatbot in it. As a result, if people look for your bot on Google or other search engines, the chances of it popping up in the first page of results goes up significantly. The best place to market your own new bot is on your website, why not write a blog post about your chatbot journey, you can guarantee other companies will be interested in your journey.

Impersonal conversations

The reason why people don’t like talking to bots is that the conversation tends to be boring and bland. As a result, they prefer to converse with human beings, as the experience is better in every way.

Think about it, would you like talking to a chatbot which sounds like it is speaking in a monotone? Rather than putting your bot in the same position, you should think of different ways to spice up the conversation. For example, you can ask the user what the chatbot should call the individual while talking to one another.

One thing is key here and we have seen this in our experience: to gain better customer satisfaction it’s better to explain to your users that your bot is a chatbot and not try and masquerade as a human. If users are aware they are talking to a chatbot from the off it will gain confidence and improve the customer experience as the user becomes more forgiving.

Not paying attention to its tone

Since the entire conversation between the chatbot and its users is going to take place via text, you need to pay close attention to its tone. Using the right type of communication will determine whether your bot performs well among its intended target audience.

While this tends to be challenging, there are several ways you can overcome this obstacle. For example, you can ask a small number of people from your target audience, what tone they would find appropriate. At the same time, you can also have a beta group, which allows you to experiment and see which one works well. Matching tone to the industry and subject matter is important to build a satisfying experience for your chatbot users.

Help and Live Agents

Since the purpose of the chatbot is to reduce the workload of your employees, you tend to assume that you don’t need a live agent. The problem with testing is that it may not take into account all the variables present in real-world scenarios. As a result, when you deploy your chatbot, it might not know how to handle a specific question.

Due to this reason, it can go on an endless loop, and the only way out of the conversation is to quit or restart the chatbot. An excellent way to overcome this problem is to allow your chatbot to ask a live agent to join the conversation during this situation. Once the employee helps out the user, he/she can provide information to the developers on how to improve the communication skills of the bot.

It’s also important to provide easy help for users to access during the bot conversation. At The Bot Forge we always implement a help feature for our chatbots so users know what they can do and how they get back on track our Facebook Messenger chatbot for the Fred Whitton Challenge is a perfect example.

Chatbots are becoming a great tool for businesses. You can use them to make life easier for your clients, by assisting them in various functions. By knowing what the common mistakes are, you can avoid them entirely and design the best bots in the industry