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!


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