Several studies done by Gartner and Outgrow back in 2018 predicted that more than 80% of all customer interactions will be handled without a human agent by 2020.
Since we are now almost halfway through 2020, I think it is safe to say that these predictions were a little too generous. But, the trend toward Live Chatbots has grown significantly!
Chatbots have set a new standard for what it means to have good customer service. These conversation drivers bring a new dimension to your website and to the way your customers interact with you.
As a business owner, it is important for you to stay on top of the latest trends and determine if a live chatbot is needed on your site to remain relevant in 2020.
What is Live Chatbot?
A live chatbot offers your customers the ability to message your business in real-time. Most live chatbots will reply immediately (usually with an automated message) and connect the individual with a customer service agent to help them with their question or request. Chatbots can be managed through Facebook Messenger or by installing a WordPress plugin to your website.
Why Should My Website Have a Live Chatbot?
If you are just catching on to this trend and are unsure if a live chatbot is a good idea for your website, below are some of the most common reasons we tell our clients at KWSM: a digital marketing agency to install a chatbot. If several of these align with your company goals, it might be time to add that feature to your website!
Need help adding your chatbot to your website? Contact us to let our website team give you a hand!
#1 – Chatbots Provide a Competitive Edge
When you ask your customer to fill out a contact form, you are slowing down your own sales process. Industries like real estate, travel, education, healthcare, and finance have benefited tremendously from having a chatbot on their website. It helps them answer their customer questions promptly, to keep them moving through the sales process. In these types of industries, the response time usually contributes to the likelihood of closing a sale. Not having a chatbot may, therefore, negatively impact your ability to earn the new business.
#2 – Chatbots Improve Customer Satisfaction
Back in 2018, G2 prepared the Facebook Chatbots Guide and discovered that live chat software has a 73% satisfaction rate as a way for customers to interact with businesses. In a recent article by Ivana Hermida from KWSM: a digital marketing agency, she explains that “personalizing your chat’s questions and answers to tailor towards the user’s needs has a significant impact on customer satisfaction.” And she is absolutely right! This type of customer service really makes your customers trust you and feel like you are there for them when they need you most.
#3 – Chatbots Let You Resolve Problems Quickly
Following the key benefit of the previous point, we find that this real-time messaging has become the preferred method to connect with businesses. According to a study conducted by Drift, The State of Chatbots Report found that 35% predict they would use a chatbot for a complaint, a problem, or to get detailed answers or explanations. This means the chatbot can help you identify a problem before it gets out of hand. This helps you avoid angry customers and buys you time to find a resolution.
#4 – Chatbots Help Identify Ways to Improve Your User Experience
Unless you are tracking your website’s behavioral analytics, there is really no way of knowing if your website is difficult to navigate. Since it is your website, you may be under the belief that it is intuitive and clear. But for someone who has never been to the site before, they may have a difficult time finding what they are looking for.
The Drift report found that 55% of respondents enjoy getting an instant response and answers to simple questions from a chatbot. If they can’t find what they are looking for, they may turn to your chatbot to help them find what they need. Usually, it is the simple things like your hours of operation, phone number, or business address. But in the end, these simple FAQs help you uncover new ways to improve your website’s user experience and design without doing a deep dive into heat maps and user data.
Need Help Setting Up Your Chatbot?
Hopefully this overview provided you with enough information to understand what a chatbot is and why you may need one. If you have decided that a live chatbot is what your company website needs, let us help you figure out the logistics. Together we can decide how much of your chatbot will be automated vs. handled live by your customer support team.
Contact us to get the process started.
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