With interactivity being the word of the hour for businesses with a virtual presence, it comes as no surprise that chat bots have become increasingly popular in recent years. For most of us, however, the earliest memory of an interactive chat service would be the Microsoft Office assistant, commonly referred to as Clippy the paperclip, who would correct our grammar and highlight misspellings.
The chatbot has come a long way since then. Their ability to simulate conversations makes them a handy customer service and marketing tool for businesses. Users can interact with a web interface like they would with sales assistants in a brick-and-mortar store, replicating the same experience without having to step out of their comfort zones. Chat bots can function either with artificial intelligence or with human supervision, and are especially useful if your website engages in some form of e-commerce, helping it facilitate sales 24×7.
We list the top five services that can be simplified with the use of chatbots:
Online shopping: Interacting with a chat bot on a website is faster than using email, and less tedious than making a phone call. For a customer, being able to have queries answered and relevant recommendations being made helps accelerate the buying process. Customers sitting on the fence over a purchase are also more likely to proceed with it if their doubts and second thoughts are taken care of. While chat bots may not necessarily ensure every enquiry converts into a purchase, they do have the ability to ensure more sales with their ability to respond to customer queries almost instantly.
Facilitate payments: Providing direct links to customers through a bot instead of having them navigate through your website ensures a smoother payment process. You can also let your chat bot clear payments with a few clicks once authorised by a customer or client, especially if they have saved their credit card details on your website.
Accept food orders: Domino’s leads the pack in this, with their Facebook Messenger bot allowing users in the US to place an order for their favourite pizza with a few simple clicks, without being redirected to a different platform. The bot indulges in witty conversation, bookmarks your ‘favourite’ orders and takes the brand’s ‘easy order’ approach to the next level.
Technical support: Providing customers technical support is a time consuming process, and chat bots can take on this task to provide effective assistance. Chat bots can assume the role of an animated, interactive help section on your website, providing automated responses to the most commonly asked questions. Queries on a website tend to be repetitive, and analysing them over a period of time can reveal patterns in assistance, making it easier to set up a chat bot. Additionally, customers would appreciate the immediate assistance they receive, instead of being placed on hold when they call customer service.
Concierge services: A chat bot can be used to complete repetitive tasks, and concierge tasks tend to be just that. From planning and booking travel itineraries to securing reservations at a restaurant, a concierge chat bot can rely on saved customer data to perform desired actions with a few clicks, even anticipating them when needed. The possibilities are endless, and brands such as Qantas have begun to realise its potential. Earlier this year, the airline launched Qantas Concierge, a bot that gives customers personalised travel ideas, through channels that are easily accessible.
Contact Netable today to set up an engagement bot on your website for better performance.