Support Teams — A Better Slack Experience with Bots
Cal Newport is one of my favorite authors on productivity. I’ve been reading his blog on deep work since sophomore year of college. He recently penned an article for the New Yorker titled, “Slack Is the Right Tool for the Wrong Way to Work”.
As the founder of a digital agency that builds websites, I’m always getting added to Slack channels. I’m normally in anywhere from 6 to 8 groups — with each group containing 4 to 6 channels. Then we get added to productivity tools, issue tracking software, different accounting programs, new niche CRMs… If the to-do list doesn’t overload my day, remembering the day’s dozen different groupchats always tips the scale.
The average support team has considerably more fires to put out. Is Slack the right tool for them? Is Slack the right tool for me? It can be — but only if used correctly.
‘Sorry, we can’t join your Slack’ argues that agencies would be much more productive without joining these instant messaging tools. After all, how often does a notification interrupt your workflow? If you can have more uninterrupted room to focus on meaningful deep work, you can deliver better results for clients.
These think pieces feel like convincing arguments, however, nuanced conversation about project details just won’t suffice over email. It’s important to remember Slack should be used as more than a blank slate. Stewart Butterfield wants us to customize our Slack groups to fit personalized needs. Slack is not the wrong way to work — it simply requires our conscious effort to add relevant tools, applications, and bots that solve these productivity problems.
Just like the app store, the Slack App Directory is the real place to add apps that get work done. Like most marketplace companies today, the number of Slack-centered tools, bots, integrations, and apps increases every single day. This is a relatively new ecosystem which makes it difficult for any team to know which tool works best.
This article is intended to help enterprise support teams compare and contrast the most helpful Slack bots. I examined HelpDesk+, Halp, and AtSpoke to offer a synopsis of my favorite, recommended tool.
How many tabs do you have open right now? HelpDesk+ is a defense against the tab-tango. It’s a process where users can support themselves as they search for information and ticket info.
It’s support for support teams.
This is my preferred way to track requests and streamline support work. I don’t have to login to an excessive number of apps or portals because everything I need to know is in Slack. That already saves me a significant amount of time.
HelpDesk+ reduces the amount of context switching I have to do, which decreases my time wasted on repetitive workloads. This is far better than quitting Slack and relying on email for following in-depth conversations. Slack hacks like this add up quickly to create the time and space I need to focus on building.
This integration lets you search, create, and transition new requests. Then their routing process uses auto mapping to memorize these JSM request types. That means similar future issues can be answered as soon as they’re asked. Approvals take place in Slack so I can focus on the next to-do instead of pseudowork!
There are other integrations coming soon but their existing integration with knowledge base in Confluence is super helpful. HelpDesk+ was created by some really interesting Slack developers who also make other tools that increase meeting efficiency and integrate with Jira.
Halp is a simple conversational ticketing solution which allows IT and Op teams to be more organized and efficient! This effectiveness is achieved by assisting teams in assigning, prioritizing, managing, and reporting requests from Slack.
Any team can improve their everyday communication with new abilities to track, automate, and most importantly, understand workflow. They’re trying to help remote teams move towards both happiness and productivity.
AtSpoke is another workplace ops tool intended to assist IT, Dev, and other teams in creating a more efficient conversational experience. They emphasize their focus on whatever subject matters, as opposed to solely focusing on a ticketing system.
While their system is good for conversational ticketing, it also auto-resolves tickets and automates repetitive agent tasks so teams can do more for less. AtSpoke is a good way to accelerate company-wide support work.
I remember that several months back (when Kuki was still known as Mitsuku no less) that you could pay to use Kuki’s API for use in other projects. Is this still available to the general public?
Chatbots for business and website have been absolute game-changers in recent years. They are redefining the rules of business communication, thanks to the wonders of Artificial Intelligence.
21 Ways to Grow your Business with Chatbots in 2021
1. Customized Experience For Consumers
Chatbots for businesses or websites feature an in-built natural language machine learning technology. This technology equips a chatbot for the website to comprehend customer questions accurately. Thus, chatbots are capable of providing personalized shopping advice to every single customer they interact with.
A 2019 survey reveals that twice as many buyers were willing to interact with chatbots as they helped provide useful product recommendations. The chatbot for website used by Nordstrom has a step-by-step item display system. It enables the chatbot to showcase products based on the buyer’s choice.
There are several chatbot builders in the market. But choosing WotNot will add an edge to the customer experience as our impactful chatbots for business maintain no code.
2. Manages Sales Seamlessly
Chatbots for small businesses help automate the marketing process. They can efficiently handle routine tasks of generating leads, collecting data, and interpreting it simultaneously. They do all this in the nick of time.
Using chatbots is worth a try for small businesses because it automates the streamlining of sales from the beginning till the end. Bots can help manage a small business as they can single-handedly generate leads, convert buyers, and offer the best consumer service. Thus, a business need not dole out huge capital because chatbots can manage an enterprise all by themselves.
This saves any business enterprise from attending customers personally because chatbots as an AI tool are pretty intelligent to communicate with millions of customers at a personal level.
An interesting use case in this regard is Snaptravel, an online hotel booking company.
This company used an AI chatbot to build an automated sales executive. This bot can book hotels and flights for Snaptravel’s clients based on their timing and budget. If the chatbot cannot handle any issue, it will redirect the client to a live representative. Thus, a chatbot manages most parts of a business very efficiently.
As chatbots for website are already boosting sales and increasing customer satisfaction, there is a growing demand among corporates to make their sales AI-driven. Studies predict that the international chatbot market will reach USD 1.3 billion by 2025, expanding at a CAGR of 24%.
3. Expands Engagement Opportunities
Using chatbots as virtual assistants on a company website is an effective way of improving customer engagement. As the chatbots function using conversational technology, it increases a website’s chances of having a better engagement with the customers. Besides, a survey reveals that 39% of businesses use chatbots to impart an interactive interface to their websites.
The ability of chatbots to process natural language and interpret customer’s mindsets makes it a hot pick among brands who want to speed up their interaction with their customer base. A significant use case is Slush, a company that organizes international entrepreneurial events all over the world. The chatbot on Slush’s website handled 64% of the customer requests successfully. The customer engagement saw a dramatic increase of 55% after Slush roped in a chatbot on their team.
Another useful instance is that The Plum app uses a chatbot that welcomes first-time visitors by asking if they would like to learn more about it. If the user selects ‘yes,’ the chatbot starts teaching how the Plum mobile app functions.
When chatbots are incorporated into a business website, they immediately initiate a conversation to gauge a customer’s intent every time they visit the brand website. Using chatbots for website is an effective mode of interaction as they can provide immediate solutions to the customers. This simplifies the sales process and helps produce ‘leads’ faster.
With surging demand for chatbots in the business domain, vital statistics reveal 36% of businesses are using chatbots to increase their sales leads. At WotNot, we build hi-tech bots for managing business leads seamlessly.
5. Manages Business Faster By Automation
Chatbots leverage the technologies used in running businesses efficiently by making aspects of e-commerce completely auto-driven. In short, chatbots for website speeds up business growth. Automation by chatbots minimizes business costs by replacing manually executed customer service.
According to a study, 67% of businesses of customers used chatbots-based customer support for speedy responses. Buyers can chat with car brand Skoda’s chatbot Laura to talk about their specifications, budget, etc.
6. Enhanced Analysis Of Consumer Feedback
Chatbots for small business analyze a user’s sentiments through Natural Language Processing (NLP) to identify emotions from a given text. Sentiment analysis will tell us if the consumer’s response is positive or negative.
NLP powers chatbots with the ability to decode a customer’s mindset after a conversation and develop insights into their preferences. Thus, a chatbot can showcase recommendations based on a customer’s likes. This helps a business adopt a customer-centric approach while redefining marketing efforts.
For example, angry customers at the beginning of a conversation are immediately identified and directed to a live rep. Hence, the customer will get personalized assistance efficiently and quickly. At WotNot, we build smart bots which handle customer queries with spot-on responses.
7. Ensures Longevity of Start-Up Businesses
Chatbots for website increase the possibility of start-up retention as their interactive interface predicts consumer issues by providing effective solutions. Start-ups need not hire executives to maintain 24/7 customer service, as chatbots play virtual assistants effortlessly. This reduces business expenses to a considerable extent.
Chatbots remember and process the information which customers tell them. Chatbots for business can also make recommendations based on the data gathered from past interactions with a customer. Thus, we can serve our customers better by using this data as a valuable consumer resource.
The chatbot of Snaptravel stores the data of buyers to generate leads. Then the chatbot sends rapid alerts for discounts and promos via social networking platforms like Facebook messenger, Whatsapp, or text.
8. Use of Chatbots On Social Channels
Chatbots for business use the data provided by users on social media forums to prepare personalized messages. Based on that data, bots can field questions and provide relevant information like any human consultant. In this way, chatbots can convert leads into trusted buyers.
The pervasive presence of chatbots on all social networking platforms paves the way for any brand to find its customer effortlessly.
Kindred Bravely, an eCommerce store, uses Facebook Messenger chatbots for providing a conversation-oriented buying experience for the customers. As per the reports of a 2019 survey, Company CIOs have accepted the usefulness of chatbots for better outreach.
9. Makes Interaction Fun
As of 2019, the world comprises 1.92 billion consumers who are buying digitally. Most of us love using visual expressions while chatting as it helps us connect better. Thus, chatbots for website can rev up sales and increase conversion rates by using funny emojis for a social engagement with the customers.
Cosmetic brand Sephora used chatbots on the messaging platform Kik to attract youngsters with a visually interactive interface. Its second chatbot, ‘Sephora Virtual Artist,’ allows its customers to upload a selfie and try different lip colors. It has provided a delightful experience to its users.
10. Guides Customers In Real-Time
A chatbot makes use of machine learning to proactively respond to basic buyer queries such as “How much does this item cost?”. They are providing instant solutions round the clock. Also, multilingual bots can chat with a customer in his/her mother tongue, leading to a higher degree of satisfaction among the customers.
The chatbot is the easiest way of localizing knowledge bases, FAQs, and web pages based on our customers’ demography. For example, H&M’s chatbots can assist their buyers in finding products with the exact size and fit. Their chatbot provides information on choices, style guides, and prices, helping H&M enhance buyer’s shopping experience.
11. Makes Your Business Website Contextual For The Consumers
A bot provides value-oriented, contextual assistance to the customers. It uniquely processes the data it has on the customer through AI to give the customers a formative experience.
This is because a chatbot uses a customer’s data to provide them a personalized experience. These bots can do more than just answering pre-programmed queries. For example, a chatbot can develop useful recommendations by analyzing data on an individual customer’s preferences.
A major use case for bots in speeding up consumer service is the HDFC Bank chatbot. This chatbot is available round-the-clock to assist with banking inquiries. The availability of 24/7 customer support increases the customer retention rate for any enterprise.
12. Provide Support During Emergency
Chatbots for business can develop immediate resolutions during an emergency, especially if it is after hours. If a company maintains a chatbot to cater to customer service, it can provide instant assistance instead of making customers wait on hold for resolving non-complex issues.
The instance of crisis communication chatbots is a good example in this case. These chatbots are relentlessly helping medical workers to keep themselves up-to-date during the COVID-19 crisis. They provide accurate responses to queries even when crisis center reps are not able to.
13. Close the Sale On Customers
Chatbots for website can lead a business to have a clear and definite path to ROI (Return On Investment). It guides customers through the sales funnel by providing customization at scale. 57% of companies admit to chatbots delivering huge ROI with minimum effort.
Charter Communication is a cable provider in the US. It had 200,000 live chats every month before they had a chatbot service. When they started using one, the chatbot managed a whopping 83% of the total communications. Charter had a boost in the ROI by 300% within six months.
We, at WotNot, are going to drive business ROIs like never! Our chatbots personalize every customer’s experience and scale up sales in the nick of time.
14. Makes Your Team Productive
Chatbots can create coordination between various departments of a business enterprise. They can establish communication channels between sales, customer service, and lead generation for the smooth running of businesses.
Awareness — The use of chatbots can make a sales funnel a consumer-oriented channel in the true sense.
Interest — As a first step, chatbots can quickly attract customer attention to the company website. Then, a chatbot can keep a customer hooked on buying a product displayed on a site by answering the buyer’s questions. This will help the customer to decide between buying a product.
Decision — Furthermore, tailoring a sales chatbot to say the apt things at the right time will convince a buyer to buy a product.
Action — Thus, a top-class chatbot can prompt and motivate your customer to complete the purchase.
As a use case, a chatbot can work as a virtual assistant for teams within an enterprise. Bots can respond to common queries, find solutions, or search a database for product statistics. Bots, using AI, can find the data that the sales agent needs about the brand’s service or products. This helps sales agents to be faster with their responses.
15. Manages Order Tracking
Tracking your shipment through email is a complicated process. A chatbot can make the process of tracking orders very easy. Buyers can just enter the shipping ID there and get a notification.
Lifestyle brand Zalando’s chatbot provides immediate order tracking for its buyers after ordering a purchase.
16. Enhances Brand Value
Chatbots for business can speed up the functioning of a website in various ways. It keeps the engagement with customers simple, funny, and straightforward. All this adds to the positive experience of a visitor on a site.
The chatbot of Dominos makes the ordering process go smoothly for the customers. They need not open the website or download an app to order a pizza. They just have to join a conversation with the chatbot in Messenger. Statistics reveal 74% of buyers prefer chatbots for instant answers.
17. Provide Price Estimates
Before buying a product, a customer may try to get in touch with the service agents requesting its price. Chatbots for business have direct access to the business database. Hence, they can recognize keywords in a buyer’s request. Consequently, they come up with prices for the products.
The chatbots of Staples serve this purpose. It quotes the price underneath the product image only if that item is in stock. The chatbot has a ‘shop now’ button beneath the image to click on it and purchase the product.
18. Monitor Drip Campaigns
There is a growing tendency among consumers to neglect opening company subscription emails. However, a chatbot engages the customers in a chat by asking them multiple questions.
Many visitors will take part in the survey due to the conversational approach of the chatbot. The company can then send emails with more relevant content to the users for marketing drives.
Having a tête-à-tête with chatbots is going to be more entertaining now. We, here at WotNot, are all set to take conversations with customers on a different level using top-rated AI-powered chatbots.
Sales engagement platforms are developing chatbots that provoke thoughtful discussions among their users on behalf of the concerned company. Furthermore, they attempt to seek answers to questions before asking for the visitors’ emails.
19. Equipped With Selling Tactics
A chatbot guides a potential buyer about a brand’s services and products. Hence, it can take this chance to direct a buyer to a lucrative upsell or a down-sell offer. By this time, the customer concerned already has an idea of the company’s products.
So, the customer will seriously think about accepting the offer being shown by the chatbot. This can boost up the sales.
HelloFresh, a food delivery service, offers chatbot-exclusive rebate codes to track the exact number of orders they receive through their chatbot.
20. Promotes New Products
Companies can promote their latest launches by providing a personalized experience to the customers through chatbots.
Chatbots can converse with the visitor to know about the types of products they like buying and give highly relevant options. Through chatbots, a company can boost its sales.
A fashion brand, MVMT, similarly uses chatbots for business to attract millennials to boost their sales.
21. Conducts Promotional Contests
Companies promising discounts via contests improve their chances of customer loyalty. Chatbots ensure higher visibility for a contest on a business site so that visitors can access them without any hassle.
The chatbot of the National Geographic website engages participants through a quiz and offers a discount on their Almanac eBook.
Conclusion
The chatbot market is growing by leaps and bounds. With the robust enthusiasm centering around chatbots for website, it is expected that customers will readily forge a relationship with a company without asking for human interaction. With 53% of organizations hoping to use chatbots, the day is not far when the power of chatbots for business will be a force to reckon with. To take sales to new heights, trying WOTNOT is worthwhile. We build highly advanced bots with no code that functions across multiple channels. Our live chat tool helps you bond with your customer base in real-time. And, in a data-driven world, the WOTNOT chatbot analytics dashboard helps a brand develop a deeper insight into its customer base and bolster its sales.
We will create a chatbot that will act as a city tour guide for the user or tourists. The chatbot conversations will include tourist conversations such as nearby places to eat, places to visit as example tasks. We will build a chatbot using various tools in the toolkit to create a chatbot that will perform these conversational tasks using Chatfuel from scratch.
What is Chatfuel?
Chatfuel is a tool that enables you to build a chatbot without having to code at all. It is a web-based tool with a GUI editor that allows the user to build a chatbot in a modular fashion. In addition to building chatbots, it also enables developers to monitor and manage the bot’s performance using management and analytics tools for Facebook.
We will now start building a city tour guide chatbot from scratch and deploy it on Facebook Messenger by integrating various features provided by Chatfuel.
If you are logged into Facebook, it will ask for permission to link your Chatfuel account to your Facebook.
2. Create a page on Facebook:
Go to your Facebook account> Home Page>Under the explore options, select Pages> Create a page of your choice.
3. Chatfuel has to be linked to the Facebook account to deploy bots. So it requires permission to use the Facebook account:
4. Go to https://dashboard.chatfuel and link your Bot page to Chatfuel. Let’s name it city tour guide. Click CONNECT TO PAGE, and you will be taken to Bot editor.
5. The name of the bot is set to My Bot. It has a URL, which you can see by the side of the name. These URLs start with m.me. You might notice that the bot comes with a Welcome message built-in. On the left menu, you will see the number of options.
6. Go to the Messenger URL start your first conversation with the bot, which will open Facebook Messenger in the browser tab.
To get started with the conversation, just hit the “get started” button.
THERE YOU GO!!
Your conversation with the bot has just started and the bot has sent you a welcome message. The bot greets you by your name because you have given access to your info on Facebook.
BASIC BUILDING BLOCKS
Before building the bot, we will look at the basic building blocks:
i. BLOCKS: Under the bot structure tab, there are two types of blocks, build-in and user-defined. Welcome Message and Default Message are the two build-in blocks. We will be building user-defined blocks to implement the conversation capability of the chatbot. Each bot can contain one or more cards.
ii. CARDS: Cards are used to send messages to the deployment platform. There are many types of cards available. Text cards are the basic types of cards which include text messages and optional buttons. Other cards include images, quick replies (button arrays), lists, and gallery.
iii. BUTTONS: Buttons are used to provide users with response options and it also includes quick reply buttons.
iv. PLUGINS: There are number of plugins available. They are used to used to carry out special tasks instead of just responding to the user.
v. ATTRIBUTES: Attributes are like placeholders where we can store data temporarily during the conversation.
LET’S START BUILDING OUR BOT!
Now, let’s add a WELCOME MESSAGE!
We can now edit the default text and add our welcome message.
2. Now, by adding the text card, let’s add a follow-up text card and ask the user a question. Example “What would you like to do today?”
3. Now, we can add buttons like nearby attractions and nearby restaurants to the text card. You can add up to three buttons to the text card.
4. Button responses like nearby attractions and nearby restaurants needs to be attached to a block so that when the user hits the button the chatbot should know what to answer.
5. Let’s add BLOCKS to the bot structure tab, which creates an Untitled Block on the right-hand side.
6. Let’s add two blocks for now, “NearbyAttraction” and“NearbyRestaurant”.
7. Now, let’s go back to the buttons and assign the given blocks to them.
8. For each block, you created, add content by adding appropriate cards. Remember, each block can have more than one card. Each card will appear as a response, one after another.
Similarly, for restaurants, we add the text cards with buttons
WELL DONE! You can now test the bot by clicking the TEST THIS CHATBOT button in the top-right corner of the editor
Artificial Intelligence is proving to be a huge disruptor. The rising popularity of ChatBots is one of the greatest examples of how technology is changing the way we do business. Various online shopping websites and services have successfully integrated ChatBots into their marketing strategy to improve customer service. While Chatbots do enhance the customer experience, they can also be used to add efficiency to your internal firm operations.
Here are some ways in which ChatBots can upgrade the partner, attorney and associate experience by acting as a personal assistant and virtual concierge for Client and Matter related information.
KLoBot can help your firm extract deeper data intelligence via a simplified web chat interface that can be surfaced right within your SharePoint Intranet portal or any web channel such as public facing website or extranet sites.
The virtual guided assistant will save you the hassle of manually locating the Client and Matter related information. All you need to do is set up a ChatBot in your intranet and program them with access to all your files. Then, you just must ask what is required and all the relevant information will be ready for you.
Attorney’s and law firm employees can also leverage the text and voice capabilities of KLoBot to schedule meetings, set reminders, ask intelligent questions and get immediate answers.
KLoBot will find and connect you to peers based on various criteria like practice, office, school etc.
It can also be set up as a tool on your website for all your existing customers to get immediate knowledge and updates about their case through various touch points — Website, text, email, phone or mobile application
And, there is a lot more to it. Take a step forward to get future ready with KLoBot.
KLoBot is a DIY AI chatbot that provides a unique drag+drop Bot Builder experience that can help your business communicate with their audience real-time in the most cost-effective manner. It can be integrated and customized across various platforms within a few hours. The benefits are innumerable.
KLoBot, Inc, develops artificial intelligence powered conversational user interfaces that can simplify internal and external enterprise communications, automate routine tasks, streamline business processes and provide organizational intelligence-on-demand to its users by using voice and text.
KLoBot’s mission is to ensure that narrow artificial intelligence can assist humans in getting access to organizational intelligence on-demand and deliver economically valuable work output that benefits all of humanity. KLoBot will build safe and beneficial chatbots, and artificial intelligence powered innovations that allow users to communicate with systems and smart appliances using voice and text, very similar to how they talk to colleagues.
Build conversational Legal AI Chatbot and Intelligent Virtual Assistants for your Firm with Machine Learning Capabilities and experience a human-like conversations.
While people are used to paying attention to the tone and meaning of the words that have been heard, developed AI-based algorithms are being taught to detect connections between words themselves and to see the irony and intentional lies.
Now intelligence officers/ agencies are ready to prove the ability of artificial intelligence to detect the human art of sarcasm. The tool, funded in part by the U.S. military, lets them analyze the social media content (including comments, posts, forum talks) while ignoring posts that shouldn’t be taken seriously.
A couple of scientists from the University of Central Florida conclude the following: “Сertain words in specific combinations can be a predictable indicator of sarcasm in a social media post, even if there isn’t much context”.
To simplify, there are some words — “triggers”, that get more attention from the system and help it to identify sarcasm. Thus, words such as ‘just’, ‘again’, ‘totally’, or exclamation marks make it easier to recognize the suggestion of sarcasm in text. The algorithm learning base datasets include posts from social networks (Twitter, Reddit), dialogues, and headlines from The Onion and other news sources.
So, we have here one of the most difficult forms of communication. Moreover, we`re dealing with the text format, which eliminates the voice cues.
How can an algorithm handle this?
Obviously, only neural networks can handle this.
In a nutshell, AI is trained to give more weight to some words than to others, depending on what other words appear nearby. Practical significance is in helping the military to understand what’s happening in key areas where they might be operating.
The work was supported by DARPA (the Defense Advanced Research Projects Agency). They initiated and launched the program to seek a “deeper and more quantitative understanding of adversaries’ use of the global information environment”.
Scientists are now trying to take into account all the results of previous attempts to recognize human emotions. In previous releases of the podcast, we have been discussing the brightest of them.
This attempt was preceded by a more in-depth study, which improved on the previous ones. The main difference lies in the approach to the search for trigger words.
Earlier algorithms were developed to seek words suggesting specific emotions or even emojis. As a result, they skipped expressions that did not contain them. Consequently, most sarcastic comments were skipped.
Neural networks were also used before and tend to perform better. However, it was still impossible to define for sure how the neural network reached the conclusion that it reached.
Finally, research has gone a little further and AI has come to understand us a little better. What “challenge” will be next in this direction? Is it possible to teach algorithms how to analyze slang and spoken words soon? Can it also predetermine the mentality of the commentator depending on his remarks?
And, on a more personal level, do you think the AI can detect your sarcasm?
AI now can reveal your sarcasm was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.
As more and more consumers shop online, businesses must find new and innovative ways to improve the buying experience for end customers.
One way to do this is with AI chatbots.
There is an overwhelming need in the eCommerce world today to automate and streamline tasks wherever and whenever possible. As customer demand increases, you want to make sure that your eCommerce business is doing everything possible to make sure that their interaction with your brand is a memorable one.
Chatbots have been heralded as one of the best digital tools for customer service support. Retailers have found that they are also useful to increase eCommerce sales, drive customer engagement, and automate large volumes of customer enquiries.
Want to know what some of the best eCommerce chatbot features in 2021 are? Here are a few of the most ingenious ways eCommerce retailers are using chatbots as part of their digital marketing strategy to scale their business.
1. Automate High Volume Customer Service Requests
With the rise of online shopping, customer service reps are struggling to keep pace with a growing number of customer enquiries. Reps can only handle a certain number of calls per hour, and adding more contact centre staff is expensive and not scalable.
Chatbots can hold an unlimited number of conversations at once, are available 24/7, and don’t make your customers wait on hold while they speak with other customers.
They’re are also programmed to learn from past interactions, meaning they get smarter over time, increasing their capability to further automate more complex enquiries and assist customers in making online purchases.
Easing the volume of repetitive customer service requests gives your reps the time they need to solve more complicated enquiries. Chatbots take care of the volume, so your people can focus on providing value.
2. Drive Sales with Guided Selling Experiences
With a growing number of people using messaging apps, it’s not surprising that eCommerce retailers are using chatbots to increase sales and conversions with assisted buying experiences.
Chatbots act as a digital sales assistant, answering specific questions about products and services, recommending complimentary items, and even processing orders (securely of course!). Not to mention providing other key information like shipping costs and stock availability through integrations with various eCommerce platforms and order fulfilment systems.
They also interact with your customers through the messaging platforms they prefer — Facebook Messenger, SMS, WhatsApp, and more, allowing retailers to streamline the buying experience across the channels their customers engage with.
Retailers are also using chatbots to gather important customer information and data — before, during, and after the purchasing process. (The best way to upsell a customer is with the data you already have about them!).
By using this data, you can see things like their buying habits, geographic preferences, and what products they’ve previously viewed. This data can then be used to target customers with the right offers at the right time.
Chatbots can also divert high volumes of repetitive enquiries from contact centres by enabling customers to easily find or update account information. This includes details such as user names and passwords, delivery addresses, billing details, customer ID numbers, order tracking, and much more.
4. Gather Insightful Customer Feedback
Chatbots are also used to create surveys and polls in order to gather important customer feedback on products and services. The ability to ask both open-ended and multiple-choice questions in a conversational manner, makes the experience seem natural and authentic.
A chatbot will measure the sentiments of your customers’ feedback and respond instantly in real-time. This approach to customer feedback provides a more engaging and interactive experience compared to a typical form. Customers are more likely to respond and share feedback that provides real value to your business.
Once the survey or poll is completed, the bot can analyse the responses for positive or negative tones, and integrate the information into a variety of business systems, allowing you to effectively use the data and act accordingly.
5. Bring in Humans When It Counts
eCommerce retailers are seeing great success by integrating their chatbot with a live chat system to bring in human agents when it counts.
AI-powered chatbots are smart enough to detect when an enquiry requires a human touch and seamlessly hand over the conversation to a live agent standing by. At the time of the handover, any information or data gathered by the chatbot is instantly shared with the agent. This gives them valuable context to the enquiry, enabling them to assist customers without delay.
Retailers are also using the combination of chatbots and live chat to increase their online upsell capability. This extends to additional products, add-ons, upgrades, warranties, and more. As an example, New Zealand based electronics retailer, Noel Leeming, experienced 2.2X more product and service upsells after implementing their AI chatbot, Nola.
“Our Digital Employee, Nola, is seen as a great lead-gen tool. If we have four consultants on calls, and four consultants working just with Nola — the Nola consultants outsell the other consultants every day.”
– Noel Leeming
Scale Your eCommerce Business with Chatbots
It’s no secret that chatbots are transforming the eCommerce playing field to facilitate a seamless, simpler, and more enjoyable online shopping experience. Chatbots deliver personalisation at scale which is critical to drive customer satisfaction and build brand loyalty.
Are you ready to scale your eCommerce business? Get started by creating your own chatbot today.
Technology appears to be evolving at an unprecedented rate. New technology is continually being provided with the promise of increasing the profitability of our enterprises and making our hectic lives easier to manage. The chatbot enters the picture, bringing a new dimension to online customer care and search engine optimization.
This post will discuss the SEO process and how chatbots can help search engines rank your website higher.
What Is A Chatbot?
Chatbots are conversational agents that use Artificial Intelligence to optimize communications between customers and businesses. Being AI-enabled, they can understand the requests made to them and respond accordingly on their own. Apart from enhancing customer experience, chatbots are a secret weapon for search engine optimization.
The interactions between chatbots and humans are incredibly beneficial, saving your time, providing a better customer experience, and utilizing an upgraded user interface. See some chatbot examples for various B2B sales to better understand this technology’s possibilities.
The chatbot’s personality is a direct expression of the company’s brand and ideas. Attempt to mimic the energy and flow of natural one-on-one contact between a consumer and a customer service agent during the first setup phase.
A chatbot can communicate with customers in four ways. The following are the stages of the chatbot conversation:
1. The salutation
2. Explaining services
3. Providing services and information
4. Answering and asking questions
Chatting has replaced email as the dominant mode of web browsing on mobile devices. With web-based conversations, customers can receive real-time support with issues they are experiencing. In addition, Chatbots’ conversational nature enables the automation of the settlement of the most typical customer care concerns.
Increased Dwell Time
One of the most crucial things that search engines examine is the amount of time a visitor stays on a website. It is referred to as dwell time. The longer a customer stays on a website, the more relevant it is to search engines. If chatbots’ user experience and user interface are enhanced, visitors are more likely to stay on the website.
It is sometimes referred to as a website’s bounce rate.
Of course, a lot goes into measuring and lowering bounce rates, from making sure your material is appealing to captivating your readers’ attention and answering their questions.
Chatbots can be useful when it comes to retaining new visitors’ attention. If they can’t seem to find what they’re looking for, before they can hit the back button, Hey, presto! Your bot is asking them whether they require assistance.
According to studies, this application considerably reduces bounce rates and keeps new visitors engaged, increasing your trust and overall rankings in the long run.
Lead Generation
Chatbots can also be configured to collect personal information from visitors. However, we must address chatbots’ lead generation capabilities with caution. It will turn off many prospects if a chatbot’s first request is for personal information about a visitor.
In many circumstances, after an engaging dialogue and assistance, it will welcome the request for information to keep the guest updated. Using a chatbot to generate leads implies automating the expansion of a company’s prospect database.
When you use a chatbot, your consumers will get the answers they need right away. This use will prevent them from clicking away to get answers elsewhere and ensure that your firm serves people how you want them serviced.
Customers rating sites or leaving reviews might assist your company’s authenticity and location. These will help your organization climb up in the ratings and demonstrate to potential consumers that you are dependable.
Increasing your SEO ranking is pointless if every review you receive makes you appear terrible or your organization sound unclear.
Collecting Data For Sales
This benefit has no direct impact on how you appear in search engines, but it does increase the number of transactions and reviews your firm receives. Chatbots are effective at gathering information and guiding customers through the purchasing process. Sites such as Nike’s use chatbots to guide customers through a tailored order and close more sales than simply utilizing the site without it.
Chatbots can also collect data to make it simpler to contact leads who have left your site without completing a purchase. To stay top-of-mind with your customers, you must follow up on these leads within 24 hours. Customers may go on to another concept or forget why they looked for your service if you wait too long. It is critical that you collect any necessary information and put it to rapid use.
Scalable As Your Ranking Grows
To make sure your SEO plan is working, use a keyword rank tracker to check your website rankings in the SERPs. Chatbots are practically available 24×7, unlike human customer care, which requires you to recruit more people and extend your hours. As your company expands, your clients won’t have to worry about losing contact with you when they require assistance.
Customer Service Exceeds Your Expectations
Are your consumers spreading the word about your company, and if so, what are they saying? Before the technology boom and search engines, word of mouth was the best and most efficient sales approach. This type of marketing makes or breaks companies.
What you might not realize is that modern word of mouth takes the shape of reviews. Believe it or not, Google Reviews can have a long-term impact on your SEO ranking. You may make your consumers feel valued by implementing chatbots, leaving them satisfied with the service you gave. It indicates that you have a greater probability of receiving a favourable evaluation.
Conclusion
Chatbots can increase customer satisfaction as well as boost your website’s ranking. We hope this blog will help you know how chatbots can really compliment your SEO strategy and help you stand apart from your competitors.
