Chatbots are becoming increasingly common on websites and chat apps, but many people still don’t know what they are or how chatbots work.
A chatbot is a computer program that uses artificial intelligence to automate conversations with humans over the chat. These robots typically perform simple tasks like retrieving information from databases and providing basic customer service, but can also provide more complex services such as making appointments and answering questions.
The use of chatbots has been growing rapidly in recent years due to their ability to scale conversations without human input. For example, chatbots can be programmed to automatically qualify leads by asking qualifying questions before handing them off to a sales representative for further engagement. This frees up agents for other important tasks such as closing deals faster.
Also, chatbots can be used to increase engagement, customer satisfaction, and retention by providing chat sessions with customers. By reducing the time a customer has to wait for responses from an agent, chatbots increase their “bounce rates” and the likelihood that they will bounce away from your website back to Google’s search.
Chatbots provide a number of benefits for website owners, including:
1. Automated and scaled customer chats with AI-powered chatbots.
3. Increased customer engagement, satisfaction, and retention.
Automated and scaled customer chats with AI-powered chatbots
The first benefit of a chatbot is that it can automate and scale customer chats. This means that chatbots can handle more customer interactions than human agents, which can help reduce the load on customer support teams.
These chatbots can also learn about your customers to become more effective over time.
Below is an example of the chatbot feature on the TechArk Solutions website. Within our chat, customers can click on different commands that can be answered by the chatbot like "I need to improve my website", or "connect me with an expert" if they have more involved questions.
Qualify leads, books meetings, provide customer support and scale one-to-one conversations
The chatbot feature on your website also helps to qualify leads by asking qualifying questions before handing them off to a sales representative for further engagement. This frees up agents for other important tasks such as closing deals faster.
The chatbot also can help to book meetings with your customers. Setting up chatbots on your website allows visitors to learn more about your company or product. In addition, they can also ask specific questions about your company, services, or products.
Increased customer engagement, satisfaction, and retention
Lastly, chatbots can provide chat sessions with customers that don't require as much time as a human agent. This reduces the length of chat sessions which helps to limit customer abandonment due to long wait times.
By providing chat sessions with customers, chatbots can keep them on your website for a longer period of time. This is because chatbots can answer questions quickly and effectively usually without the need for human input.
Chatbots can be used to upsell your customers which helps with retention. When created properly, they can take the lead and chat with your customers without any input from a human agent. This can help to increase revenue as chatbots will upsell if it is within their best interest to do so.
What do to next?
Chatbots are a cost-effective way to handle more customers interactions. Chatbots decrease the likelihood of your support team getting bogged down with chat requests, allowing them to provide personalized services for higher-value leads.
If you're interested in learning how chatbot technology might benefit your business, contact our digital marketing experts at TechArk.
