Bots generate leads, automate routine, free up managers’ time to solve complex tasks, make offers to customers more personalized and thus influence loyalty to the company. And to list the advantages of ERP software development services does not make sense at all.
Everyone remembers the pop-ups that “attack” from every tab when you first enter the site: they distract from reading, block the page and interfere with product selection, offer irrelevant advertising. They annoy the user and have a bad influence on the company’s reputation.
This is largely why the idea of setting up a chat-bot with a welcoming message looks unworkable.
But a chatbot is different from pop-ups and online helpers. It doesn’t distract the visitor from browsing the site – notifications appear in the corner of the screen, inviting conversation but not imposing it. In addition, the bot responds instantly. The client doesn’t have to wait for the operator to appear online.
The bot can be programmed to make the customer feel cared for and benefited:
One of the biggest problems with online shopping is abandoned carts. The customer adds items to the shopping list, but doesn’t pay for them.
The standard solution is to send the customer an email reminding him of the unfinished purchase and offering to pay. This technology works, but takes a long time – no one knows when the user opens the email and whether he or she will unsubscribe.
A chatbot reacts instantly. It can grab the visitor’s attention before he or she leaves the site: remind him or her that he or she hasn’t completed a purchase, ask a clarifying question, or offer a discount. Instant interaction increases the chances of making a purchase.
Such automation increases sales conversion rates and reduces the number of abandoned carts. Even if the customer refuses to buy, you can get feedback on how to improve the store.
Chatbots can generate leads around the clock. This means that you can get contacts of potential clients outside of company hours or when the manager is at lunch. When you’re not online, the chatbot will ask the customer for their contact information and pass it on to the employee when they return.
Usually leads are collected through pop-ups. This can irritate visitors and make it difficult to see the information. Interactive chatbots are more convenient: the bot icon in the corner of the screen is noticeable, but not intrusive. The visitor feels respected – he’s not distracted from choosing or comparing products.
You can use chatbots to automatically answer the most frequent questions you receive from customers.
The visitor selects a question in the chatbot widget and gets the information they need. This approach saves time for visitors – they no longer have to wait for an operator’s answer – and reduces the load on the call center.
Customers want to check the status of their order, clarify the area and cost of delivery, and change the time at which the courier should arrive.
For them to get quick answers, a chat-bot can be set up to accompany orders. In it the client, specifying the e-mail address or track number, will receive the necessary information.
You can use the chatbot as a backup for the support service. The bot will provide basic service, deal with simple questions, and transfer complex ones to the manager.
If the manager is unavailable, the chatbot will send a message to the customer that the operator will be back in a moment. If you don’t want to keep the customer waiting, the bot will ask for a phone number or email address to contact them later.
A chat bot can follow a customer while shopping online: inform them about sales, redirect a customer to a previously viewed product, show them popular reviews.
The bot also offers discounts based on user behavior: when the user re-visits the site, drops the cart, visits on their birthday or comments on blog articles.