Chatbots have evolved impressively thanks to the rise of artificial intelligence. Many brands have recognized the potential of these sophisticated tools and now use them to provide seamless user experiences. Studies predict that 85% of customer interactions with brands will be handled without a human agent by 2020.
From immediate feedback to humanizing brand presence, chatbots can improve your conversion rates on multiple levels. Here is what to know.
Providing Excellent Customer Support
With the advent of mobile technologies, social networks, and natural language processing, online customers’ expectations have also grown. Being held on hold while trying to connect with a customer support representative is not an option for them anymore. They want brands to provide exceptional customer service 24/7, across multiple online channels. Research says that most customers want brands to address their problems and questions within 24 hours.
This is exactly where chatbots shine. They are available to your prospective customers 24/7, providing them with real-time assistance. Chatbots will ask customers relevant questions to learn more about their needs and problems and provide clear, accurate, and helpful feedback. Precisely because of that, online users often consider them a faster, more convenient, and real-time resolution to their minor problems.
Another great benefit of chatbots lies in the fact that they streamline your customer support assistants’ jobs. By automating many repetitive tasks, they help them focus on more challenging tasks and, therefore, boost customer satisfaction.
Simplifying the Customer Journey
Statistics say that one of the most common reasons why people ditch shopping carts is a too complicated checkout process, as well as the fact that they need to create new accounts. They often need to fill out a lengthy form and then verify their email address before finalizing the purchase. This is a tedious process that may frustrate your target customers and prevent them from buying from you.
One of the easiest ways to optimize your checkout process is to use chatbots on your website. Use them to simplify buyers’ journeys and provide customers with guided task completion. One such example is Ebay’s ShopBot. It asks customers numerous questions, such as what brands or product features they are looking for. The bot interactively guides users, encouraging them to complete the purchase. Another amazing example of using chatbots to improve sales and user experiences is Lyft that lets users request a ride via their Messenger bot, Slack bot, or Amazon Echo. The bot provides data about their driver’s location and sends the photo of the license plate and the car model to ensure a client’s security.
In today’s oversaturated digital marketing landscape, when your prospective customers are bombarded with different brands and products, getting yourself noticed can be extremely challenging. To engage users and entice them to convert faster, many brands focus on triggering customers’ fear of missing out, or FOMO. For example, they offer time-sensitive deals, exit-intent popups, exclusive offers for VIP customers, etc. Many SaaS brands rely on social proof tools like Cue that displays real-time notifications about new webpage visits or product purchases.
Combining your most powerful CRO tools with chatbots can also be highly effective. For example, you could use bots to inform users about your brand’s latest news or trends. Chatbots help you promote exclusive content to generate leads and time-sensitive offers to inspire impulse purchases.
Providing Personalized User Experiences
Research says that 63% of online users don’t know that they’re talking to a bot. While your goal shouldn’t be to deceive your prospective customers, it is still good to know that chatbots can provide reliable user experiences and humanize your brand.
This is exactly where you need to hire reliable content creators. Their task is to create an engaging chatbot script that reflects your brand’s personality and values. Your goal is to keep users’ conversations with your chatbot more natural and consistent. To humanize your chatbot, consider giving it a human name, such as Ross, Siri, Cortana, or Alexa.
Apart from using chatbots to make customer conversations more relaxed, you could also provide more personalized product recommendations. For example, Sephora’s bot asks users about their needs and preferences and, based on them, recommends the right products. A user can even upload a photo and try out different makeup products.
Collecting Feedback from Users
Online businesses are continuously trying to understand their customers. They use numerous techniques for collecting customer feedback, such as surveys, online reviews, social media polls, quizzes, website analytics, heatmaps, and so forth.
This is exactly where chatbots can help. For example, if a user is leaving their shopping cart, a chatbot could ask them why they are leaving. It could offer several options for users to choose from, such as “not interested,” “the price is too high,” or “I want to explore other options.” Or, you could create a one-question survey in your chat to assess users’ satisfaction with your website, products, or brand.
This sort of feedback is immensely important to any marketer wanting to improve their conversion rates. By gathering honest feedback directly from your customers, you will be able to identify the most common user experience issues and resolve them fast to improve conversions. In the abovementioned scenarios, a chatbot can even help you save the sale. For example, if it finds that the product is too expensive for a customer, it could recommend more relevant products that suit their budget.
Over to You
With the rise of artificial intelligence, chatbots have become an inseparable aspect of your conversion rate optimization strategy. They give you the opportunity to simplify buyers’ journeys, provide personalized product recommendations, and evoke their emotions. Above all, you can collect customer feedback easier and use it to improve user experiences and sales.
How do you use chatbots to improve conversions?