Improve User Experience on Your Website with Chatbots
As technology becomes more accessible to small businesses, they are increasingly turning to Chatbots to enhance the user experience and automate interactions with potential customers.
Google currently has approximately 1 billion devices with their integrated virtual assistants on the market. This means that one in seven people worldwide may have interacted with a bot, whether they realize it or not.
This segment has grown — and is growing rapidly! Yahoo Finance reported that the chatbot industry exceeded $1 billion in 2018. It is expected to increase to over $10 billion by 2026. This significant growth is driven by the numerous benefits that chatbots offer to businesses and their customers.
One key benefit of using Chatbot for your online business operations is the user experience. In the following blog, we will discuss what Chatbots are and why they are important for the user experience.
You may also be interested in: Using AI in Small and Medium-sized Businesses | Necessary or Excessive
1. What is Chatbot?
“Chatbot is a computer program that simulates human conversation through voice commands text chats or both. It can be integrated into any messaging application”
The prolonged COVID-19 pandemic has led to significant changes in user behavior. Customers are no longer loyal to brands. To continue to survive and compete, every business needs to make customers feel like a top priority. In the following section, we will explore how chatbots enhance customer service and the user experience.
Demo Chatbot - a Rabiloo’s project
2. Chatbots have improved customer service in the following ways
Providing Seamless 24/7 Support
Chatbots provide a seamless 24/7 conversational experience. Using chatbots is a business solution that is natural and continuous because they can operate around the clock. Chatbots can also be integrated into E-commerce websites, making the shopping process easier for customers. Additionally, chatbots automatically provide customers with more information about the products or even discounts, and promotional programs, optimizing the shopping experience
Chatbots are programmed to respond naturally in conversations, making it extremely easy for customers to get what they need. They can also be integrated with the company's other resources to send introductions, manage alerts about issues, and record important data for the company.
Branding Essentials
One of the notable advantages of chatbots is that they can be designed to align with the established brand of a company This ensures that the customers’ impression of the brand remains consistent, whether they are interacting with a human representative or a chatbot. The way a chatbot operates can significantly impact the company’s brand and value, so it’s crucial to set up chatbots effectively.
Replacing Outdated Technologies
Customers are consistently disappointed with Interactive Voice Response (IVR) systems, also known as automated phone menus. This technology forces them to wait through a long list of options (e.g., press 1 to speak to a technician, press 2 to contact customer support, etc.). You might have experienced this yourself when a single button press error can force you to start the entire connection process over.
Instead of waiting or going through the lengthy process again, Chatbots provide users with a completely different experience. All messages and calls are answered immediately. It helps customers save time and eliminates errors during interactions.
This is an example of how Chatbots can replace outdated technology. With a context-aware chatbot, customers never have to wait through another IVR menu. Surveys can also be assessed using engaging chatbot scripts, avoiding irrelevant form displays during data collection.
3. Better Customer Service - The Key to User Experience
Focusing on user experience in the age of technology means thinking about how you can better serve your customers through your website and technology infrastructure. Using chatbots positively changes several aspects, including:
Providing a platform for 24/7 support
Bringing brand value and customer service into your business technology
Replacing outdated or unnecessary technology
Automating manual processes such as lead generation
All of these actions help create a more customer-centric service experience as well as a better user experience when customers interact with your brand. Some features of chatbots can be optimized to make them more useful (and fun!) for your company.
4. Conclusion
In conclusion, when combined with strong human customer service efforts, chatbots offer excellent opportunities for businesses. They not only save time, money, and other resources when implemented correctly but also generate a database of potential customers.
At Rabiloo, we know how to create an excellent user experience on your website by integrating Chatbots. To learn more about how Rabiloo can help improve your digital infrastructure for a better user experience, please contact us now.
Written by
Vy Nguyen
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