Everyone has called a company call center, gone through the automated system, and relentlessly tried to get connected to a real person on the phone. It’s often time-consuming and incredibly frustrating to make your way through the automated menu and sit on hold. Our world is fast-paced, and with technology, people expect instant gratification.
Enter chat bots. Over the last few years, there has been a ton of research into chatbots and improving their UX to make them faster and smarter than ever.
What is a chatbot?
A chatbot is an AI on a website that can assist customers with questions, billing inquiries, etc. The more you teach the AI, the more it can do for you and your website visitors.
In most cases, chatbots use a messenger app built into the website’s software to communicate. This makes it easy for a customer to access the chat and type anything they are looking for.
Is a chatbot right for my website?
Odds are, yes.
55% of people say they would most enjoy getting an instant response and answers to simple questions from a chatbot. Things like hours, order status, and business location are all things a chatbot can handle to better balance customer service.
The best chatbots are designed to guide a user through an almost choose-your-own-adventure type linear path to find the best outcome to their inquiry. If the bot can’t find the solution quickly, it will send the user to a real human within the chat to find a solution.
How do we use chatbots?
Like many other digital companies, we have a chatbot on our site to help visitors find the right pages, access contact information, etc. It can also help visitors speak with us directly through the site.
Want to know more about chatbots? Contact us today to get rolling.
